Refund policy

To be eligible for a return or exchange, please ensure that the following conditions are met:

1. Your request falls within the period of 30 days from the date of receipt of the products ordered (or, when the order relates to several products delivered separately, from the receipt of the last product).

2. The garment is in its original condition and has not been washed (the garment must not be marked with any traces, whether makeup, deodorant stains, sweat marks, etc.).

3. The garment has never been worn - except for the first fitting - and still contains its tag.

If you are unsure whether your item is eligible for an exchange or return – for example, if you have exceeded the 30 day deadline, if after receipt of the package the status of your order is maintained as “unprocessed” in your customer area, or if it is an item subject to a particular promotion – please contact us first via the Support bubble on our site.

Please note that Célia  Pale reserves the right to refuse a return on an item that does not meet the conditions listed above and will not be able to provide a refund of postage costs. Please understand that we cannot accept these items as we will not be able to relist them. For the application of the legal guarantees of conformity and hidden defects, please refer to our General Conditions of Sale. How do I proceed with exchanges or returns? If you have a customer area, go to your area and click on the “Orders” tab Then follow the steps! For free exchanges or returns: Free exchanges or returns are calculated according to your loyalty level and the shipping address of your order. For exchanges or returns at your expense: Simply return the item to us the following address with your delivery note slipped inside, no later than 30 days following your request for exchange or return:

Avenida Gustavo Eiffel 278 1
4000-279 Porto
Portugal

If you no longer have the delivery note, simply download and replace it with the return form

Upon receipt of the package and according to your request:
• We will make the exchange (subject to stock) and we will contact you by email.
• We will refund it (minus any return costs) and you will receive an automatic notification by email. Reimbursement will take place as soon as possible and at the latest within 30 days from the effective recovery of the products by our services or until the customer has provided proof of the shipment of the products, the date retained being that of the first of these facts. The refund will be made using the same means of payment as that used for the initial transaction, unless Tombasana and the customer expressly and in writing agree on a different means. In any case, this refund will not incur any costs for the customer. We are not obliged to reimburse the additional costs if the customer has expressly chosen a more expensive delivery method than the standard delivery method offered.
• We will edit a credit note linked to your customer account and we will send you the code by email.

Some reasons for exchanges or returns will require the intervention of the after-sales service. For this, you will be advised to contact us.