Last Updated: September 3, 2026

Thank you for shopping with Ciel Doré. We ship our physical products worldwide from our warehouse in China.

1. Order Processing

Most in-stock physical orders are processed and shipped within 3–5 business days after payment is successfully received.

Processing time does not include weekends or public holidays.

During peak seasons, holidays, promotions, or periods of unusually high order volume, processing may take slightly longer. If your order requires additional preparation, we will do our best to keep you informed.

2. Worldwide Shipping

We currently ship physical products to customers worldwide, subject to available shipping services and applicable laws and regulations.

Once your order has been shipped, the estimated delivery time is usually:

7–10 business days after shipment.

Please note that this is an estimated delivery timeframe, not a guaranteed delivery date. Actual delivery times may vary depending on the destination country, local postal or courier services, customs clearance, weather, holidays, and other circumstances outside our control.

3. Order Tracking

All physical orders will be provided with a tracking number.

Once your order has been shipped, tracking information will be provided when available.

You can check the latest tracking updates through:

17TRACK: https://www.17track.net/en

Please allow some time for the tracking information to become active after shipment.

4. Customs Duties, VAT & Import Taxes

International orders may be subject to customs duties, VAT, import taxes, customs clearance fees, or other charges imposed by the destination country.

Unless otherwise stated at checkout, all such charges are the responsibility of the customer.

Ciel Doré is not responsible for customs duties, VAT, import taxes, or other fees charged by the destination country's customs authorities or local delivery services.

Customers are responsible for checking the applicable import requirements and regulations in their own country before placing an order.

5. Shipping Address

Please make sure that your shipping address and contact information are complete and accurate before submitting your order.

We are not responsible for delays, failed delivery, or additional shipping costs caused by an incorrect, incomplete, or outdated shipping address provided by the customer.

If you notice an error in your shipping address, please contact us as soon as possible at cassie@cieldorestudio.com.

If the order has not yet been shipped, we will do our best to assist with the correction. Once an order has been shipped, we may not be able to change the delivery address.

6. Delays During Transit

Once an order has been handed over to the shipping carrier, delivery may be affected by circumstances beyond our control, including but not limited to:

• Customs clearance

• Local postal or courier delays

• Severe weather

• Public holidays

• Transportation disruptions

• Incorrect or incomplete address information

• Unusually high shipping volume

• Other circumstances affecting international transportation

If your package is delayed, please check the tracking information first. You may also contact us at cassie@cieldorestudio.com, and we will do our best to assist.

7. Lost or Damaged Packages

If your package appears to be lost, significantly delayed, or arrives damaged, please contact us at cassie@cieldorestudio.com with your order number and relevant tracking information.

For packages damaged during transit, please keep the original packaging and provide clear photos or videos of the package and the damaged items when requested.

We will review the situation and work with the relevant shipping provider where appropriate.

8. Unclaimed or Returned Packages

If a package is returned to us because the customer provided an incorrect address, refused delivery, failed to collect the package, or otherwise did not accept the shipment, additional shipping costs may apply if the customer requests reshipment.

Any refund for an unclaimed or returned package will be handled in accordance with our Return & Refund Policy and applicable law.

9. Warehouse & Return Address

Our registered company address is used for business registration purposes and is not our warehouse or return address.

Please do not send any return package to our registered company address.

If a return is approved, please contact us first at cassie@cieldorestudio.com to obtain the correct return instructions and return address.

10. Contact Us

If you have any questions about shipping, tracking, or your order, please contact us at:

Email: cassie@cieldorestudio.com

We will do our best to assist you as soon as possible.