FAQ
What is the return policy?
You can return eligible items within 30 days of delivery, as long as they are new, unused, unworn, with all tags attached and in their original packaging. Full details are in our Returns & Refunds Policy.
Do I have to pay to return an item?
For change-of-mind returns, including a wrong size choice, return shipping is the customer’s responsibility. If your item is faulty, damaged, or incorrect, we cover the return shipping cost.
Is there a restocking fee?
No, we don’t charge any restocking fee on returns.
Where is the return address?
We confirm the return address when we approve your return request. Returns are sent to our UK address:
Caelvi (Prime Flow Digital Ltd)
42 St Luke’s Crescent, Totterdown, Bristol, BS3 4SD, United Kingdom
Please wait for approval before sending anything back, so we can track and process your return correctly.
What is the shipping policy?
We currently ship within the United Kingdom. Your total delivery time is made up of two parts:
- Order processing time: 1–3 working days
- Shipping (transit) time: 5–9 working days
- Total estimated delivery: 6–12 working days from the date you order
See our Shipping Policy for full details.
How much does shipping cost?
We offer free standard delivery on all UK orders, with no hidden fees added at checkout.
When and how will I receive my refund?
Once we receive and inspect your return, approved refunds are processed within 2–5 business days to your original payment method. After we process it, it may take additional time for your bank or card provider to post the funds to your account.
What if I receive a faulty or damaged item?
We’re truly sorry if that happens. Please contact us at support@caelvi.com within 48 hours of delivery with your order number and clear photos. Once confirmed, we’ll arrange a free replacement or full refund and cover the return shipping. This does not affect your statutory rights for faulty goods.
Are your products covered by a warranty?
All our products are covered by our 30-day return policy. If an item is faulty, damaged, or not as described, your rights under the UK Consumer Rights Act 2015 apply, and we’ll repair, replace, or refund as appropriate.
Can I cancel my order after placing it?
If you need to cancel, contact us as soon as possible. If your order hasn’t been dispatched yet, we’ll do our best to cancel it and refund you in full. If it has already been dispatched, you can still return it under our 30-day return policy and your statutory cancellation rights.
How do I exchange an item?
The quickest way to exchange is to return your original item and, once it’s approved, place a new order for the replacement. The same 30-day window and conditions apply as for returns.
How can I track my order?
Once your order is dispatched, we’ll email you tracking details. Tracking information is usually available 1–3 days after your order is placed.
Do you ship internationally?
Not at the moment, we currently ship within the United Kingdom only.
Where is Caelvi located?
Caelvi is a UK-based fashion brand and a trading name of Prime Flow Digital Ltd, based in Bristol. We currently ship within the United Kingdom.
Do you have a physical store I can visit?
We’re an online-only store, which helps us keep our prices competitive and our range fresh.
How can I contact customer support?
You can reach our team by email at support@caelvi.com or through our Contact page. We aim to reply within 24 hours.
Caelvi is a trading name of Prime Flow Digital Ltd.
Email: support@caelvi.com
Phone: +44 7424 124952
Address: 42 St Luke’s Crescent, Totterdown, Bristol, BS3 4SD, United Kingdom
Operating Hours (Monday to Friday): 10:00 AM – 5:00 PM (UK time)