Refund policy
CICI DREAM – Return, Refund & Care Policy
We put great care into every piece — from feather selection to final inspection in our atelier. As a small studio, we stand by our craftsmanship and want you to feel the same confidence in every order.
Pre-Shipment Care
To honor your trust, we:
✓ Email detailed photos or videos of your piece before shipping.
This helps avoid errors, ensures accurate fulfillment, and protects our planet’s resources.
Please check your item on the day it arrives — we want you to be delighted from the very beginning.
Shipping
Each piece is handmade to order. Please allow 2–4 weeks for crafting, depending on the complexity of your design.
Shipping Timeframes:
- US orders: typically arrive within 7–14 business days after dispatch.
- CA orders: typically arrive within 10–18 business days after dispatch.
- UK orders: typically arrive within 10–20 business days after dispatch, depending on local delivery schedules.
You'll receive a shipping confirmation email and tracking number once your order has been dispatched.
Shipping Fee & Duties:
We currently offer free shipping for qualifying orders — US$99 (US), US$109 (Canada), or US$119 (UK).
Orders below this threshold incur a standard shipping fee — typically US$15 (US), US$15 (Canada), or US$20 (UK) — which will appear at checkout.
All international orders may be subject to additional duties or taxes as required by the destination country. These fees are determined by local customs authorities and are the responsibility of the customer. We are not associated with, nor can we influence, these charges.
If your order seems delayed, don’t worry — handmade items sometimes need extra preparation time. Feel free to email us anytime for updates.
Returns & Eligibility
Because every CiciDream piece is individually handmade, returns are accepted only in the following cases:
- Manufacturing defects reported within 72 hours of delivery, or
- Incorrect item received.
Returns are not accepted for:
- Custom or personalized orders
- Earrings (for hygiene reasons)
- Items that have been worn, tried on, or altered after delivery
- Missing original packaging or tags
If your item is ineligible for return, you may still request store credit toward an exchange. Contact us and we’ll try to help.
Alternative Solutions
With your consent, we may offer a voucher, store credit, or partial refund as an alternative solution.
These are voluntary options and do not affect your statutory rights under applicable consumer laws.
We’ll always discuss these options with you first to find the best solution together.
UK Customers – Statutory Rights
As required by UK law, customers may have the right to cancel certain ready-made, non-custom items within 14 days of receiving them, provided the item is unused, unworn, and returned in its original condition and packaging.
Custom-made or personalized pieces are exempt from this right.
Return postage for statutory cancellations is typically the responsibility of the customer. Refunds exclude the original delivery cost. Made-to-order items are not eligible for statutory cancellation but may qualify for repair or store credit under our goodwill policy.
How to Request a Return
- Email hello@cicidream.com within 72 hours of delivery.
- Include your order number and photos or a short video showing the issue.
We will respond within 3 business days with return instructions and the correct address.
If your return is approved, the customer is responsible for shipping. Replacement or refund will be issued once the item is received and verified.
If you don’t have a video, please send detailed photos — we’ll review your case based on the available information.
Warranty Specifics
Our “Lifetime Remaking” policy covers:
- Structural failures (e.g., broken clasps)
- Material defects (excluding natural patina or color change)
Requirements:
- Proof of craftsmanship failure
- Original proof of purchase
- Identical materials must be available
Within the first year, remakes are free of charge. After the first year, we’ll explore solutions with you. If original materials are unavailable, we may offer store credit at current market value.
Additional Notes
• All returns are subject to final quality inspection.
• By submitting a return request, you agree to our evaluation.
• Store credit may be issued in cases where return eligibility is unclear.
A Gentle Reminder
Please check your piece on the day it arrives. We want to make sure you're happy and can resolve any concerns promptly.
Every item is handcrafted and thoroughly documented before shipping — this is how we ensure fairness and quality on both sides.