return policy
We offer a 15-day return policy for a full refund and a 30-day return policy for online store credit, meaning you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Return Policy and Shipping Fees
All returns are subject to a flat $13.99 return fee. A return shipping label will be provided, along with instructions on how to send your package back.
For remote regions (e.g. Northern Quebec), return shipping costs are the customer’s responsibility.
If a return causes the order total to fall below the free shipping threshold, the original shipping fee — which was initially waived — will become applicable and will be deducted from the refund. This policy reflects the actual cost of shipping and helps ensure fairness for all customers.
Original shipping fees, when applicable, and return shipping fees are non-refundable.
Extended Holiday Return Policy
Shop with confidence during the holiday and Black Friday season with our extended return policy.
All orders placed between November 13 and December 8 may be returned until January 9, 2026.
Important Return Information
We offer refunds, but do not offer exchanges. It is faster to process each transaction separately. If you would like a different size or colour, simply place a new order and return the unwanted item.
Products marked as clearance are final sale and cannot be refunded or exchanged.
To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.
Items returned without submitting a return request in advance will not be accepted.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if an item is defective, damaged, or incorrect so that we can assess the situation and resolve it as quickly as possible.
In the event of a manufacturing defect (with supporting proof), please contact us at info@ciaototes.com.
Price Adjustments After Purchase
If you purchased an item at regular price on ciaototes.com and that item goes on sale within 14 days of the shipping date, we will refund the difference, provided that the item is still in stock in the same size and colour.
Items that were already discounted are excluded.
This policy does not apply to purchases made through our retail partners.
Exceptions / Non-Returnable Items
We cannot accept returns on sale items, gift cards, or customized products.
Only products purchased directly from ciaototes.com are eligible for returns.
Refunds
We will notify you once we have received and inspected your return. If approved, the refund will automatically be issued to your original payment method.
Please note that processing times may vary depending on your bank or credit card provider.