Delivery and Returns Policy

Orders placed over weekends, Bank Holidays and any day after 14.00 GMT will be treated as received by Ciaté on the next working day. There is no dispatch or delivery on Bank Holidays, Saturdays and Sundays.

Any items that are currently sold out will have a clear message to that effect on each product page, and we will offer you the option of a notification email to let you know when new stock is available for purchase.

If for any reason, stock becomes sold out after your order is placed, we will aim to contact you soon after the order has been placed. We may offer alternative items or inform you of the date that we expect the missing item(s) to be back in stock.

In the event of delivery not being possible within 14 days (UK) of receiving the order, we will undertake to keep you informed of any changes and give you the option to cancel the order and receive full refund of monies paid. If you are not around to take delivery of your parcel, if too large for letterbox or the Signed For option is chosen, the carrier will leave a calling card telling you how you can pick it up.

Standard delivery prices vary depending on location of shipping address and choice of shipping. Charges are shown in the checkout.

Deliveries to UK addresses

Deliveries are dispatched by a nominated courier service of our choice. Typical delivery can be expected within 3 to 7 working days of placing an order. However, this is likely to increase to up to 7-14 working days during busy periods such as Christmas and New Year, or if there is reported difficulties with nationwide shipping. These delays could also apply to items using Signed For Special Express shipping (items that are delivered by the next working day if order received by 12.00 GMT).

Additional information for International Customers

All deliveries outside of the United Kingdom are standard deliveries and are dispatched by a nominated courier service and depending on the choice of shipping made, can take up to 14 working days for delivery. There is currently no express delivery.

Please be aware that customs or import duties will be applied once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

International Tracking is not applicable. Ciaté will not be held responsible for any orders failing to be delivered or any orders being damaged in transit. Therefore we cannot provide a refund.

Further information please see ‘Delivery’ in our website Terms of Business.

Cancellations

7 Day Cooling Off Period*

Under the EU's Consumer Protection (Distance Selling) Regulations 2000, customers located in the European Union are entitled to a 7 day cooling off period i.e. the right to cancel the contract of purchase at any point from the time of ordering until seven working days, starting the day after delivery. Notification of the cancellation must be received in writing (this can include email) and the products returned to us. The sooner you return the items to us, the sooner we can process your cancellation **. These regulations dictate that we will refund the cost of the item(s) ordered and in addition to this the original dispatch charge where:

• You are returning an item that was part of a larger order, we'll refund the per-item charge for delivery that you incurred
• You are returning an entire order
• If for any reason we have arranged to collect the goods from you, we reserve the right to recover the actual costs of collection from you.

*Please note this only applies to customers located with the European Union.

** Refunds will be made within 30 days of cancellation of the order.

Returns

We hope that you enjoy your products. Should you have any issues, please notify us in writing by email, within 28 days of receipt of your order to customerservice@ciate.co.uk. This does not affect your statutory rights

Your email should contain all references that are on your receipt together with a full explanation of your reason for returning the goods. You should also advise us whether you’d like an alternative product/replacement or a refund (any returns received without prior notice may be delayed in being processed).

Ciaté reserves the sole right of determining whether or not any request for return/refund made by the Customer should be accepted. Under no circumstances can any exchange/refund be entertained where the state or conditions complained of results directly or indirectly from the Customer’s action or inaction.

If you need to return your order, it should be packaged securely in the same packaging in which you received it, with your returns reference clearly displayed on the exterior. This will be supplied to you by the Customer Service team upon notification of your wish to return the items.

Our return address is:

 62 & 63 Maltings Place, 169 Tower Bridge Road, London SE1 3LJ

If you no longer have the original packaging, it is your responsibility to ensure that the goods arrive with us in their original condition. We reserve the right to refuse a refund/exchange for damages caused by insufficient packaging.

For reasons of hygiene, we are unable to offer exchanges or refunds on any opened product.

Vouchers are non-returnable and cannot be exchanged for cash. Ciaté are not liable to cover costs of returned goods where the items are simply unwanted or no longer required*. We would recommend that you return your items via recorded delivery and/or obtain a proof of postage for your records in case the items should the item(s) become lost.

If you are returning an order which has qualified for a gift with purchase, the entire order, including any complimentary gifts will need to be returned.

Exchanges will be processed within 2 working days from the date the returned goods are received. Postage charges will be applied for any exchanges at the standard rate.

Where a refund is due, this will be processed in 2 working days from the date the returned goods are received, reflecting against your card with 7-10 working days.

*Unless the return has been made within the cooling off period