Refund policy

Return and Price Adjustment Policy

We offer a 15-day return policy for a full refund and a 30-day window for store credit, which means you have 30 days after receiving your item to request a return.

Return Policy and Shipping Fees

All returns are subject to a fixed fee of $13.99. A return label will be provided along with instructions on how to send your package back.

For remote areas (e.g., Northern Quebec), return shipping costs are the responsibility of the customer.

If a return brings the order total below the free-shipping threshold ($100), the initial shipping fees—normally waived—become applicable and will be deducted from the refund. This rule reflects the actual cost of shipping and ensures fairness for all customers.

Initial shipping fees (if applicable) and return fees are non-refundable.

Important Return Information

We offer refunds but do not process exchanges. It is faster for us to handle each transaction separately. If you would like a different size or color, simply place a new order and return the unwanted item.

Items marked as final sale cannot be refunded or exchanged.

To be eligible for a return, your item must be in the same condition in which 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 sent back without a prior return request will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if an item is defective, damaged, or incorrect so we can evaluate the issue and make it right as quickly as possible.

If you are experiencing a manufacturing defect (with supporting proof), please email us at info@ciaototes.com.

Post-Purchase Price Adjustment

If you purchased a full-price item on ciaototes.com and that item goes on sale within 14 days of the shipping date, we will refund the difference — provided it is still in stock in the same size and color.
Already discounted items are excluded.
This policy does not apply to purchases made through our retail partners.

Exceptions / Non-Returnable Items

We cannot accept returns on final-sale items, gift cards, or customized products.
Only items purchased directly from ciaototes.com are eligible for return.

Refunds

We will notify you as soon as we have received and inspected your return. If approved, the refund will be processed automatically to your original payment method.
Please note that processing times may vary depending on your bank or credit card company.