Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at ceylo.au@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at ceylo.au@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ceylo.au@gmail.com.

Return & Refund Policy

At Ceylo, every item is lovingly handcrafted with care and attention to detail. We want you to be delighted with your purchase. If you're not completely satisfied, we're here to help.

Returns

We accept returns within 14 days of receiving your order.

To be eligible for a return, your item must:

Be unused, unworn, and in its original condition.
Include all original packaging and tags (if applicable).
Be free from stains, odors, or signs of wear.

To request a return, please contact us with your order number and reason for the return before sending the item back.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

Worn or used baby accessories.
Custom or personalised items.
Sale or clearance items (unless faulty).

Refunds

Once we receive and inspect your returned item, we'll notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Return Shipping

Customers are responsible for return shipping costs unless:

The item arrives damaged.
You received the wrong item.
The item has a manufacturing defect.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery. Include your order number and clear photos of the item and packaging so we can resolve the issue promptly.