Refund policy

Refund Policy

14-Day Money Back Guarantee — Multi-Pack Orders Only

We want you to feel confident trying Cicella for the first time. That's why we offer a 14-day money back guarantee — exclusively when you purchase a multi-pack of the same style.

Here's how it works: try one pair, and if you're not completely satisfied, return the remaining unworn pairs within 14 days and we'll refund your entire order. No questions asked.

Please note the following conditions:

• The guarantee applies to your first order only and is valid once per customer
• Only pairs that have not come into contact with the body can be returned
• If more than one pair has been worn, the money back guarantee no longer applies
• This guarantee does not apply to single-pair purchases — period underwear that has been worn cannot be returned for hygiene reasons

We assess all situations individually and may offer a partial solution at our discretion if circumstances warrant it.

14-Day Right of Withdrawal

Of course, you may wish to return your order if it does not meet your expectations or if you would like a different size or colour.

Legally, you have 14 days after receiving your order to return it. This is known as the right of withdrawal. The 14-day period begins from the moment you receive your parcel.

If you inform us that you wish to return the items or register your return via our return portal, this date will be considered the withdrawal date. We will then refund your money within 14 days.

Please note that worn items cannot be returned for hygiene reasons. This right of withdrawal applies to unworn items in their original condition only.

How Can I Exchange Products?

If you would like to exchange the product you ordered for a different size or color, that is no problem at all. Simply complete our contact form, enter your order number (starting with #Cicella), and let us know which product you would like to exchange.

How Can I Return an Item?

Please inform us of your return using the contact form. This allows us to process your refund immediately.

• Notify us of your return via the contact form
• Follow the return instructions and drop off the parcel at a parcel station
• Send the parcel to our return address
• We will refund you within 14 days after you have informed us of your return request

Important: If you do not notify us of your return in advance and do not use the return form, we will not be able to issue a refund. This is because we cannot identify the parcel as yours. To avoid any issues, please always complete the contact form before returning your items.

Order Cancellation

You may cancel your order within 2 hours of placing it. Order processing begins automatically after 2 hours, and cancellation is unfortunately no longer possible after this point.

You may, of course, return the parcel once you have received it, provided it meets the return conditions above.

Do I Have to Pay for Return Shipping?

No. If you choose a Cicella voucher/store credit, we will cover the return shipping costs for you. You can then redeem the voucher in our webshop.

If you prefer a monetary refund instead of a voucher, you will be responsible for the return shipping costs.

Return Exceptions

Period underwear comes into direct contact with the body and cannot be returned once worn, for hygiene reasons. Unworn items in their original condition can be returned within the standard 14-day withdrawal period.

The following product categories are also non-returnable once used: swimwear (bikinis, swimsuits, swim shorts) and manicure and pedicure products.

What Should I Do If I Receive a Defective Product?

Unfortunately, products can sometimes be damaged during transport. If this happens, please contact us immediately.

We will always send a replacement free of charge the first time and cannot offer a refund at this stage. If the replacement also arrives defective (which is very unlikely), we will of course issue a full refund.

Sender Responsibility

The sender of a parcel is always responsible, including for returns. Therefore, you must always provide us with a track & trace number and include the return label with the parcel to avoid any issues.

Warranty and Right to Claim

In accordance with EU regulations and local legislation, consumers have a statutory right to claim for defects for a minimum of 2 years from the date of delivery. This legal right applies independently of any additional commercial warranties we may offer.

If an extended warranty applies to a product, this will be clearly stated in the product description, along with the applicable terms and conditions.

Disclaimer

We strive to ensure that all information on this page is accurate and up to date. However, we reserve the right to correct any errors, inaccuracies, or omissions at any time without prior notice. In the event of a discrepancy between the information on this page and applicable law, the latter shall prevail. This page may be available in multiple languages — we cannot guarantee the accuracy of all translations, and the English version shall always be considered authoritative.