30-Day Returns & Exchanges

Return & Exchange Window

CelinieJourney accepts return and exchange requests within 30 calendar days from the date your order is delivered.

Requests submitted after the 30-day return window are not eligible for a standard return or exchange. If your item has a potential manufacturing defect after the return window has passed, it may be reviewed under our warranty policy instead.

Eligible Items

To be eligible for a return or exchange, items must be unworn, unused, unaltered, undamaged, free from scratches, stains, fragrance, cosmetic residue, or other signs of wear, and returned in resalable condition.

Please return your item with its original packaging and any included accessories or promotional gifts whenever possible. Unless otherwise stated on the product page or at checkout, CelinieJourney products currently sold on our website are eligible for return or exchange as long as they meet these conditions.

Items That May Be Refused

We may refuse a return or exchange if the item shows signs of wear or use, has been damaged after delivery, has scratches, dents, missing stones, or customer-caused damage, has been altered, resized, repaired, or modified by anyone other than CelinieJourney, has fragrance, cosmetic residue, stains, or other visible signs of use, is missing important included items, packaging, or gifts, or was returned without prior authorization.

If an item is returned in a condition that does not meet our return requirements, we may refuse the return, delay processing, offer a partial refund when appropriate, or return the item to the customer.

Original Packaging, Gifts & Missing Items

Please return your item with its original packaging and any included gifts or accessories. If the jewelry itself is in acceptable condition but original packaging, accessories, or included gifts are missing, the value of the missing item may be deducted from the refund amount.

If a promotional gift was included with your order and is not returned, the retail value of the missing gift may be deducted from your refund. If the item itself has been damaged due to customer handling, wear, misuse, or improper return packaging, the return may be refused.

How To Start A Return

For a standard return, you may sign in to your CelinieJourney account and submit a return request from your order page if self-serve returns are available for your order. You may also contact us at return@celiniejourney.com for assistance.

Please include your order number, full name, email address used for the order, phone number, return reason, and photos or videos of the item when applicable. If your return shipment has already been approved and sent, please also include tracking information.

After your request is reviewed, our support team will provide return instructions if the return is approved.

How To Start An Exchange

For exchanges, please contact us at return@celiniejourney.com before sending anything back.

Because exchanges may involve item availability, size changes, style changes, price differences, or product condition review, exchange requests are handled by our support team. Shopify self-serve returns may be used for standard return requests, but exchange requests should be reviewed directly with our team.

Return Authorization Required

All returns and exchanges require approval before shipment. Please do not send any item back without return authorization.

Return authorization does not guarantee a refund. Final approval is issued after the returned item has been received and inspected.

Returns sent without authorization may be refused, delayed, or returned to the customer at the customer's expense. The return address will be provided only after your request has been approved.

Customer-Preference Returns

For returns requested for personal reasons, the customer is responsible for return shipping costs. Customer-preference reasons may include changed mind, ordering the wrong item, selecting the wrong size, selecting the wrong color, finish, or style, no longer needing the item, accidental order, preference for a different design, or fit and comfort preferences.

For customer-preference returns, CelinieJourney does not provide a prepaid return label. Customers may choose their own carrier and are responsible for shipping the item safely back to us. We recommend using a trackable shipping service and keeping your return tracking number until the return has been received and processed.

Customers are responsible for securely packaging return shipments. CelinieJourney is not responsible for lost or damaged return shipments sent with a customer-selected carrier.

CelinieJourney Responsibility Returns

If a return or exchange is required because of an issue caused by CelinieJourney, we will help cover the approved return shipping process.

CelinieJourney-responsibility reasons may include a wrong item sent, incorrect size, color, finish, or style sent, an item arriving damaged or defective, a missing item from the order, a confirmed fulfillment error, a confirmed packaging error, or an item that is materially different from the order confirmation.

For approved returns caused by CelinieJourney error, we may provide a prepaid return label or arrange return shipping instructions. Damage, defect, incorrect item, or missing item claims must be reported within 7 calendar days of delivery. Photos and videos may be required so our team can review the issue.

Exchanges

We accept exchanges for eligible items within the 30-day return window. Exchanges may be requested for a different size, color, finish, style, or product, subject to availability and approval.

If the replacement item costs more than the original item, the customer is responsible for paying the price difference before the replacement is shipped. If the replacement item costs less than the original item, the difference may be refunded to the original payment method.

For customer-preference exchanges, customers are responsible for shipping the original item back to us. CelinieJourney will cover standard shipping for the replacement item for one approved exchange per order. If the exchange is required because of a CelinieJourney error, CelinieJourney will cover the approved return shipping process, and the replacement item will be shipped with standard free shipping.

If the requested replacement item is unavailable, our support team will contact you to discuss available options, which may include selecting a different item or receiving a refund. An exchange does not restart the original 30-day return window. If there is an issue with a replacement item, please contact us within 7 calendar days of delivery.

Refunds

After we receive your approved return, CelinieJourney will inspect the item and process eligible refunds within 5-15 business days. If the return is approved after inspection, your refund will be issued to the original payment method.

Refunds are based on the actual amount paid for the returned item, including any discounts applied at checkout. CelinieJourney does not deduct the original free standard shipping cost from eligible refunds.

Once a refund is issued, your bank, card issuer, or payment provider may take additional time to post the funds to your account. In many cases, refunds may take up to 10 business days to appear after processing. Applicable taxes will be refunded according to Shopify, payment processor, and tax rules for the returned item.

Gift orders are refunded to the original purchaser and original payment method.

Bundles, Sets & Gifts

If an item was purchased as part of a bundle or set, the complete bundle or set must be returned together. Partial bundle returns are not accepted.

If your order included a promotional gift, the gift must be returned with the original item. If the gift is not returned, the retail value of the gift may be deducted from the refund.

Damaged, Defective, Or Incorrect Items

If your item arrives damaged, defective, incorrect, or incomplete, please contact us within 7 calendar days of delivery at return@celiniejourney.com.

Please include your order number, a description of the issue, and clear photos or videos of the item and packaging. Our support team will review the issue and provide next steps. If the issue is confirmed to be caused by CelinieJourney, we will help arrange an appropriate solution, which may include replacement, exchange, return shipping support, or refund.

Damage to the outer shipping box alone does not qualify as a return or exchange reason if the jewelry itself is not damaged.

Packages Marked Delivered But Not Received

Packages marked delivered but not received are handled under our Shipping policy, not as returns or exchanges. If your tracking shows delivered but you have not received the package, please review our Free Shipping policy for next steps and contact the local carrier first for delivery details.

Shipping During Returns & Exchanges

Free standard shipping applies to eligible outgoing orders and approved replacement shipments within the United States.

For customer-preference returns, the customer pays return shipping. For customer-preference exchanges, the customer pays return shipping and the replacement ships with standard free shipping. For CelinieJourney-error returns or exchanges, CelinieJourney helps cover approved return shipping, and approved replacement items ship with standard free shipping.

U.S. Orders Only

At this time, returns and exchanges are available only for orders shipped within the United States.

Need Help?

For return or exchange questions, please contact us at return@celiniejourney.com or call 614.636.3778.

For shipping-related questions, please visit our Free Shipping page or contact shipping@celiniejourney.com. For general support, you may also visit our Contact Us page.