Refund policy

Returns and Refund Policy for CELVEZ

We at CELVEZ strive to ensure you are satisfied with your purchase. However, if you need to return an item, please review our returns and refund policy carefully.

Important Notice

Currently, only orders shipped to the United States are eligible for return services. Unfortunately, returns are not accepted for orders shipped to customers outside the US at this time.

Return Policy for US Orders

CELVEZ accepts returns on unworn clothing items that still have their original tags and are in their clear garment packaging with the SKU label attached. Please note that we do not offer exchanges.

Return Eligibility

  • Return Window: Return requests must be initiated within 7 days of delivery (as shown on the tracking status) and shipped back to us within 7 days of the return request to qualify for a full refund.
  • Split Package Orders: For orders shipped in multiple packages, the return window begins once the final package is delivered.

Restocking Fees

  • Orders that do not meet the above criteria may be declined for a return altogether.

Non-Refundable Shipping Costs

  • Shipping and handling fees are non-refundable.
  • Return shipping costs are the responsibility of the customer, unless the return is due to a shipping error or a damaged item.

Processing Your Return

Once we receive your returned package, please allow 5-7 business days for us to process your return. You will receive a confirmation email once your return has been processed.

Final Sale and Non-Returnable Items

The following categories are non-returnable and final sale:

  • Beauty Products
  • Bodysuits
  • Face Masks
  • Intimates/Lingerie
  • Jewelry
  • Swimwear
  • Openpack Wholesale Orders

How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer service team at hello@celvez.com within 7 days of receiving your order. Include your order number, the items you wish to return, and the reason for the return.
  2. Wait for Approval: Once we receive your request, we will review it and send you return instructions. Please do not ship items back without receiving our approval and instructions.
  3. Prepare Your Return: Pack the items securely in their original packaging, including the tags and SKU label. Please ensure that all items are unworn and in original condition.
  4. Ship the Package: Ship the package to the return address provided in our instructions. Return shipping costs are the responsibility of the customer unless the return is due to a shipping error or damaged item.

Refund Processing

Once we receive your returned items, please allow us 5-7 business days to process your return. Here’s how refunds are managed:

  1. Confirmation of Receipt: You will receive an email notifying you that we have received your return.
  2. Processing the Refund: We will inspect the items and, once approved, process your refund to the original payment method.
  3. Refund Timeline: Please allow up to 5-10 business days for the refund to appear in your account, depending on your bank’s processing time.

Thank you for shopping with CELVEZ, and please don’t hesitate to contact us if you have any questions about our return and refund process.

Note: This policy is subject to change at CELVEZ’s discretion. Please check back regularly for updates.