Returns, Refunds & FAQs

Here are our T&Cs simplified, in a way we can both understand. We hope this answers all your questions, but if it doesn't, feel free to contact us through the website, email, telephone or social media.

Delivery

What it costs

Spend £100 or more and Next Working Day delivery is free within the UK.

When it arrives

Order before 1:30pm Monday to Friday and your order is despatched the same day. Orders placed after 1:30pm, at weekends or on bank holidays are despatched on the next working day.

We can only guarantee next working day arrival on orders where Next Working Day delivery has been selected at checkout.

Delivery and transit times may occasionally be delayed through no fault of our own, depending on DPD. We have found them to be the most reliable courier, with under a 1% delayed delivery rate.

Where it goes

All deliveries are sent to the address provided on your order. If nobody is at the property when delivery is attempted, DPD will by default leave it with a neighbour. They will try to leave it as close as possible, but it may be further than next door. If you do not want this, please let us know beforehand or make arrangements directly with DPD.

If your item has been incorrectly delivered, or you have not received your delivery when tracking shows it as delivered, you must contact us within 10 days. DPD are unable to investigate missing or incorrectly delivered parcels after that point, so we cannot accept claims outside this timeframe.

International orders

It is the responsibility of the customer to pay any duty or taxes charged by the courier when your items arrive in your country. You should be contacted directly about this. If an item is returned to us because duties were unpaid, or because delivery failed, your order will be refunded minus shipping costs.

Returns

We do not offer free returns, but we do accept returns within 14 days. Providing the item is unused, undamaged and in its original condition, we will offer a full refund on the returned products.

If you wish to return your item, please contact us straight away — preferably through Instagram — for a returns address. Please include your order number with your return so we know where to send the refund.

Please note: if items are returned without the correct product packaging, we charge a repackaging fee of £2 per item, with a minimum charge of £5.

Refunds

We aim to refund returned items within 1–3 working days. This does not include weekends or bank holidays.

Refunds paid via PayPal should be received instantly. Refunds to a debit or credit card can take up to 7 days. You should receive an email confirming your refund is processing — if you haven't, please check your junk or spam folder.

Exchanges

We don't currently have a procedure for exchanges. If you'd like a different size or colour, please return your item for a refund and repurchase the item you want — that way you won't risk it selling out while your return is in transit.

Damaged items

If your item arrives damaged, we're very sorry — please get in touch, preferably via Instagram, and we'll resolve it for you.

If your item has become damaged after delivery, please contact us. How we handle it will depend on the circumstances.

Please note that products featuring delicate details such as diamantés, crystals, sequins and fur will naturally shed, even with light use. This is the nature of these products and is unavoidable. That said, we always like to help where we can — if a product is significantly altered before or with light use, please get in touch, as we review more significant shedding case by case.

Washing

Our items each have different care requirements. Most garments carry cleaning instructions on the label. If yours doesn't, please get in touch before attempting to wash it.

Quality

Our aim is to provide trend-led, unique pieces at the best possible value. We wouldn't sell a product we didn't believe was excellent quality and value for money.

Your statutory rights

Nothing in this policy affects your legal rights. Under the Consumer Rights Act 2015 you have 30 days from receiving your order to reject goods that are faulty and claim a full refund. Where an item is faulty or incorrect, we cover the cost of return postage.

Get in touch

Email cesoir.online@gmail.com
Telephone 0151 662 0713
Instagram @cesoir.co.uk