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FAQ

  • RETURN & EXCHANGES
      HOW TO DO EXCHANGE & RETURN?
      If your order arrives damaged or defective, we can assist only replacement within 30 days of purchase. Please be sure to reference your order number with all communications with our customer service team for faster processing.

      1. If a package is confirmed delivered by our logistic partners, but it is stolen or you are unable to locate it, we are unable to refund the order amount.

      2. We cannot accept responsibility for personal damages to an item. If the item has been dropped, stolen, spilled, misused, etc., we cannot issue a refund.

      3. If the items arrive damaged or defective, please send us some photos of the condition via email at cieloofficial2021@gmail.com for investigation and replacement.

      4. Unfortunately, It’s being delivered directly from Korea, once your order has been processed by our warehouse, we cannot refund or exchange your order.
  • DO YOU SHIP INTERNATIONALLY?
      We currently only ship within the continental United States, U.K, Singapore, Canada, Philippines, Malaysia, Indonesia, Germany, Mexico, India, Netherlands, Chile, Spain, Brazil, France, Sweden, Russia, Belgium, and Finland . Unfortunately, shipping is not available to the Virgin Islands, Puerto Rico, Alaska, and Hawaii at the current time.
  • HOW MUCH IS THE SHIPPING?
      Standard shipping within the continental US is free on all orders 70$ and over, excluding tax, and after discounts are applied. Standard fulfillment & shipping takes 5-13 business days after the order is placed using EMS.
  • I'D LIKE TO CHANGE MY SHIPPING ADDRESS
      Unfortunately, once your order has been processed by our warehouse, we cannot edit your address or modify your order. so please ensure that you provide the correct shipping information during the checkout. It is very important that you provide us with the correct shipping information. We will not be held liable for any failed delivery due to wrong delivery information provided by the customer during the checkout.
  • I’D LIKE TO CANCEL MY ORDER
      Orders submitted on our website process and ship very quickly and it is delivered directly from Korea. Once your order has been processed by our warehouse, we cannot cancel your order. If you want to double check with your order status to cancel it, Please contact us at cieloofficial2021@gmail.com

      Just contact our customer care team as soon as possible, and a CIELO CS will let you know if your order can still be changed.
  • HOW LONG DOES THE SHIPPING TAKE?
      Standard fulfillment and shipping takes 5-13 business days after the order is placed using EMS. Depending on where you live, delivery may take a longer time to arrive.
  • MY TRACKING NUMBER HAS NO SHIPPING UPDATES, WHERE IS MY PACKAGE?
      It’s totally normal for your tracking to go a few days without an update. Once your package arrives at your local post office, the tracking may not update until it goes out for delivery. Sometimes shipping labels can get scratched during processing and don't register properly, but your package should still be on its way!

      If more than 13 business days have passed since your package shipped and you still haven't seen any updates, please contact us at cieloofficial2021@gmail.com for assistance. Please be sure to reference your order number with all communications with our customer service team for faster processing.
  • MY SHIPPING SAYS "DELIVERED", BUT I HAVE NOT RECEIVED THE PACKAGE. WHAT HAPPENED?
      Packages are scanned for delivery before your local mail carrier physically drops them at your home, and you may receive your package within 24 hours after your tracking has updated to “delivered.”

      If it’s been longer than 24 hours, please contact us at cieloofficial2021@gmail.com for help!
  • I DID NOT GET A TRACKING NUMBER, HOW CAN I TRACK MY ORDER?
      You should receive an automated email with a tracking number once your order has been shipped out from the warehouse. Email will be sent within 3 business days of after you placed the order.
      If you did not receive the email, please email us at cieloofficial2021@gmail.com with your order number, and we will check the status for you.
  • WHAT SHOULD I DO IF I RECEIVE THE WRONG PRODUCT OR MISSING ITEMS?
      We're so sorry to hear of your concern. If you received a product different from the one that you ordered, sorry about that! Please contact us at cieloofficial2021@gmail.com with photos of the items you received and the packing slip in the box, and we'll assist with getting the right products to you.
  • I DID NOT RECEIVE A CONFIRMATION EMAIL AFTER PLACING AN ORDER. WHAT WENT WRONG?
      If you did not receive a confirmation email after placing an order, it is most likely because an incorrect email address was entered during checkout.
      Kindly send us an email at cieloofficial2021@gmail.com with your name and phone number, as well as the items that you purchased, so that we can search your order.
  • WILL I HAVE TO PAY CUSTOMS TAXES ON MY SHIPMENT?
      When ordering from CIELO, the customer is considered the importer of the purchased products and will be responsible for any customs tax, import duties, goods and services tax (GST), value-added tax (VAT), or any similar customs-related charges. Customs policies vary by country and CIELO cannot make any guarantees as to whether or not shipments will be subject to customs-related fees. Please contact your local customs office for more information.

      In addition to customs fees, customers may also incur other charges, such as administration or brokerage fees. These are handling charges incurred due to customs processing and clearance of your shipment. Customers are required to pay the relevant courier service upon delivery of the shipment.
  • WHAT HAPPENS IF THERE ARE BANNED ITEMS IN MY SHIPMENT?
      Customers should contact their local customs office for information concerning banned items in their countries. We are required by law to declare our shipments according to their actual content and value.
      We cannot entertain requests to alter declaration values and/or the content of shipments.  If for any reason your local customs authorities confiscate any items from your order, CIELO is not responsible for reshipment or refund regarding the confiscated item(s).
  • WILL I RECEIVE A REFUND IF I REFUSE THE SHIPMENT WHEN IT IS DELIVERED TO ME?
      If customers refuse a package due to customs issues, including refusal to pay customs tax or duties, failure to provide requested documents, or other related issues, we will not be responsible for any refund or reshipment of the refused package.
  • DELIVERY FAILURE
      Unclaimed Return - If a parcel is returned to CILEO because it was unclaimed, the customer is responsible for the shipping costs. CILEO is not responsible for unclaimed parcels.
  • WHERE DOES CIELO SHIP ITS ORDERS FROM?
      All orders are processed and shipped from our warehouse in South Korea.

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