Everything you need to know. If you can’t find what you’re looking for, email us at hello@cielleclothing.com and our team will be happy to help.
Orders
Where is my order?
We pack and process all orders within 1–2 business days. You’ll receive a shipping confirmation email alongside your DHL Express tracking number once your order has been shipped.
During launches, sales and busy periods, processing may take a little longer.
I haven’t received my order confirmation. What should I do?
Oh no, we’re sorry to hear this! Please check your spam or junk folder. If it’s still not there, you may have entered your email address incorrectly at checkout. But not to worry, simply email us at hello@cielleclothing.com with your full name and order details and we’ll help you find it.
Can I make changes to my order after placing it?
Once you have placed your order we’re usually unable to make any changes. Our team work hard to process, pack and send orders as soon as possible, so we cannot guarantee changes can be made.
Email us at hello@cielleclothing.com as soon as possible and we will try our best to accommodate your changes, such as changing the size, colour or item.
Can I change my shipping address?
Please email us at hello@cielleclothing.com as soon as possible.
If your order hasn’t shipped yet, we may be able to update the address. Once your parcel has been dispatched, we cannot make changes to the delivery address.
Can I cancel my order?
We process orders quickly, so cancellations aren’t always possible.
Please email us as soon as possible after ordering and we’ll see what we can do. If your order has already been processed, you can return eligible items once they arrive. Please note that returns and cancellations are not possible on final sale items.
Shipping
Where do you ship from?
All Cielle orders are shipped from our atelier in Bali, Indonesia.
Do you ship internationally?
Yes, we ship worldwide! This includes the US, Australia, the UK, the EU and more. All orders are shipped with DHL Express. On average, our international shipping time is 5 days from placing your order.
How long does shipping take?
DHL Express delivery is approximately 4–5 business days internationally once dispatched, depending on your destination and any customs processing.
You’ll receive tracking by email as soon as your order has left our warehouse and is on its way.
How much is shipping?
International DHL Express shipping is €15 for orders under €220.
Orders over €220 qualify for free international shipping.
We also offer free local same-day delivery in Bali, and free postal delivery to the rest of Indonesia.
Will I have to pay duties or taxes?
International orders may be subject to import duties, taxes or customs fees depending on the destination country and order value, and these are the customer’s responsibility. We are unable to calculate or predict these charges.
If duties and taxes are refused, a refund is not guaranteed. Customs destroy parcels that are left unpaid, so we are unable to issue a refund in this case.
How do I track my order?
Once your order ships, we’ll email you a DHL tracking number.
Please allow a little time for the tracking information to update after receiving your shipping confirmation.
My tracking says delivered but I haven’t received my parcel. What should I do?
Oh no! First, please check around your property, with anyone you live with, your building reception and nearby neighbours in case the parcel was accepted or left somewhere safe.
If you still can’t locate it, contact your local DHL office using your tracking number and email us at hello@cielleclothing.com so we can help.
Sizing + Product
How do I know which size to order?
You can find our Size Guide on the website and individual fit notes on each product page.
If you’re between sizes or need some help choosing, email us at hello@cielleclothing.com with your measurements and the piece you’re interested in. We’re happy to help.
An item I want is sold out. Will it come back?
Some of our most-loved pieces are restocked, while others are produced in limited quantities.
Sign up for restock notifications on the product page and our newsletter to be the first to know when a piece returns.
Where are Cielle pieces made?
Cielle pieces are ethically produced in Bali with our small, family-owned manufacturers.
We focus on considered production and creating pieces designed to live beyond a single season.
How should I care for my Cielle pieces?
Care instructions can vary by fabric, so always check the individual product page or garment care label.
For most pieces, we recommend gentle cold washing, mild detergent and air drying away from direct sunlight. Avoid tumble drying unless the care label says otherwise.
Returns + Exchanges
What is your return policy?
We accept returns on eligible full-price items when the return process is started within 14 days of receiving your order.
Items must be unworn, undamaged and returned with all original tags and packaging.
Original shipping costs are non-refundable.
How do I make a return?
Please use our returns portal.
If you’re having any issues with the returns portal, email us at hello@cielleclothing.com.
Do you offer exchanges?
Yes, eligible full-price items can be exchanged subject to stock availability.
You can exchange your chosen item(s) via the returns portal.
Who pays for return shipping?
Customers are responsible for return shipping costs and any duties, taxes or customs charges associated with the return.
We strongly recommend using a tracked service, as we cannot be responsible for returns that are lost in transit.
Can I return sale items?
No. Sale items are final sale and cannot be returned, exchanged or refunded.
This includes items purchased during sitewide sale events.
Items bought with promotional discount codes, such as newsletter welcome discounts, are eligible for returns.
When will I receive my refund?
Once your return arrives and has been inspected and approved, your refund will be issued to your original payment method, excluding original shipping costs.
Your bank or payment provider may take additional time to process the refund.
My item arrived faulty or I received the wrong item. What should I do?
Oh no! Email hello@cielleclothing.com within 14 days of receiving your item, with your order number and clear photos of the item and issue. Our team will review it and arrange the appropriate solution as quickly as possible.
Payments + Discounts
What payment methods do you accept?
Available payment methods will be displayed at checkout and may vary depending on your country.
My discount code isn’t working. What should I do?
Check that the code has been entered exactly as provided and that any conditions attached to the promotion have been met.
Some discount codes cannot be combined with other offers or applied to sale items.
If you’re still having trouble, email hello@cielleclothing.com before placing your order.
Can I use more than one discount code?
Unless otherwise stated, discount codes cannot be combined.
Still need help?
We’re here. Email us at hello@cielleclothing.com and our Customer Care team will get back to you as soon as possible.