Refund policy

Refund Policy

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.

This guarantee is offered in addition to, and does not replace, your standard legal right of withdrawal described below, which applies to any order — including single-pair purchases — for items delivered with the hygiene seal intact.

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.

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, including the standard delivery costs you originally paid (unless you chose a more expensive delivery option, in which case we refund up to the cost of our standard delivery).

For hygiene reasons, period underwear is delivered in individually sealed packaging. If this seal is broken after delivery — which in practice happens once the item is tried or worn — the right of withdrawal lapses for that item, in accordance with EU and Dutch law on sealed goods that cannot be resold for hygiene reasons. Pairs delivered with the seal intact remain fully covered by the 14-day right of withdrawal.

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.

We recommend informing us of your return via our contact form — this is the fastest way for us to register your return and start processing your refund. You're also welcome to notify us by email, quoting your order number and confirming you'd like to return your order; any clear statement to that effect is valid.

—   Notify us of your return via the contact form or by email

—   Follow the return instructions and drop off the parcel at a parcel station

—   Always include the track & trace number and the return label, so we can identify the parcel as yours

—   We will refund you within 14 days after you have informed us of your return request, to the payment method you originally used, free of charge

Important: If we're unable to identify a returned parcel as yours — for example because we weren't informed in advance and no track & trace number was included — we may not be able to process your refund promptly. To avoid delays, please always let us know before sending your return, and include the track & trace number and return label with the parcel.

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.

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.

Period underwear is delivered in sealed packaging for hygiene reasons and comes into direct contact with the body. Once the seal has been broken after delivery, that item is excluded from the right of withdrawal. Pairs delivered with the seal intact 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.

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

In line with your statutory right to conforming goods, we will first send a replacement free of charge. If we can't provide a suitable replacement within a reasonable time, or the replacement also arrives defective (which is very unlikely), you're entitled to a full refund instead.

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.

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.

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 do our best to keep translations accurate; however, if you shopped with us in Dutch or Danish, the terms of that language version govern our agreement with you, and any unclear wording is interpreted in the way most favourable to you, as required under Dutch consumer law. The English version serves as our internal master reference.