We offer a 30-day return window, giving you 30 days from the date you receive your item to request a return. This applies to all orders, including items purchased during a promotion or sale.
To be eligible for a return, your item must be in the same condition as when you received it — unworn, unused, with all original tags attached, and in its original packaging. Your receipt or proof of purchase will also be required.
To initiate a return, please contact us at support@caelvo.co. Upon approval, you will be provided with a return address and clear instructions on how to send your package back. Items returned without prior authorisation will not be accepted.
Return Shipping Costs
Return shipping is the responsibility of the customer. We recommend using a tracked service and retaining proof of postage.
- Return (Round Trip) for exchanges: Up to £5.00
Return shipping costs will be deducted from your refund where applicable.
Damages & Issues
Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us immediately at support@caelvo.co so we can assess the situation and resolve it promptly. We aim to respond to all damage and issue claims within 5 business days, and we will cover return shipping for items that arrive damaged or incorrect.
Exceptions & Non-Returnable Items
Certain items are not eligible for return, including:
- Custom or personalised products — special orders or made-to-order items
- Gift cards
- Items returned without original packaging or tags
- Items showing signs of wear or use
If you are unsure whether your item qualifies for a return, please contact us before sending anything back.
Exchanges
The quickest way to exchange an item is to return your original purchase and, once the return is approved, place a new order separately. This ensures faster processing and guarantees availability of your desired item. The Return rate of £5.00 applies for exchanges.
UK Consumer Rights — 14-Day Cooling-Off Period
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receipt for any reason. Our standard 30-day return policy extends this further, giving you a broader return window. Items must be unworn, unused, with tags attached, and in original packaging. Proof of purchase is required.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome. If your refund is approved, it will be processed automatically to your original payment method within 10 business days. Return shipping costs will be deducted from your refund where applicable. Please allow additional time for your bank or card provider to post the transaction.
If 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@caelvo.co.
Company Info
Store name: CAELVO
Company name: HE4L LTD
Company No.: 16250783
Company Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ
Phone: +447366101296
Email: support@caelvo.co
Monday to Friday | 09:00 – 17:00 (GMT)
Weekends | 11:00 – 16:00 (GMT)
We aim to respond to your enquiries within 24 hours.