At Cielis, we want every customer to feel confident and satisfied with their purchase.
If your item isn’t the right fit or doesn’t meet your expectations, we offer an easy and transparent Return & Exchange process.

1. Eligibility for Returns & Exchanges

Returns and exchanges are accepted within 14 days from the date you receive your order.

To be eligible, the item must be:

  • In original condition

  • Unworn and unwashed

  • Free from any damage, stains, or odors

  • In original packaging (including tags, bags, or labels)

Items that do not meet these conditions may be rejected.

2. Instant Exchange/Return at Delivery (Optional)

We offer an On-Delivery Inspection service for your convenience.

You may instantly return the product to the courier if:

  • The size doesn’t fit

  • The item is different from what you ordered

  • The design or color is incorrect

  • There is a visible manufacturing issue

This must be done while the courier is still present.
Once the courier leaves, standard return rules apply (14 days, shipping fees, inspection, etc.).

3. Refunds

Refunds are issued after the item passes inspection by our quality team.

Refund method:

  • Refunds are processed through the same payment method used during purchase

  • If you paid Cash on Delivery, your refund will be issued via bank transfer, wallet, or as agreed with customer support

Refund time: 3–7 business days after approval.

Shipping fees are non-refundable unless the item was defective or incorrect.

4. Exchanges

You may request an exchange for:

  • A different size

  • A different color

  • Another product of equal or higher value (price difference applies)

Customers are responsible for:

  • The return shipping fee (sending the old item back)

  • The shipping fee for the new item

Exchanges are processed once the original item passes inspection.

5. Non-Returnable Items

For hygiene and policy reasons, the following cannot be returned:

  • Items purchased under Sale / Discounts / Special Offers

  • Used, washed, or damaged items

  • Items missing original packaging or labels

6. Wrong or Defective Items

If you receive:

  • A damaged item

  • A manufacturing defect

  • The wrong product

Please contact us within 48 hours of delivery with photos or video proof.
We will arrange a replacement or return at no additional cost.

7. Return Process (Step-by-Step)

Step 1 — Contact Us

Send us a message with:

  • Your order number

  • The item you want to return or exchange

  • The reason (optional but helpful)

Step 2 — Courier Pickup / Drop-off

A courier will be assigned to collect the item, or you may be guided to the nearest pickup point depending on your location.

Step 3 — Quality Inspection

Once the item arrives at our facility, our team inspects it within 24–48 hours.

Step 4 — Refund or Exchange

After approval, your refund or exchange request is completed.

8. Important Notes

  • Items must remain in perfect condition to qualify.

  • Repeated returns may be subject to evaluation.

  • Exchange availability depends on stock.

We aim to make every step smooth and transparent.

9. Contact Us

If you have any questions regarding returns or exchanges, our support team is always here to assist you.

Email: support@cieliseg.com
Phone: 0109 2917688
Location: Egypt / Qanater El Khayreya