Returns & Exchange Policy
RETURNS
At Cerade, we want you to be delighted with your purchase. If for any reason you are not happy with your item, you have 14 days from the shipping date to request a return and 7 days (UK) / 14 days (International) to send it back.
To initiate a return visit our RETURNS PORTAL to submit a request. Once approved (please allow up to 3 business days), you’ll get all the return details via email. Be sure to check your junk folder!
To qualify for a return, items must be:
- Unworn, unused + in their original condition
- Returned in original packaging with all tags, hygiene stickers + zip ties intact
- Free from marks, scents, or signs of wear
- Undamaged, including no alterations or try-on damage
If items don’t meet these conditions, we may decline the return or deduct a fee for cleaning, repairs, or restocking from your refund/store credit.
Currently, return shipping costs are not covered, but we’re working on it! Returns outside the allowed timeframe may be eligible for store credit or sent back.
We reserve the right to refuse returns that appear fraudulent or excessive. Original shipping costs are non-refundable.
EXCHANGES
the item doesn't fit or you require a different size, we understand. Simply send us an email at ceradelabel@outlook.com with the subject line "RETURNS & EXCHANGE [your order number]" to begin the process.
In your email, please provide us with your":
- name
- order number
- the reason for the return or exchange.
For exchanges, you may exchange the item for the same product if it is in stock. Please note that we have limited collections, and exchanges are limited to one per item. We will cover the shipping costs for the exchanged item.
Please note that Cerade does not cover the shipping fees for returning items. We recommend using a tracked shipping service from your local post office for your peace of mind.
Our team is here to assist you throughout the process. Should you have any questions or concerns, please don't hesitate to reach out to us.
STORE CREDIT & GIFT CARDS
- Valid for 8 months from the issue date.
- Can be used across multiple orders.
- If you return an item purchased with store credit, the refund will go back to store credit (not your bank card).
- Expiry dates cannot be extended.
PRE-ORDERS
Pre-order items are handmade to order and take approximately 4–6 weeks to produce. As these pieces are made just for you, they are non-refundable, but we can offer store credit.
If you cancel before your order is shipped, we’ll issue store credit for the full amount, valid for 6 months.
BUNDLES
If returning a bundle, all items in the set must be sent back. If only part of the bundle is returned, the remaining items will be charged at full price. Refunds for bundles are issued as store credit only.
FREE ITEMS / BOGO DEALS
For Buy One Get One Free or free gift promotions, all items (including the free one) must be returned for a refund.
SALE, FINAL SALE & SAMPLE SALE ITEMS
- Sale items can be returned for store credit only within 14 days of shipping.
- Final Sale & Sample Sale items cannot be returned or refunded.
- Sale items include:
- Discounted products
- Items bought with promo codes
- Purchases made during holiday sales (e.g., Black Friday, Boxing Day)
Welcome codes must be used fairly—misuse may result in return ineligibility.
REJECTED & REFUSED DELIVERIES
If a package is refused or returned due to unpaid taxes, failed delivery, or any other reason, return shipping fees, taxes, and restocking fees will be deducted from your refund or store credit.
Thank you for shopping with Cerade.