Returns & Exchanges

RETURNS AND EXCHANGES FOR ONLINE ORDERS

We are a sustainable brand and we adhere strictly to our policy.

Our return policy varies per item. Some items are made upon order and are not eligible to be returned or refunded. This is clearly indicated in each product page.

For non-returnable items:

Most items are made upon order and is especially made for you so we are unable to offer returns. In rare cases and in the event of genuine manufacturing fault we might be able to do an exchange or a store credit. Please contact us. We cannot offer refunds. Custom made items are non-returnable and non-refundable.

All items undergo high-grade quality control to ensure high quality standard.

If we agreed to accept exchange and or return for items that meet the requirement:
Returns and Exchanges are accepted for items that have not been worn, washed, dry cleaned, altered or damaged. All tags must be attached to the item(s) and a receipt must accompany the exchange.

You will need to contact us and request an exchange/return number and we will give you information where to send the item back within seven days of receiving your order, within 7 days after it was delivered to your mail box. You will have another 14 days to return the package to us. Items returned within 7 days of receiving the merchandise can be returned for an exchange/store credit or refund whichever one applies to your case. After 7 days items are not eligible to be exchanged or returned. Online returns should be sent back in the original packaging provided. If applicable any branded packaging such as jewelry boxes, dust bags, and tags should be included in your return.

Return/Exchanges will be processed within 3-5 business days of receiving the returned merchandise and after inspection of the items. CaeliNYC.com reserves the right to deny an exchange/return if merchandise does not meet our return policy. Shipping and handling charges are generally non-refundable. Customers are responsible for return shipping cost. We can accept exchange only 1 time. Exchanged items are not eligible to be returned or exchanged again.

We encourage you to check your item right away upon receipt and check our size chart before placing an order.

Custom made and personalized items are non returnable and non refundable.

All custom made items and items on our Caeli Couture, CUSTOM MADE GOWNS and Sample Sale sections are non returnable and non-refundable. This is indicated clearly in the product page.

CAELINYC.COM is not responsible for lost or damaged packages being returned.

Cancellations: We can allow cancellations within 1 hour after the order was placed, after that orders cannot be cancelled as we process orders right away. Once orders are places no cancellations to the order can be accepted.In rare cases we accept cancellation for a valid reason, we will charge 5% cancellation fee per item, as we also incur transaction fees per item.

*Please note: The return policy above is only applicable to purchases made online.

IN PERSON CUSTOM MADE ORDER POLICY:

We require at least 1-3 months to process custom made orders. Rushed order (Less than 3 weeks) may be accepted for additional fee.
We require at least 30% non-refundable down payment before we process any order.
Full payment required upon delivery/pick up.
Please contact us for more details and to set up an appointment at our Midtown Manhattan office.
All custom made items are non-refundable and non-returnable.

PROCESSING AND SHIPPING

Orders will be shipped within 3-6 business days for Contemporary RTW clothing and accessories; 2-3 weeks for couture pieces, gowns, RTW Bridal etc. processing time may vary and is indicated in each product page. Orders placed on a holiday will be processed and shipped the following business day. Orders of 3 or more items may take longer to process. We are a small sustainable brand and items are made upon order.

All orders will be shipped via UPS, USPS or DHL worldwide.

Shipping cost:

Within USA - $6.80 standard

         - $13 Priority Shipping

        - $25+ Expedited (upon request) expedited option may not always be available.

Canada - $18-20

Europe - $20-25 Standard

               $25-$65 Priority

Rest of the world - from $25 - $65

Immediately after you have successfully placed your order with CaeliNYC.com, you will receive an email that contains information regarding the details of your order. Including your order number, product details, promotional discounts, taxes, shipping charges (if applicable) and your shipping and billing address.

Once orders have been shipped no revisions or cancellations to the order can be accepted.

After an order has been processed and shipped a confirmation email will be sent with the tracking number of the order.

*International orders: For orders outside the Unites States, customers are responsible for paying any import costs to the shipping carrier, such as duties, import taxes, or brokerage/disbursement fees upon delivery. Customers are responsible for all duties and taxes in their country if applicable.

SECURITY & PRIVACY

Caeli NYC is committed to respecting your privacy and recognizes your need to protect the personally identifiable information that you share with us on this website. As you may know, when you visit sites on the internet, the owner of the site has the ability to collect information about you, from your name and address to your shopping preferences. Our goal is to adhere to
the principles set forth in this Privacy Policy and comply with all applicable laws that are designed to protect your privacy.

Personal information provided on the Web Site and online credit card transactions are transmitted through a secure server using Secure Socket Layering (SSL), encryption technology. When the letters "http" in the URL change to "https," the "s" indicates you are in a secure area employing SSL; also, your browser may give you a pop-up message that you're about to
enter a secure area.

PAYMENT

Caelinyc.com accepts major credit and bank cards, Master Card, Visa, Discover and American Express, shop pay, AmazonPay and Apple pay. Personal checks, money orders or cash are not accepted for online
orders. CaeliNYC accepts payment via third party provider.

For additional help or questions: email   info @  caelinyc.com or caelinyc @ aol.com