Refund policy

Please note that we do not offer free returns. Return shipping charges apply.

 

Returns:

Is it possible to return my order?

Yes, you can return your order within 14 days of receipt if you are not satisfied with the items. Please note that all sale items are final and cannot be returned. To qualify for a return, the following conditions must be met: 

1. The order must include all original parts, components, and packaging in the same condition as received.

2. The product must show only normal handling, with no signs of careless handling or breakage.

3. Items that are subject to hygiene considerations must be thoroughly cleaned before initiating the return process.

4. The product must be found defective immediately upon receipt.

5. Shipping costs for returns are the responsibility of the customer.

6. Returns will be processed within 7 working days, and if the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.

 

How to Return Your Order:

 If your order meets the above conditions, please follow these steps to initiate the return process:

1. Send an email to: info@celine-sydney.com

2. Include the following information in your email:

• Order number

• Reason for the return request

• Photo of the product if there is breakage

• Customer’s first name and last name

• Customer’s address

 We will then respond with the return address. Please do not send the return to the original sender; we will provide the correct address. The customer is responsible for the shipping costs of returning the product.

 

Right of Withdrawal (JM COMMERCE LTD):

Consumers have the right of withdrawal under the following conditions if they are natural persons entering into legal transactions for purposes not predominantly related to their commercial or professional activities:

 

Return to Sender Policy – Restocking Fee

If a shipment is returned to us due to being marked as Return to Sender (including but not limited to: incorrect address provided, refused delivery, or unclaimed parcel), a 40% restocking fee will be deducted from the total refund amount.

Reason for Restocking Fee: Each returned shipment incurs handling, inspection, and re-inventory costs on our end. Additionally, shipping carriers may charge return fees for undeliverable parcels. The restocking fee helps cover these operational expenses and ensures fairness for our fulfillment team and other customers.

We strongly encourage all customers to double-check their shipping information before completing their order. If you have any questions about your delivery, please contact us as soon as possible so we can assist before your order ships.

Disclaimers 

Photo & Sizing Disclaimer – Product Representation

Please note that all product images on our website and marketing materials are for illustrative purposes only. While we aim to display our products as accurately as possible, variations in lighting, screen resolution, and photography may result in slight differences between the photos and the actual item received. Minor differences in material texture, color tone, or finishing may also occur due to production or batch variations.

Sizing Disclaimer:

All product sizing is listed in accordance with our measurement guidelines. However, there may be a 1–3 cm variance due to manual measurement or the product’s design and stretchability. We strongly recommend referring to the size chart provided for each item and choosing your size accordingly.

General Dissatisfaction:

We understand that personal preferences can vary. While most of our customers are extremely happy with the style and comfort of these boots, we recognize they may not be the perfect fit for everyone. Although we do our best to provide accurate descriptions and visuals, individual expectations and comfort levels are subjective and may differ from person to person.

If you find that the product isn’t quite right for you, it may be returned in accordance with our Refund Policy, which outlines the steps and conditions for eligible returns.

 

Cancellation Conditions:

• Right of Cancellation:

The cancellation period is 14 days from the day you or a third party named by you, who is not the carrier, receives or accepts the last goods.

As we operate with a fully automated system, orders are processed immediately once placed. Therefore, we cannot interrupt the shipping process once it has started, and refunds are not possible until the goods are received.

To exercise your right of withdrawal, you must inform us Celine by a clear declaration (e.g., by e-mail) of your decision to withdraw from the contract. The withdrawal is completed once we receive the goods. The cost of returning the goods is borne by the buyer.

 

Shipments in Transit:

As our goods are shipped from Asia, transit times may be longer and beyond our control. If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods, then return them to us. You may notify us in advance about your cancellation.

To ensure the fastest possible return, please send us a shipping confirmation.

 

Consequences of Withdrawal:

If you withdraw from this contract, we must refund all payments received from you, excluding delivery costs (and any additional costs resulting from choosing a delivery method other than the cheapest standard delivery offered by us), without delay and no later than fourteen days after receiving notification of your withdrawal and the goods. The same payment method used for the original transaction will be used for the refund unless expressly agreed otherwise; in no case will you be charged for the repayment.

All returns must be sent to our central warehouse in Asia at the customer’s expense.