Returns & Exchanges
Cielo Rosa stands behind its products and offers a 100% satisfaction guarantee. If you are not satisfied with your purchase, you may return most unworn merchandise with all tags attached and the original packaging within 10 days of the delivery date for an exchange or refund. The merchandise must be in new condition, free of stains and unnatural smells. Returns will not be accepted if a CieloRosa.com Merchandise Return Label is not attached. Once we receive an exchange order with the CieloRosa.com Merchandise Return Label on it, the product will be inspected and an exchange or refund will be granted to you if approved. Be sure to write the RMA number on the outside of the package as unapproved items will be sent back to you at your cost. A full merchandise refund, excluding shipping and promotional discounts will be issued in the initial form of payment. (For Halloween, Christmas and Valentine's Day Return/Exchange policy information, please refer to the Halloween Return/Exchange Policy and Gift Exchange policy outlined below.)
Items Ineligible for Return or Exchange
The following items do not qualify for a return or exchange and will be returned back to the customer at the customer's expense:
- Gift certificates
- Panties or items that cover the crotch area (Due to federal laws and for the health of our customers)
- Items that have been worn
- Items that smell of cigarette smoke or perfume
- Items with stains
For a return or exchange, you are responsible for the cost of returning the merchandise. You will be billed for the cost of return shipping, which must be paid before we return your exchanged item(s) to you. If you are exchanging an item for a more expensive item, you will be charged the difference plus any associated shipping fees. Credits or charges due will be issued to the original account. Please allow ten (10) business days for your return/exchange to be processed. Initial shipping fees as well as return and exchange shipping costs are not refundable.
If an error has been made, the merchandise/product will be shipped to you at no additional charge upon receipt of the returned product.
Gift Exchanges
A gift may be exchanged for the following:
- You received a body product as a gift and would prefer a different fragrance
- You received merchandise as a gift and would prefer a different size/color or a different item
- You would like to receive store credit
Gift returns and exchanges must occur within 30 days of the initial purchase date. Christmas gifts purchased between November 1st and December 25th must be returned or exchanged by January 8th. Valentine's Day gifts must be returned or exchanged by February 21st.
IMPORTANT: Please include the card that was attached to your order and indicate which fragrance you would like to receive instead. If you no longer have the gift card, please send an e-mail to support@cielorosa.com to obtain a Returned Merchandise Authorization number (RMA#). Create a note with the following information:
- Returned Merchandise Authorization number
- the name of the sender (if you received your order as a gift)
- the address to which we shipped your order
- your name
- the address where you want your order shipped
- your preferred fragrance, size or color
- the approximate date that you received the order
Enclose the note with the items you are returning in durable packaging and send to the following address:
CieloRosa.com
Attn: Return/Exchange: RMA#______
2280 Arlington Ct.
Auburn, AL 36830
Be sure to write the RMA# on the outside of the package. Packages without the RMA number will not be accepted and will be returned to sender.
All gift returns are subject to approval. Once approved, we will ship your replacement at no cost to you. Don't worry, exchanges are confidential. We will not inform the sender that you requested an exchange. Unaccepted items will be returned to you at your cost.
Halloween Return/Exchange Policy
All Halloween return/exchanges must have a Return Authorization Number to be accepted. All normal return/exchange policies written above apply to Halloween purchases with the addition of the following date restrictions.
- All costume and accessory orders placed on or before September 30th are eligible for the normal 10 day return policy.
- All costume and accessory orders placed between October 1st and October 31st are final sales. Any returns or exchanges sent to Cielo Rosa for orders placed October 1st - October 31st will be refused and returned to sender.
- All costumes and accessory orders placed November 1st - September 30th are subject to the normal return and exchange policy.
If you have any questions, please contact us.