Refund & Return Policy
Last updated: 1 July 2026
At Cecily York, we want you to be happy with your order. If something is not right, you may request a return within 30 days of receiving your order, subject to the conditions below.
This Return and Refund Policy explains how returns, refunds, cancellations, damaged items, incorrect items, and missing orders are handled for customers in the United States.
Cecily York is operated by Outlight Systems, a business registered in the Netherlands. Full business and contact details are provided at the end of this policy.
1. Return Window
You may request a return within 30 days of receiving your order.
The 30-day return period begins on the date your order is marked as delivered to you or to another person or location designated by you, such as a household member, building reception, or authorized pickup location.
Return requests submitted after 30 days may not be accepted unless otherwise required by applicable law.
2. Conditions for Returns
To be eligible for a return, the item must be:
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Unused, unworn, and unwashed;
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In the same condition in which it was received;
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Free from stains, perfume, makeup, deodorant marks, pet hair, smoke odor, or other signs of use;
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Returned with original tags, labels, accessories, and packaging where reasonably possible;
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Accompanied by proof of purchase, such as your order number or order confirmation email.
You may try on clothing items at home, but items must not be worn outside or used beyond what is reasonably necessary to assess the fit, appearance, and condition.
Items returned in a used, damaged, altered, washed, incomplete, or otherwise unsuitable condition may be refused or may qualify for only a partial refund.
3. Items That Cannot Be Returned
For hygiene, safety, customization, or other legitimate reasons, certain items may not be eligible for return unless they arrived damaged, defective, or incorrect.
Non-returnable items may include:
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Underwear, lingerie, swimwear, bodysuits, or other hygiene-sensitive products if a hygiene seal has been removed or broken;
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Earrings or pierced jewelry for hygiene reasons;
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Personalized, customized, or made-to-order products;
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Gift cards;
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Items that have been worn, washed, altered, damaged, or used by the customer.
Where relevant, non-returnable status will be stated on the applicable product page.
Nothing in this section limits any rights you may have if an item arrives damaged, defective, materially different from what was ordered, or otherwise subject to mandatory rights under applicable law.
4. How to Request a Return
To request a return, please email us at:
Please include:
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Your order number;
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The item or items you would like to return;
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The reason for the return;
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Photos if the item arrived damaged, defective, or incorrect.
We aim to respond within 24 hours.
Please do not send any item back before contacting us and receiving return instructions.
Returns sent without following the provided return process may be delayed or may not be processed correctly.
5. Return Instructions
Once your return request has been approved, we will provide return instructions, including the applicable return address and any required reference information.
When returning an item, please:
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Use the original packaging where possible;
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Include your order number or return reference inside the package;
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Package the item securely;
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Use a tracked shipping service;
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Keep your shipping receipt and tracking number until your refund has been completed.
We are not responsible for returned packages that are lost in transit when no valid tracking information is available.
6. Return Shipping Costs
Customers are generally responsible for return shipping costs unless the item arrived damaged, defective, incorrect, or the return is otherwise due to an error on our part.
If an item arrived damaged, defective, or incorrect, we will provide an appropriate solution at no additional cost to you. This may include a replacement, refund, prepaid return label, or reimbursement of reasonable return shipping costs where a return is required.
Original shipping charges, if any, are generally non-refundable unless the return is caused by our error or a refund of those charges is required under applicable law.
7. Refunds
Once we receive your returned item, we will inspect it and notify you by email whether the return has been approved.
If approved, your refund will be issued to the original payment method used at checkout.
We aim to process approved refunds within 14 days after receiving and inspecting the returned item. In many cases, refunds are processed sooner.
After we issue your refund, your bank, card issuer, PayPal, Klarna, or other payment provider may require additional processing time before the funds appear in your account.
We cannot issue a refund to a different card, bank account, or payment method from the one used for the original transaction.
8. Restocking Fees
Cecily York does not charge restocking fees for standard approved returns.
9. Partial Refunds
A partial refund may be issued where appropriate if:
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The item shows signs of use beyond reasonable inspection;
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The item is missing tags, labels, accessories, or other components;
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The item was damaged because it was inadequately packaged for return;
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The return is received outside the 30-day return period and we choose to accept it as an exception.
