Refunds, Returns & Exchanges

Hours of Operation:  

Monday through Friday 9am-5pm EST 

      COMPANY POLICY FOR ONLINE ORDERS 

      At Ciao By CC, we are committed to providing our valued customers with the finest products and services. Our online order policy is designed to ensure that your shopping experience with us is as delightful as possible. Please take a moment to read through our policies before placing an order.


      PREORDER & LIMITED EDITION STYLES

      • You have 3 business days to cancel.
      • Are eligible for exchanges only.
      • Up to 6-8 weeks for production and delivery.
      • All 10% discounts from placing an early access order are nonrefundable if cancelled.
      • All preorder customers are required to make a Ciao by CC Customer Profile where they can check their order status, make size adjustment requests, make return requests, and make manual payments. 
      • All delivery dates will be listed on the product page. They will also be listed at checkout and in your order confirmation email. The company has a right to adjust delivery dates where necessary if delays arise. The customer is notified of a delay no later than 5 days prior to the original delivery date. If the customer is notified less than 5 days prior to delivery, the company will retain fault, resulting in cancellation of her order effective immediately, and a full refund will be issued.
      • Please note if you place an order for a preorder style, you are required to authorize our company to charge your payment method on an installment basis for upfront deposits and balance payments 48 hours before shipping. 
      • If you place a preorder and your payment method fails to collect the balance, you will be given 3-5 business days to settle the balance, or your order will be cancelled and your deposit will be forfeited.
      • Preorder communication and updates will be issued in 4 intervals
      1. Order confirmation
      2. Production update (Halfway through the delivery cycle).
      3. Pre-shipment update (48 hours before item ships)
      4. Your order has shipped (Tracking number) 


      MADE-TO-ORDER/HAUTE COUTURE 

      • All made-to-order styles will require a signed electronic copy of a contract.
      • Each made-to-order/haute couture piece has its own processing timeline (averaging 3-4 months) and is relayed to the client prior to purchase or during the consultation call, depending on the complexity of the design. 
      • You have 24 hours to cancel.
      • The client has up to 2 revisions during garment production.
      • Made-to-order items are not eligible for refunds, exchanges, or store credit after 24 hours.
      • All made-to-order customers are required to make a Ciao by CC Customer Profile where they can check their order status and make manual payment. 
      • Please note if you place an order for a made-to-order style, you are required to authorize our company to charge your payment method on an installment basis for upfront deposits and balance payments before shipping
      • If you place a made-to-order and your payment method fails to collect the balance, you will be given 3-5 business days to settle the balance, or your order will be cancelled and your deposit will be forfeited.
      • Made-to-order communication and updates will be issued in 4 intervals
      1. Order confirmation
      2. Consultation call (to confirm all order details & measurements)
      3. Production update (Halfway through the delivery cycle).
      4. Final review & virtual fitting 
      5. Pre-shipment update (48 hours before item ships)
      6. Your order has shipped (Tracking number) 


      REFUNDS, RETURNS, AND EXCHANGES 

      RETURNS 

      • For all orders, returns must be made and received by Ciao By CC within 14 days from the delivery date.
      • Items must be in original condition, unused, with no signs of wear and tear, and with all tags and packaging intact. We reserve the right to refuse returns if items do not meet this condition.
      • Failure to return within 14 days will result in the return request being denied and returned to the customer. 
      • All returns incur a fee of $15 USD which will be debited/invoiced to your existing order once you have submitted your return request.


      REFUNDS & EXCHANGES

      • For Returned Items, refunds are granted on a case-by-case basis, subject to evaluation by our customer service team. If you are eligible for a refund, the original purchase amount will be credited to your account or payment method.
      • For Damaged Items, if it was delivered and damaged upon receipt, the customer has the right to receive the same product free of cost as a replacement. Please contact our customer service team at customercare-help@ciaobycc.com within 48 hours of receiving the item to initiate the exchange process.
      • If an order was placed and a discount has been applied outside of your welcome discount, the item is considered a final sale and only eligible for exchanges.
      • If an order was made during the following Sales Periods they are considered final sales and not eligible for returns. In other words, they are non-refundable but eligible for an exchange: 

      Sample Sale, Flash Sale, Archive Sales, Black Friday Sale, Cyber Monday, End of Season sales or End of the Year Sale are considered final sale and are not eligible for returns or exchanges. 

      • If the order is in processing and has not yet been shipped, it is not eligible for a cancellation but is eligible for a Store Credit refund. 
      • Please note the delivery schedules for Black Friday, Cyber Monday, and our End-of-Year Holiday Sale will be consolidated in the preorder queue of  30-90 days for production and delivery in light of the significant demand. At the 90-day mark, the customer has the option to request cancellation and a full refund.


      INTERNATIONAL ORDERS

      • Ciao by CC IS NOT RESPONSIBLE for duties or taxes to be paid on ANY parcels. Please refer to your country's import laws in order to calculate any additional charges incurred. Duties and taxes are not calculated by Ciao by CC but by the importer's government. 
      • Should you face any challenges with shipment delivery, please contact our  customer care team (customercare-help@ciaobycc.com) immediately so we can try our best to rectify it with the shipping carrier on our end.


      PROCESSING & SHIPPING TIMES

      • Our carriers are UPS for Domestic Shipping & DHL for International Shipping.
      • If your order contains both preorder and non-preorder items, then split shipments will not be sent unless you have requested and paid for an additional label or at the company's discretion to relieve shipping backlogs. 
      • Normal processing times for preorders are displayed on the product page and have separate timelines from the shipping method selected at checkout. Once the item arrives at our warehouse, then your preshipment process will begin.
      • Normal processing times for orders are 4-5 business days. However, during the holiday season and extended sales period, our processing time may extend to 10 business days to accommodate the increased volume of orders.
      • Please be aware that if you place an order after 12 pm on Friday, your item will be processed and shipped starting from the following Monday. We appreciate your patience and look forward to delivering your purchase to you soon


      CLAIMS AND DISPUTES

      • In the event that an item does not arrive as expected, or if you have any claims or disputes, please reach out to us immediately via email at customercare-help@ciaobycc.com.  We will provide you with the next steps to resolve any shipping claims or disputes. 
      • We encourage you to reach out to our team before you request a claim or file a dispute with your bank so that we can provide a swift resolution for your order, as merchant disputes can take up to 75 days, and we would like to avoid both parties being unable for such an extensive period of time. Your satisfaction is our priority. 


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      At Ciao By CC, we value our customers' journey with our brand and have put the necessary policies in place to protect both parties as we aim to provide the highest level of service and the finest products. If you have any questions or concerns regarding this policy or any of our products, please do not hesitate to reach out to our customer service team at customercare-help@ciaobycc.com.


       *Please note that this policy is subject to change. Any changes will be posted on our website or disseminated via email through our mailing list, and the effective date will be updated accordingly. It is your responsibility to review this policy before making a purchase.*


      Thank you for choosing Ciao By CC for your luxury shopping needs.