FAQ

Once your order is dispatched from our warehouse, you will receive an e-mail notification with your tracking details enclosed. It will include a clickable tracking link to the selected courier website.

If you don't receive a confirmation e-mail after placing your order, please contact us.

If you haven't received your parcel, you must contact us within 14 working days of dispatch so that we can investigate any lost/stolen parcels with the courier. If any claims are made after this date, Cerana will not be held accountable to refund or reship.

If something is not quite right you have 30 days to send back your items back to us for a refund.

UK Customers may request an exchange for an alternative size of the same product subject to stock availability*.

*If no stock of the requested size is available at the time of processing your exchange a refund will automatically be processed.

Items must be returned to us in an unused, unaltered condition and returned with their original tags attached with packaging.

As long as your order has been shipped back to us within 30 days and we can see the tracking information, you will qualify for a refund.

Items must be returned to us in the manner we sent them out to you. All labels and tags must still be attached, with no make up stains, marks, pulls or rips of garments.

We reserve the right to refuse your refund or exchange if the items are not sent back to us in their original condition.

Things you’ll need: 

- Your Order Number (starts with a # in your confirmation email).
- Your postcode, email or phone number associated with your order.
- Some options will require a printer.

Please Note 

- Items must be returned in their original condition.

- The cost of the return is your responsibility.

- Products must be unwashed and unworn with original tags

- Items registered separately or from different orders cannot be returned within the same package.

Please keep hold of any proof of postage until you have been refunded correctly, in case you need this at a later date.

If you require any further support, please feel free to contact us.

Your right to return items isn’t affected by this Klarna’s 30 day period, and you’ll only pay for the item’s you have kept.

If you have returned items that are near your invoice due date, we recommend you contact Klarna for an extension to avoid any late fees or notices.

If you have any other issues regarding your invoice, we advise you to contact Klarna directly as Cerana cannot extend any invoices.

It happens to everyone at some point; you find something you love only to see it's sold out in your size. Not to worry, you can sign up for restock notifications by entering your email address on the product page in question.

Sit back and relax and we will send you an e-mail as soon as it becomes available again. In the mean time, you can check out our socials to stay in the loop on dates of restocks.

Our designers have an intended fit for each of the styles of garments we sell, but we also understand and encourage that everybody has their own personal style.

You can find product-specific size guides on every product page which will provide a combination of body measurements as well as a garment length for each size to help you pick the best for you.

In addition to this, each product page will mention the models in all imagery, with their relevant measurements and size worn for additional reference.

If you're still unsure, that's totally fine contact us and our team will be happy to assist.

We try to provide as much information as possible to help you get the right size, the first time.