SHIPPING & RETURNS
SHIPPING
Delivery Zones
DU CIEL provides worldwide delivery by UPS.
Shipping Costs & Time
Shipping costs will be calculated at checkout. Import taxes and duties are not included in the checkout total. It is the customer's responsibility to cover taxes and duties.
Delivery time within Germany: 3 to 5 working days
Delivery time within Europe: 3 to 5 working days
Delivery time outside of Europe: 5 to 9 working days
In rare instances, international shipping to certain countries may require 2 to 3 weeks for delivery. Please note that we are not liable for any delays resulting from the customs clearance process in the destination country or due to courier transit times.
Upon dispatch of your order, you will receive a tracking number via email. These parcels will include a tracking ID that can be utilized to monitor your delivery through your local postal service.
RETURNS
Please be aware that each product is exclusively crafted by our in-house seamstresses upon request, reflecting their dedicated effort.
Return Conditions - Customer Purchases
DU CIEL has a 14-day return policy: Unwanted items must be shipped to us within 14 working days of receipt. We invite you to carefully read our return conditions and procedure, as failure to adhere to it may result in your order being returned to you without a refund.
As part of our sanitation guidelines, all garments should be tried on over underwear. We maintain the right to decline exchanges that do not meet our exchange criteria. Garments must be returned in an unworn condition, fully resalable, and in their original packaging, inclusive of any tags or labels.
In consideration of hygiene, all lingerie and swimwear bottoms, one piece swimsuit and body purchases are non-refundable and cannot be exchanged. Furthermore, please be aware that we do not accept returns for archive products, collaborations with artists, items on sale and items acquired through promotions.
Please ensure that your package is both insured and prepaid, with traceable shipping. DU CIEL does not assume responsibility for lost packages. Please note that international customers are responsible for covering all shipping and duty fees. In cases where such expenses have not been covered by the customer, the amount will be deducted from the refund amount.
Return Conditions - Styling Purchases
Please reach out to hello@duciel.studio for styling inquiries. This is the exclusive channel through which we can accommodate styling requests. Styling purchases made through our regular ordering process will be designated as customer orders and will be subject to the standard customer return conditions.
Return Procedure
Initiate a return by contacting us at assistance@duciel.studio and providing your order number, along with details of the item(s) you wish to return.
We value your feedback. Kindly inform us about any issues you encountered, whether related to fit, sizing, fabric, or style. Your feedback helps us enhance the DU CIEL experience.Please wait for our confirmation before moving forward.
After receiving our confirmation, please ensure that your package is securely prepared for shipping.
To send your parcel, please use the following address:
DU CIEL
Duisburgerstraße 1
40477 Düsseldorf
Germany
Additionally, kindly share your tracking number with us via assistance@duciel.studio.Once we receive your returned item, we will conduct an inspection and provide you with updates on the status of your refund.
If your return is approved, we will proceed to initiate a refund to your credit card or the original method of payment you used. Please allow for a processing period of up to 10 business days for the credit to appear, which may vary based on your card issuer's policies.