Refund policy

Last Updated: 13 August 2026

This policy complies with the German Civil Code (BGB), Fernabsatzgesetz (Distance Selling Act) and EU GDPR applicable in Germany.

Statutory 14-Day Cooling Off Period

Under German distance selling regulations, you have the legal right to cancel your order within 14 calendar days after receiving the goods without stating any reason.

Return Eligibility Rules

Products qualify for return, refund or exchange only if all conditions below are met:
  1. Items remain unworn, unwashed, unmodified, free of stains, perfume, makeup and foreign odours
  2. Original hang tags, labels and protective packaging are intact and attached to the goods
  3. A valid order number is provided when submitting your return request
  4. Goods are sent back to our German address within 14 days of sending your cancellation notice

How To Submit A Return Request

  1. Send an email to hello@celinae.shop including your order number, full name, contact phone number and return reason
  2. Our team will issue a return authorisation number and detailed shipping instructions
  3. Securely package the items and ship via a trackable courier service to our registered address

    Items returned without prior authorisation may be rejected or delayed in processing. Please retain your shipping receipt and tracking number for documentation.

Allocation of Return Shipping Costs

Returns Due To Customer Change Of Mind

The customer bears all return shipping fees, courier expenses and transit risks.

Defective, Damaged, Wrong Or Misdescribed Goods

If items arrive broken, faulty, incorrectly sized, wrong style or shipped erroneously by our team, Celinae will cover reasonable return delivery costs. A prepaid return label can be provided after you submit clear photographic proof.

Evidence For Damaged Or Defective Merchandise

Take sharp photos of the damaged outer parcel packaging and the faulty/incorrect products, then forward the images to hello@celinae.shop within 48 hours of delivery.

Non-Returnable Items For Voluntary Cancellation

These goods are excluded from change-of-mind returns but still covered by statutory warranty claims under German law:
  1. Clearance, final sale and heavily discounted products
  2. Gift cards, digital vouchers and custom personalised items
  3. Lingerie, intimate apparel, swimwear and other hygiene-sensitive clothing

Exchange Process

We cannot guarantee in-stock availability for direct exchanges. The fastest resolution is to return the product for a full refund and place a new order online. For defective goods, we will offer replacement, full refund or store credit at our discretion in compliance with German consumer legislation.

Refund Processing Timeline

Once returned goods are received, inspected and approved, refunds will be issued to your original payment method within 3–7 working days. Delays caused by internal bank processing are beyond our control.

Original delivery charges will not be refunded for voluntary customer cancellations. No restocking fees are charged for valid compliant returns.

Returns Mailing Address

Celinae

Schöne Aussicht 26, 22085 Hamburg-Nord, Germany

Please clearly mark your order number on the outside of the parcel to speed up processing.

Return Support Contact

Email: hello@celinae.shop

Phone: +49 40 7022820

Support Hours: Monday – Saturday 9:00 AM – 6:00 PM CEST

Response Time: 24–48 working hours