FAQs
Account/Orders
Do I need to create a ceae account to place an order?
You don't need to create ceae account to place an order.
Can I place my order over the phone?
Please ring +44 (0) 1962 393180 and one of our Customer Care Assistants will be happy to help you place your order.
Can I amend or cancel my order once I've confirmed it?
If you wish to amend or cancel your order with us please contact hello@ceae.co.uk within 30 minutes of placing your order and we will try our best to amend. However if your order has already been picked and shipped we apologise that we cannot make these changes. During peak periods it may not be possible at all.
I am having problems accessing or buying from your website. What should I do?
Please contact our Customer Care team at hello@ceae.co.uk if you are having any trouble with our website and we can look into this for you. If you’re able to send through a screenshot of the issue this would be very useful.
Do you have any offline store locations?
We do not have any offline store locations.
What if there is an incorrect item or an item missing from my order?
Please contact hello@ceae.co.uk and we will be happy to investigate what has happened with your order.
I’d like to delete my account, what should I do?
Please contact our Customer Care team at hello@ceae.co.uk and they can complete this action for you.
Our products
The item I want is sold out. Is it coming back?
The way we source products means that some of our items are only available in small quantities and may therefore be sold out. Please note that the majority of our pieces are limited edition and will not be returning in the future.
The item I ordered is faulty, what do I do?
We would be more than happy to exchange this garment for you if we still have it in stock or provide you with a full refund for the faulty item. Please fill out the returns form and send it back to us with the faulty item. We will also cover the cost of the postage of the return within UK, please ensure to include the proof of postage. Contact us at hello@ceae.co.uk if you require further assistance.
Payments
How can I pay on your site?
Payment for orders must be made by debit or credit card. All online transactions are protected by the latest security technology. For added security when you place an order, ceae does not retain your payment details. You can pay for your order online by:
PayPal, Visa, MasterCard, Maestro, Switch and American Express
Please note: If you are paying by Visa or MasterCard, you may be required to authenticate your purchase using Verified by Visa or MasterCard SecureCode in order to protect your card against unauthorised use.
Will I be charged VAT?
All prices displayed on our UK website include UK Value Added Tax (VAT). If shipping outside of the EU, the prices do not include UK VAT but your order may be subject to local duties.
Do I have to pay import duties or taxes for orders outside the UK?
We ship our packages Delivery Duty Unpaid (DDU) and any customs duties and taxes are regulated and issued by your government, not the UK government. Unfortunately, these fees are beyond our control and we are unable to cover or even make an estimate as to what these charges will be. That depends on the items, the country, and the discrepancy of that country's customs officials.
When is payment taken from my card?
As soon as you place your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment, either your card issuer or our Customer Care team will contact you.
Delivery
What are my shipping options?
Shipping options and fees for UK and international are shown during check out.
Do you ship internationally?
Yes we do
I need to change my delivery address. Is it possible?
If you need to change the details of your delivery address then please contact our Customer Care team within 30 minutes of placing your order to ensure it can be changed before it has ben dispatched.
Can I get my order expedited?
If you wish to receive your order sooner, please contact us on hello@ceae.co.uk and we will see if it is possible to speed up your delivery.
Where is my tracking reference?
You should receive a tracking reference once your parcel has been dispatched from our warehouse, please bear in mind that it can take 1-2 business days for your order to be dispatched. If you haven’t received your tracking within this time, please contact our Customer Care team and they would be happy to send it through to you.
Where is my parcel?
You should receive a tracking reference once your parcel has been dispatched from our warehouse which will allow you to trace your parcel on its way to you. If you haven’t received your parcel within the delivery time mentioned during checkout, please either get in touch with the courier yourself or contact hello@ceae.co.uk and our Customer Care team would be happy to assist you.
My tracking says my parcel has been delivered but I haven’t received it, what should I do?
Please check if you have received a missed delivery card and that your parcel hasn’t been left in a safe space, with a concierge or at a neighbour’s address. If the parcel has still not been found, please contact our Customer Care team at hello@ceae.co.uk for further assistance.
Returns
How do you return an item within the United Kingdom?
Wrap the unused item securely in its original package. Complete the Returns Form supplied with your delivery and enclose in the package. Can't find the Returns Form? please email us on hello@ceae.co.uk. We appreciate any feedback that you may have about a product, so please be sure to tell us why you are returning it.
When can I expect my refund?
If you have not received your refund within 10 business days of returning your order, send proof of postage to a member of the Customer Care team hello@ceae.co.uk who will look into it for you.
How can I return an item outside the UK?
Wrap the unused item securely in its original package. Complete the Returns Form supplied with your delivery and enclose in the package. Can't find the Returns Form? please email us on hello@ceae.co.uk. We appreciate any feedback that you may have about a product, so please be sure to tell us why you are returning it.
Do you charge for returns?
All returns on orders in the United Kingdom are free. Returns on orders outside the UK are returned to ceae at your expense unless the goods are faulty.
Do you offer exchanges?
We don't currently offer an exchange service so please return your order using the above instructions and re-order the correct item or size separately.
What's your return policy on sale items?
We offer returns on all items, whether you bought them at full price or at sale prices. Please read the return & exchange page for full policy.
What if I don't have a returns form?
Please write to us on hello@ceae.co.uk
Have you received my return?
To ensure you know we have received your return we would advise you to send it back by tracked delivery. We will only notify you via email once your return has been processed. Please allow 1-2 weeks for your return to be processed. If you have not received your refund within 10 business days of returning your order, send proof of postage to a member of the Customer Care team hello@ceae.co.uk who will look into it for you. Please note that we are unable to assist you if you have not retained proof of postage.