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Returns & Exchanges Policy

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Last Updated: 01 March, 2026

At CIENNA BROOKLYN, we take pride in delivering high-quality accessories and a smooth shopping experience. Please review our Returns & Exchanges Policy carefully before making a purchase. If you're not fully satisfied, here’s our return policy:

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1. Eligibility for Returns & Exchanges

We accept returns or exchanges on eligible full-priced items only, provided that:

  • The item is unworn, unused, and in original condition

  • The return request is submitted within 14 days from delivery date

  • All original packaging must be included and undamaged

  • Any "free gifts" that were given with the original purchase must be returned, no exceptions. If a free gift has not been returned, your refund will not be processed

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Customers are responsible for covering the cost of return shipping (we recommend tracked shipping as we are not responsible for lost shipments, including returns.)

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Once we have received your return, your item(s) will be inspected by our team. As long as your item(s) pass all of the above requirements, the refund be processed and returned to the original payment method (can take up to 15 days to receive funds), with the option of substitution for instant store credit (given in the form of an eGift Card) that never expires.

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We are unable to provide refunds for items that do not meet the above requirements, read below for exceptions.

Exceptions:

  1. Items that were purchased at a discounted price can be returned for store credit if all other above conditions are met. Items sold at "clearance" and items discounted over 60% are FINAL SALE and cannot be returned for store credit.

  2. If original packaging has been damaged or is missing, the return will be subject to a $15 fee and the remaining amount will be returned in the form of store credit (eGift Card) that never expires.

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2. Exchanges

  • If you receive the wrong item we will replace it.

  • Please contact us at support@ciennabrooklyn.ca with your name, order number, photos, and describe the issue.

  • Please note: We must be notified of wrong items received within 48 hours of delivery. Any claims made after the 48 hour window for items will not be accepted.

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3. Non-Returnable Items

  • Earrings (for hygienic reasons, unless defective. No exceptions.)

  • FINAL SALE items

  • Items discounted 60% or more

  • Clearance Items

  • Items received from a subscription box

  • eGifts Cards

  • Polishing Cloths

  • Items showing signs of wear, damage, or improper care

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4. Return Shipping

  • Customers are responsible for return shipping costs, except in the case of incorrect items.

  • Shipping fees are non-refundable

  • We recommend using a trackable shipping method

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5. Inspection & Approval

  • All returned items are subject to inspection. CIENNA BROOKLYN reserves the right to deny returns that do not meet eligibility requirements.

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6. Manufacturing Defects

  • If your item arrives with a manufacturing defect, please contact us within 48 hours of delivery with photos or videos. These cases are reviewed separately and may qualify for replacement.

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7. Warranty vs Returns/Exchanges

  • Issues related to color fading, tarnishing, or rust are not handled as returns or exchanges and are reviewed exclusively under our Color Fade Warranty.

  • Submitting a return request for color fading will result in redirection to the warranty process.

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For more information, visit our FAQ's page found here or contact us at support@ciennabrooklyn.ca

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