Can I return/ exchange my order?

Under EU rules, Cienne must replace, or give you a refund if goods you bought turn out to be faulty or do not look or work as advertised. All faulty good returns must be sent back with receipt for an exchange. We reserve the right to refuse refunds of returns that are:

1. worn;
2. altered;
3. washed;
4. or damaged in any way.  All tags must be fully attached at the time of return.

Cancellation/Returns:

We hope you’ll love every purchase you make from our website, but if you are not completely satisfied with your purchase, you can cancel your order by simply notifying us by email within 14 days from the date you received the items. In case you have already received your goods, you must return them to us within 14 days from the cancellation date. The product must be returned to us with any labels and packaging intact and we will issue a full refund or credit note for the price you paid for the item. 
For faulty goods, the return Shipping is at the cost of the customer and is non-refundable. To return your product for an exchange, you should mail your product to ACS. The exchanged item will only be delivered after the return item is received and confirmed that it matches all return requirements, as stated above. The exchange item will be sent with FREE DELIVERY (for the 1st exchange only).

What is the exchange procedure?

Contact us via social media or by email ([email protected]).

The undesired item(s) must be unused and in their initial state and condition (i.e. not worn, damaged, dirty etc.) and in their original packaging. In case these terms are not met, the exchange will not be accepted. We highly recommend that the below instructions are followed when trying on the purchased items:

Clothing: Do not wear it for personal use, take care of your makeup and deodorant.

Swimwear: Try them while wearing your underwear and do not remove the hygiene protective sticker.

Once we receive the undesired item, we will proceed with the new product delivery within 5 working days.  If the new product is more expensive, the difference can be paid by COD.

Do you offer refunds?

We do offer refunds. 

Although, all items are quality controlled and checked before they are shipped to our customers, in case you receive a faulty item, we will be responsible for all shipping expenses.

Delays or Lost Packages

The shipper must make all claims for packages lost or damaged in transit. CIENNE is not responsible for delays in shipping or delivery due to forces outside of our control such as weather. CIENNE does not assume responsibility for reimbursement or compensation if a return package is lost, stolen, or mishandled.