+ Return & Exchange Conditions +
- To be eligible for a return or exchange, please ensure that:
- The item must be unused, in original condition, and include all original packaging (box, card, tag, accompanying materials, free gifts…etc.)
- Request must be submitted within 7 days after receiving the item (including weekends and holidays)
- Please note that each order is eligible for a one-time return or exchange only.
- If you receive an item that is defective or damaged; incorrect or missing, please contact our customer service within 7 days. To assist you with a return or exchange, we kindly ask that you provide a detailed unboxing video along with clear photos and a description of the issue, so we can carefully assess the condition of the item.
- Returns/Exchanges will not be accepted for:
- Requests are made after the 7-day window
- Used, worn, modified, or altered items (including stains, scratches, scent and smell residue…etc)
- Missing original packaging, accompanying materials and/or included accessories, free gifts
- Customized or engraved items not eligible for return under appreciation period
- For the laws of Taiwan, hygiene reasons and other customers’ rights, certain intimate items such as earrings and piercings cannot be returned and exchanged.
+ Non-Defect Notice +
All Celestine pieces are handcrafted and made with 925 sterling silver, occasionally paired with natural or man-made stones. Each piece is unique and may show slight variations in detail. The following conditions are considered normal characteristics and not classified as defects:
- Color Variation Differences: in display settings may cause slight color discrepancies between photos and the actual product.
- Handcrafted Traces: Minor glue marks, slightly misaligned settings, soldering points, or subtle surface texture are part of the artisanal process.
- Bent Posts or Chains: 925 sterling silver is naturally soft. Gentle bends, especially in earring posts or adjustable snake chains, are normal and do not affect functionality.
- Slight Measurement Differences: Manual measurements may vary by approximately 0.5 to 1 cm.
- Antique Finishing: Vintage-style pieces may display natural darkened or oxidized areas, which are part of the design.
- Natural or Man-Made Stone Variations: Each stone has its own unique pattern, inclusions, or mineral textures.
- Crack-like Veins & Cloudiness: These are natural characteristics of minerals and gemstones.
- Randomized Stone Selection: Colors and patterns of stones are assigned randomly. Please refer to the actual item received.
+ Return & Exchange Procedure +
If you wish to initiate a return or exchange:
- Email (contact@celestine.tw) or message us via official LINE within 7 days of receiving your order.
- Please Provide us your info.: order No., name & phone No., the name of item, unboxing video and photos of item, reasons for return, refund method (Credit card, ATM bank transfer, Celestine official website credits)
- Once your request is confirm, we will send you return instructions.
- please ship the item within 3 days of receiving confirmation from our customer service.
Returns sent without prior approval, or those shipped after the deadline, will not be accepted. In such cases, the item will be returned to the sender via registered mail. If unclaimed, no further action will be taken. - Return and exchange shipping costs are the responsibility of the customers (except in cases of defects or wrong items)
+ Refunds +
- Credit card: credit card payments will be refunded to your original card (processing time depends on your bank)
- ATM transfers: please provide us accurate account info for refund processing
- Celestine official website credit: refunds will be issued as store credit: the credits has no expiration date
+ Additional Notes +
- For International Orders – Return & Exchange Policy:
If you receive a defective item, please contact our customer service within 7 days and provide an unboxing video along with clear photos. Once the issue is confirmed to be non-human-related damage, the refund will be issued as Celestine official website credits for use on your next purchase. Due to the complexity of international shipping, we do not accept returns or exchanges for overseas orders. Please rest assured that all items are carefully inspected and packaged before dispatch.
- Celestine reserves the rights to make the final decision on all return and exchange requests to ensure fairness to all customers.
- To ensure a positive and respectful shopping experience for both parties, placing an order on the Celestine official website indicates your agreement to our policies. In cases of abuse of the return system or malicious violations, Celestine reserves the rights to terminate your membership and deny your access to our online shopping services.
