Refund policy

Last updated: August 17, 2026

At Celyssa, we want you to feel confident when placing an order. If you are not satisfied with an eligible item, you may request a return within the timeframe described below.

30-Day Return Policy

You may request a return within 30 days from the date your order is delivered.

To be eligible for a return, the item must generally be:

• Unworn and unused
• In its original condition
• Returned with its original packaging and any included accessories
• Accompanied by proof of purchase or your order information

Customers may inspect an item as reasonably necessary to determine its nature, characteristics and suitability.

How to Start a Return

To request a return, contact us at:

support@celyssa.com

Please include:

• Your order number
• The item you wish to return
• The reason for the return
• Photographs where relevant, particularly for damaged, defective or incorrect items

Please do not send a return before contacting us.

Once your return request has been reviewed, we will provide instructions for returning the item.

Return Shipping

For eligible returns, Celyssa covers the cost of return shipping.

Where applicable, we will provide a prepaid return method or arrange an appropriate return solution.

Customers should follow the return instructions provided by Celyssa to ensure the return can be properly received and processed.

Restocking Fee

Celyssa does not charge a restocking fee for eligible returns.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your return.

If approved, the refund will be issued to the original payment method used for the purchase.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer or payment provider.

Refund Processing Time

Approved refunds are generally processed by Celyssa within 5 working days after the returned item has been received and inspected.

After the refund has been issued by us, your payment provider may require additional time before the funds appear in your account.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact us as soon as reasonably possible at support@celyssa.com.

Please include your order number and photographs showing the issue where appropriate.

Where the issue is confirmed, Celyssa will provide an appropriate resolution at no additional cost to you. Depending on the circumstances, this may include:

• A replacement
• A refund
• Another appropriate remedy available under applicable law

Celyssa will cover any reasonable return costs required for damaged, defective or incorrect items.

Exchanges

If you would like a different item, finish, size or other available variant, please contact us at support@celyssa.com.

Where an exchange is available, we will provide instructions.

In some cases, the fastest option may be to return the original item for a refund and place a new order separately.

Sale and Promotional Items

Items purchased during promotions or with discount codes remain eligible for return in accordance with this policy unless a lawful exception applies.

Any refund will be based on the amount actually paid for the returned item.

Non-Returnable Items

Certain items may not be eligible for return where an exception is permitted by applicable law.

This may include:

• Personalised or custom-made products created specifically for the customer
• Items that cannot be returned for hygiene reasons after being unsealed, where applicable
• Items that have been materially altered, damaged or used beyond what is reasonably necessary to inspect them

This does not affect your rights where an item is faulty, damaged or not as described.

Order Cancellations

If you need to cancel an order before it has been dispatched, contact support@celyssa.com as soon as possible.

We will make reasonable efforts to cancel the order before fulfilment begins, but cancellation cannot be guaranteed once an order has entered processing or has already been dispatched.

If the order can no longer be cancelled, you may still be able to return it after delivery in accordance with this policy and your applicable statutory rights.

UK Statutory Cancellation Rights

Where applicable under UK consumer law, consumers purchasing online generally have the right to notify the retailer that they wish to cancel an eligible order within 14 days after receiving the goods.

After notifying us of the cancellation, the customer generally has a further 14 days to return the goods, subject to applicable legal requirements and exceptions.

Our commercial 30-day return policy is provided in addition to these statutory rights and does not limit any rights you may have under applicable consumer law.

Refund of Delivery Charges

Celyssa currently offers free standard shipping, so there is normally no standard outbound shipping charge to deduct from an approved refund.

If a paid premium or expedited shipping service becomes available and is selected by the customer, the treatment of that charge will be governed by applicable law and the specific shipping terms shown at checkout.

Taxes and Import Charges

Where Celyssa covers applicable taxes, customs duties or other mandatory import-related charges, those amounts are not separately charged to the customer and therefore are not separately deducted from an approved refund.

Proof of Purchase

We may ask you to provide your order number, confirmation email or other reasonable proof of purchase so that we can locate and process your return.

Return Address

Please do not send returns directly to our business contact address unless instructed to do so.

Because returns may be handled through our UK fulfilment network, the appropriate return address or return method will be provided after your request has been approved.

This avoids sending the item to the wrong location.

Contact Us

For return, refund, exchange or cancellation questions, contact:

Celyssa
20 Wharf Rd
London N1 7GR
United Kingdom

Email: support@celyssa.com