FAQ
Yes, as we are an online retailer you can only order online. It is fast, safe and secure.
Please note once an order is placed we are unable to make changes, additions or cancellations on your items. Please contact our customer care team for further advice.
We accept the following payment cards: Visa and MasterCard. We also accept PayPal, Apple Pay & Google Pay.
We are only able to offer size exchanges. If you wish to purchase an alternative style, then please return your purchase for a refund and place a new order on our website.
In the unlikely event that you receive a wrong item, please return it and we will refund accordingly.
We aim to process your return and refund for you as quickly as possible, but it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 21 days of returning the item, please contact us with the proof of postage information on your Post Office receipt and we will look into this for you.
All online orders are lovingly packed and dispatched in our beautiful white branded box, tied with black ribbon. We dispatch orders in an anonymous and discreet box with your address label. Nowhere does it state Ciani Lingerie on the outer packaging.
If your order is shipping outside of the EU then the courier may be in touch to request further information for customs purposes.
You may need to if you are based outside of the EU. When your delivery reaches the country of destination, import duties and taxes are levied and payment of these are necessary to release your order from customs. We are unable to advise on rates as they vary according to country. Please consult your local post office services for more information.
If you are concerned, we suggest you place a new order on the website and return your purchase for a refund.
Yes, we currently ship worldwide.
It’s simple, once your order has been shipped, you’ll receive an email containing your tracking information. You can then input this information into the respective courier’s website to track its progress.
In the rare case that your tracking information is missing from your shipping confirmation email, please contact our Customer Service team, who will be happy to assist you.
If, for whatever reason, you refuse or fail to pay the customs fee and the parcel is returned to Ciani Lingerie, a shipping and handling fee may be deducted from your refund.
If you’re unsure whether you’ll be subject to customs fees, we recommend contacting your local customs office for more information before placing your order.
We’re really sorry to hear this!
In the unlikely event that you’re missing an item from your order, please contact our Customer Service team as soon as possible with the following information:
Your Full Name
Your order number
A list of the item(s) you’re missing
Once we’ve received this additional information, we will ensure the issue is resolved as quickly and efficiently as possible.
Please note, all claims for missing items must be made within 7 days of the delivery date.
As much as we’d love to be able to share all of our product restocks, unfortunately, we are unable to confirm exact dates.
However, not all is lost. To find out when an item is back in stock, select the ‘notify me when available’ button on our product pages (below the item sizes). This will allow you to select the size you want and enter your email address to be notified as soon as it’s available again. It’s that simple!
You can also follow our socials (@cianilingerie) and sign up to our newsletter for the latest on product restocks.
If you made a mistake with your shipping address, please email us immediately with the correct details.
Please note, shipping address modifications are not always guaranteed in time before fulfillment as we receive many inquiries and may not be able to make updates.
If we are unable to make changes, please reach out to the carrier immediately to request a change of delivery.
Ciani Lingerie is not liable for missing packages marked delivered. If you believe your order was mis-delivered, we recommend filing a claim with the carrier directly.
Processing can take up to 2-3 business days before your order is sent for delivery.
Ciani Lingerie follows strict fraud prevention guidelines to fight against credit card scams & chargebacks. If our Fraud Prevention Team detects fraudulent activity from your order— it will be flagged and canceled immediately.
