General Order Information

CIMELIA operates with a made-to-order production model. This allows us to better manage our production, predict demand and only make garments that are actually wanted. For more information on made-to-order, please visit our FAQ page. All our garments will usually be dispatched within 2-3 business days after production is completed. Business days are Mondays through Fridays, excluding holidays.


Shipping Destination

Within Indonesia:

  • We offer free Standard Shipping via Pos Indonesia.

  • Once your package has been dispatched, you will receive an email with details of your order as well as tracking information. 

  • Your order usually arrives within 5-7 business days after dispatch. Kindly note that we cannot guarantee a specific delivery date.

  • We are not responsible for packages that are lost or damaged in transit. Please double check your billing and shipping address when placing an order as we are unable to reroute packages. 

  • Our free Standard shipping does NOT include insurance. 

  • Please also note that we do NOT ship to PO Boxes.

International:

We currently offer international shipping to the following countries:

  • Asia & Oceania
    Australia, Malaysia, New Zealand, Singapore & South Korea.

    For our customers located in Thailand kindly contact us via Instagram @cimeliathelabel, email or what’s up us your order directly at support@cimeliathelabel.com / +66 83 209 0310.

  • Middle East
    Israel & United Arab Emirates

  • Europe
    Austria, France, Greece, Ireland, Italy, Malta, Portugal, Spain, Switzerland, United Kingdom

  • North America
    Canada & United States

If your country is not listed and you are interested in ordering our products, please get in touch at support@cimeliathelabel.com and we will do our utmost to get shipping to your country.



Shipping Cost

  • We offer free shipping for all orders over USD 230.00 - with our discount code: FREE

  • We ship internationally via EMS Express:

- Zone 1 - Australia, Malaysia, & Singapore - USD 10.00

- Zone 2 - New Zealand & South Korea - USD 15.00

- Zone 3 - Israel & United Arab Emirates - USD 20.00

- Zone 4 - Europe & North America - USD 25.00

  • Once your package has been dispatched, you will receive an email with details of your order as well as tracking information.

Shipping Times

  • Your order usually arrives within 5-10 business days depends on your country. Please be aware that custom clearance may cause delays beyond the provided delivery estimates. Kindly note that we cannot guarantee a specific delivery date. 

  • We are not responsible for packages that are lost or damaged in transit. Please double check your billing and shipping address when placing an order as we are unable to reroute packages.

  • Please note that we do not ship to PO Boxes.


Duties & Taxes

Customs, import duties and local sales taxes are not included in the shipping costs and you are liable for their payment. CIMELIA will not declare items as “gifts”. This is illegal and we could be fined for doing so.


Exchange Rate

Orders are billed in USD and the exchange rate will be calculated at time of purchase by the customer’s credit card processor. Kindly note that we are unable to offer adjustments for exchange rate changes. The exchange rate and international credit card fees will be dependent on the credit card you are using.


Returns Information

We want you to have a great shopping experience, regardless of whether you decide to return something or nor, so please take a moment to read our return policy or contact us with any questions you might have.

  • We accept returns of unworn, undamaged and unwashed products within 14 days of receiving your parcel.

  • Kindly note that orders have to be returned in original packaging and items must have all original tags attached.

  • If you have received a defective item, please email us with your order number as soon as possible and kindly include a photo of the damaged item.

  • If you would like to exchange an item, you may simply place a new order after receiving your refund. Please keep in mind that we are operating on a made-to-order system. . 

  • Kindly note that we are unable to offer refunds for store credit at this time.

Return Process

  • To start the return process, please contact us within 14 days at support@cimeliathelabel.com with your order number.

  • In our return email, we will provide you with a printable return label for your package.

  • Return the parcel with your carrier of choice. We highly recommend sending returns via tracked shipping to guarantee timely arrival and refund. The goods are under your responsibility until they reach us. Please make sure to pack the return parcel properly to prevent any damage during transit. Kindly note that shipping costs (if applicable) will not be refunded.

  • Once you have posted your return, please email us back with your tracking number.

  • An email will be sent to you to confirm the receipt of your return parcel and its refund.

  • We will issue a refund (minus the original shipping fee, if applicable) on the original payment method used for the order within 5-7 business days from receiving the returned item(s). Please note that the refund may take several days to show up on your credit card statement, depending on your service provider.


Order Changes & Cancellations

Since each garment is made to order, we are unable to accept cancellations for refunds. We will do our utmost to accommodate any changes to your order (colour, size) as long as the production has not started yet. Email us at support@cimeliathelabel.com as soon as you can.

Please take a moment to check your billing and shipping details when placing an order as we are unable to reroute a package, once it has been dispatched. Email us at support@cimeliathelabel.com as soon as you can, if you need to change your shipping address.