Refund policy

Return & Refund Policy

At Ceilão Home, we are committed to ensuring a satisfying experience with every order. Our return and refund policy is designed with transparency and care.

Processing Time

Orders are typically processed within 2–4 business days. In the event of a delay, we will notify you via email.

Shipping Rates & Delivery Times

We ship both within Australia and internationally via Australia Post (AusPost).

Australia: Standard shipping $20 (3–7 business days) | Express shipping $35 (1–3 business days)
International: Shipping times vary by location and carrier.

Customs & Duties

International orders may be subject to customs duties and taxes depending on your country’s regulations. These charges are the responsibility of the customer.

Order Tracking

Once your order has shipped, you will receive an email with a tracking number to monitor your delivery.

Lost or Delayed Orders

Ceilão Home is not responsible for delays caused by couriers or customs. If your parcel is lost in transit, please reach out to us, and we will support you in resolving the issue. Ensure all address details are accurate when placing your order—we are not responsible for incorrect delivery due to address errors.

Please ship to a secure daytime address.

Returns & Exchanges

Due to the small-batch nature of our products and limited inventory, we do not accept returns for change of mind.

However, if you receive an incorrect or damaged item, please contact us within 7 days of delivery, and we will work with you to resolve the issue promptly.

To start the process, email us at contact@ceilaoshop.com.au with your order number and a description of the issue. If your return is approved, we will send a return shipping label and detailed instructions. Please do not return items without first contacting us, as unsolicited returns may not be accepted.

Items Not Eligible for Return

Certain products are non-returnable, including:

Custom or personalized items
Perishable goods (e.g. food, flowers)
Personal care items (e.g. beauty products)
Hazardous materials or flammable items
Gift cards
Sale items

Please contact us if you are unsure whether your item qualifies for return.

Exchanges

To exchange an item, we recommend initiating a return and then placing a new order for the desired item once the return is approved.

European Union Customers

If your order is being shipped to the European Union, you have a 14-day cooling-off period, during which you may return your purchase for any reason. Returned items must be in their original, unused condition with tags and packaging intact. A receipt or proof of purchase is required.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund is approved. If approved, a refund will be processed to your original payment method within 10 business days. Please note your financial institution may take additional time to complete the refund.

If more than 15 business days have passed since approval, please contact us at contact@ceilaoshop.com.au.