Any reduction will be based on the condition of the returned item and the circumstances of the return.
If a return cannot be accepted, we may offer to send the item back to you. Additional shipping charges may apply.
10. Exchanges
We do not currently offer direct exchanges.
If you would like a different size, color, or product, please return the original item in accordance with this policy and place a new order through our website.
This helps ensure that the replacement item you want is still available and can be processed without unnecessary delay.
11. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 14 days of delivery at:
Please include:
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Your order number;
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A clear description of the issue;
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Clear photographs of the item;
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Clear photographs of the packaging where relevant.
If we confirm the issue, we will offer an appropriate solution, which may include a replacement, refund, or return at no additional cost to you.
Nothing in this section limits any mandatory rights available to you under applicable federal, state, or local law.
12. Order Cancellations Before Dispatch
If you would like to cancel your order, please contact us as soon as possible at:
If your order has not yet entered processing or fulfillment, we will make reasonable efforts to cancel it and issue a refund to the original payment method.
Once an order has entered fulfillment or has been dispatched, cancellation may no longer be possible.
In that case, you may request a return after receiving the order, subject to the terms of this policy.
13. Missing or Lost Orders
If your order has not arrived within the estimated delivery window, please first review the tracking information provided with your shipment.
If tracking shows the package as delivered but you cannot locate it, please:
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Check your porch, mailbox, garage, front desk, package room, or other possible delivery locations;
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Ask household members, neighbors, building management, or reception;
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Check for a delivery notice from the carrier;
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Contact the carrier using your tracking number.
If your order has not arrived within 20 business days after dispatch, please contact us at support@cecily-york.com.
We will review the available tracking information and may open an investigation with the carrier or fulfillment partner.
If the package is confirmed lost, or remains undelivered without a reasonable resolution, we will provide an appropriate solution, such as a replacement or refund.
14. Refused or Undeliverable Packages
If a package is returned because:
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The shipping address provided was incorrect or incomplete;
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The customer refused delivery;
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The customer failed to collect the package from an authorized pickup location;
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The carrier was unable to complete delivery after the permitted number of attempts;
reasonable original shipping costs, return shipping costs, or carrier charges may be deducted from any applicable refund, where permitted by law and unless the failed delivery resulted from an error on our part.
If you request that the order be shipped again, additional shipping charges may apply.
15. Consumer Rights in the United States
Nothing in this policy is intended to waive or restrict any rights that cannot legally be waived under applicable United States federal, state, or local law.
Consumer protection requirements may vary depending on the state in which you live.
Where applicable law provides you with rights or remedies that are more favorable than the terms of this policy, those mandatory legal rights will apply.
This policy is intended to operate alongside, and not replace, any non-waivable consumer protections that apply to your purchase.
16. Complaints
If you are dissatisfied with how your return, refund, cancellation, or other order-related issue has been handled, please contact us at:
Please include your order number and a clear explanation of the issue.
We aim to acknowledge complaints within 2 business days and resolve them within 14 days where reasonably possible.
17. Changes to This Policy
We may update this Return and Refund Policy from time to time to reflect changes in our business, operations, customer service procedures, or legal requirements.
When we update this policy, we will revise the “Last updated” date at the top of this page.
The version of the policy in effect when your order was placed will generally apply to that order, except where a change is required by law.
18. Who We Are
Store name:
Cecily York
Operating company and legal owner:
Outlight Systems
Registered office:
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands
Dutch Chamber of Commerce registration number (KvK):
42045311
VAT number:
NL869455904B01
Telephone number:
+31 6 11407132
19. Contact Us
For return, refund, cancellation, or order-related questions, please contact us:
Email:
support@cecily-york.com
Postal address:
Outlight Systems / Cecily York
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands
Telephone number:
+31 6 11407132
Customer service hours:
Monday–Friday: 9:00 AM–5:00 PM CET/CEST
Saturday–Sunday: 9:00 AM–1:00 PM CET/CEST
Average response time:
Within 24 hours