Refund & Return Policy
Refund & Return Policy
We want you to love every Cilvella purchase. Our pieces are crafted to bring warmth, comfort, and timeless style to your wardrobe. If something doesn't meet your expectations, returning it is simple and hassle-free.
Return Window
You have 30 days from the delivery date to request a return. After this period, we are unfortunately unable to process a return.
Return Eligibility
To be eligible for a return, items must be:
- Unused and unworn.
- In their original condition — no signs of wear, washing, or damage.
- Returned with all original packaging.
How to Start a Return
To initiate a return, contact us at support@cilvella.com and include your order number. Our team will guide you through every step.
Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method to ensure your package arrives safely. The return address will be provided via email upon request.
Return Address
The return address is provided exclusively via email after submitting your return request. Do not send any items before receiving written confirmation from our team.
Exchanges
Want to exchange an item for a different size or colour? Simply mention it when you contact us — we'll help you choose the best replacement.
For defective or damaged products, exchanges are handled in 4 simple steps:
Refunds
Once your return arrives and passes inspection, we will issue a refund within 7 business days to your original payment method.
Your bank or payment provider may take a few additional days to complete the transfer, depending on their processing times.
Need Help?
Our customer service team is always happy to help. Don't hesitate to reach out — we're here to make your Cilvella experience exceptional.