Refund policy
REFUND & RETURN POLICY
Last updated: February 22, 2026
1. UNCOMPROMISING HYGIENE STANDARDS
Due to the intimate nature of our products, Ciela Form maintains uncompromising hygiene standards. To guarantee the health and safety of our community, we do not accept returns or exchanges on items that have been:
Worn or Washed: Items must be completely free of wear, stains, odors (including perfume or deodorant), or pet hair.
Tags Removed: All original tags and hygiene seals must remain fully intact.
Missing Packaging: Items must be returned in their original packaging.
Final Sale Items: Any item that has been opened and tried on in direct contact with the skin is considered Final Sale and cannot be returned, unless verified as defective.
(Please Note: For strict health and safety reasons, all bottoms and panties are considered Final Sale and are excluded from any size exchange programs.)
2. 30-DAY ELIGIBILITY (FIT & QUALITY ASSURANCE)
As a premium intimates brand, we ensure that every Ciela Form product you receive is 100% pristine and untouched. Therefore, we cannot accept returns or process refunds for a "change of mind" or "style preference" once an order has been fulfilled.
Our 30-day policy is explicitly designed for the following two scenarios to ensure your complete satisfaction:
Sizing Issues (The First-Fit Guarantee): If your first Ciela Form Bra or Shapewear item isn't a perfect fit, you are fully covered. We will send you a free size replacement directly to your door (See Section 4). This is a hassle-free exchange program, not a refund program. (Excludes bottoms/panties).
Defective or Damaged Items: If an item arrives with a manufacturing defect, you are fully covered for a free replacement or a full refund within 30 days of delivery (See Section 5).
(We appreciate your understanding that protecting the health and safety of our community means we cannot make exceptions for unopened intimate items if you simply decide you no longer want the product.)
3. RETURN PROCESS (APPROVAL REQUIRED)
To ensure your return is processed correctly, please DO NOT send your purchase back to the address on the shipping label. Packages sent without prior authorization will not be accepted and will not be refunded.
Step 1: Contact Us — Email our support team at support@cielaform.com with:
Your Order Number (e.g., #1234)
Reason for return
Photos of the item (if damaged or for size verification)
Step 2: Assessment & RMA — Our team will review your request. If approved, we will provide you with a Return Merchandise Authorization (RMA) number and the specific return address closest to your location. (Note: As a global brand, we utilize multiple fulfillment centers. We will direct you to the correct facility to minimize shipping costs.)
Step 3: Ship It — Pack the item securely and ship it to the address provided by our support team. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
4. THE FIRST-FIT GUARANTEE™ (SIZE REPLACEMENT)
We know buying intimates online can be tricky, and we want you to feel confident and supported in Ciela Form.
The First-Order Privilege: If your very first purchase of a specific Ciela Form Bra or Shapewear style doesn't fit perfectly, please email us at support@cielaform.com within 30 days of delivery. We offer a specialized First-Fit Guarantee to help you get the right size.
How it works:
- Email us your order number and tell us how the item fits (too tight/too loose).
- Attach a quick photo of the item's size label.
- Our fit specialists will review your request and guide you through our streamlined exchange process to ensure you get the perfect fit as quickly as possible.
(Please Note: The First-Fit Guarantee applies to your first purchase of a specific eligible style only, limited to one size exchange per new style per customer. If you are re-ordering a style you have purchased before, it is not eligible. All bottoms and panties are Final Sale. All exchanges are subject to approval. We reserve the right to flag and refuse service in cases of suspected policy abuse.)
5. DAMAGED OR DEFECTIVE ITEMS
We inspect every order before shipment. However, if you receive a defective, damaged, or incorrect item, please contact us immediately (within 48 hours of delivery) at support@cielaform.com with clear photos of the issue. We will arrange for a free replacement or a full refund. You will not be required to pay return shipping for defective items.
6. REFUNDS
Depending on the resolution determined by our support team, a physical return may not be required for defective items if sufficient photo evidence is provided.
If a physical return is requested: Once your return is received and inspected at our facility, we will notify you of the approval or rejection of your refund.
Approved Refunds: Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days. Shipping Costs: Original shipping costs are non-refundable (unless the issue is due to our error).
7. REPLACEMENT & RETURN SHIPPING COSTS
First-Fit Guarantee (Size Issue on 1st Order): FREE. We cover the cost of shipping your new replacement size.
Defective/Wrong Item Received: FREE. We cover all costs to get you a flawless replacement.
Original Shipping Costs: The shipping fee you paid on your original order is non-refundable.
8. CONTACT INFORMATION
Questions about the Refund Policy should be sent to us at:
Email: support@cielaform.com (Primary Support)
Phone: +1 (305) 630-8522 (Administrative Office)
(Please note: For return authorizations and instructions, you must contact us via Email to receive an RMA number.)