Refund & Return Policy

At Cielle Tailoring, your satisfaction and trust are our highest priority. Every abaya we create is handcrafted with precision, using the finest fabrics and tailoring techniques to ensure both quality and elegance. Because each piece is made to order and customized based on your individual preferences and measurements, our policies differ from those of mass-produced clothing brands.

This document explains our refund and return policy in detail, as well as the reasoning behind our approach, so you can shop with confidence.

Why Refunds & Returns Are Limited

We understand that online shopping can sometimes raise concerns about fit, fabric, or final results. However, our policy is built around the unique nature of our craft:

Made-to-Order Production – Every abaya is cut, stitched, and finished according to your chosen specifications (size, fabric, style, embroidery, or details). Once production begins, materials are dedicated exclusively to your order and cannot be reused.
Personalization & Custom Fit – Unlike ready-made garments, tailored abayas are adjusted to the measurements you provide. As a result, they cannot be resold or repurposed for another client.
High Standards of Hygiene & Care – Out of respect for our customers and to maintain luxury standards, we cannot resell any garment that has been worn or tried, as it no longer meets our strict quality assurance.
Craftsmanship Commitment – Each order involves skilled artisans and significant time investment. Accepting general returns would reduce the value of their craftsmanship and increase costs for all customers.

For these reasons, we kindly ask for your understanding that all sales are final.

Exceptions to Our Policy

Although returns and exchanges are not generally possible, exceptions apply in the following rare cases:

The item arrives damaged or defective.
We mistakenly send the wrong size, color, or style that does not match your confirmed order.

In such cases, we are committed to resolving the issue quickly and fairly.

Reporting an Issue

If you believe your order qualifies for a refund or replacement, please follow these steps:

Notify us within 48 hours of delivery.
Provide your order number and a detailed description of the issue.
Attach clear photographs showing the damage, defect, or incorrect item.

Once our team reviews and verifies the claim, we will offer either:

A replacement of the same item, or
A full refund to your original payment method.

We aim to process valid claims as quickly as possible to minimize inconvenience.

Situations Not Eligible for Refund or Return

Please note that the following do not qualify for refunds, exchanges, or returns:

Change of mind after the order has been placed.
Incorrect or incomplete measurements provided by the customer.
Preference differences, such as expected color shade, fabric feel, or styling details when the order matches the specifications provided.
Delays caused by customs or shipping carriers, as these are beyond our control.

We encourage all customers to double-check their order details and measurements carefully before placing an order to avoid disappointment.

Customer Responsibilities

To help us serve you better and ensure a seamless process:

Please provide accurate and complete measurements.
Review all order details (style, color, fabric, and size) before confirming your purchase.
Contact us immediately if you notice any mistakes in your order confirmation.

How to Reach Us

Our customer service team is here to support you with professionalism and care. If you need assistance regarding your order, please contact us through one of the following channels:

Phone: +973 3923 0002
Email: info@ciellebh.com
Website: www.ciellebh.com

When reaching out, kindly include your order reference number for faster service.

Final Note

At Cielle Tailoring, our goal is not only to deliver elegant, high-quality abayas but also to create a positive and trustworthy shopping experience. While our refund and return policy must be strict due to the bespoke nature of our products, we promise to always act with fairness, transparency, and integrity in addressing any genuine concerns.