Refund policy

Effective Date: 01-09-2025
Last Updated: 20-10-2026

At Cecole, we want every customer to feel confident when shopping with us. If your purchase isn’t quite right, we’re here to help. This Refund & Returns Policy explains how you can return an item, receive a refund, or request an exchange in accordance with applicable consumer protection laws.

1. Your Right to Return (30-Day Guarantee)

You may return your order within 30 days from the date of delivery. To be eligible for a return, please ensure that:

  • The item is unused, unworn, and in its original condition
  • All original packaging, tags, and accessories are included
  • Proof of purchase (order ID or receipt) is available

Items that show signs of use, damage, or wear caused after delivery may not be eligible for return unless faulty.

2. How to Start a Return

To request a return, simply contact us:

Email: info@cecole.com

Please include your order number and the reason for your return.

Our customer service team will provide:

  • The correct return instructions
  • The return address appropriate for your order

Returns should not be sent without contacting us first so we can ensure they are processed correctly and promptly.

3. Return Shipping Costs

Return shipping costs are the responsibility of the customer. Please use a tracked shipping service, as we cannot accept responsibility for returns lost in transit.

4. Refunds

Once your return has arrived at our processing centre and been inspected, we will notify you by email.

Approved refunds will be issued within 5–10 business days to your original payment method.

Please note:

  • Depending on your bank/card provider, it may take up to 14 business days for the refund to appear.
  • If a return is not approved (e.g., used or damaged items), we will contact you to discuss next steps.

5. Exchanges

If you’d like to exchange an item:

  • Begin by contacting our customer support team.
  • Our team will guide you through the exchange process.
  • In certain cases, we may advise you to return the item for a refund and place a new order for the correct product.

This ensures fast processing and accurate stock handling.

6. Damaged or Incorrect Items

If you believe your item arrived damaged or is not the item you ordered, please email us within 48 hours of delivery with your order number and clear photos of the item, the size label and the packaging.

Our team will review your photos and offer a replacement or another suitable solution. Please do not send any item back before our team has approved it. Fit, style or change of mind are not considered damage.

7. Contact Information

If you have any questions about returns, refunds, or exchanges, our customer support team is here to help.

Customer Service Is Available:
Monday-Friday: 8:00 AM – 6:00 PM ET (Eastern Time)

Email: info@cecole.com

Support Information: Customer service is based in the Netherlands and provides dedicated English-language support for all our customers. We aim to respond to all inquiries within 2 business days.

8. Company Information

This online store is operated by: Cecole, registered in the Netherlands under company registration number 99493144.

For information about delivery times and shipping methods, please view our Shipping Policy.