Refund policy

Returns & Exchanges

Let’s work together for a more sustainable planet!
Before you return a product, please contact us first at support@picela.com. We can often find a better solution together, without an unnecessary return.

Return Conditions

By returning a product, you agree to the following terms.

Return Window

  • Items can be returned up to 30 days after you receive your order.
  • You must both notify us by email (support@picela.com) and ship the item back within these 30 days.
  • Your refund is processed after the product has been correctly received at the return address listed at the bottom of this page.

Please note! Return shipping costs are your responsibility and will not be reimbursed.

Trackable (Required) and Insured (Recommended) Shipping

To make sure your return arrives correctly:

  • Use a trackable shipping method with a tracking number.
  • Send the tracking number directly to support@picela.com. We recommend shipping your package insured, so you are protected against loss or damage during transit.

📌 Please note:

  • We are not responsible for lost or damaged return shipments.
  • Returns without tracking or without proof of delivery at our return address are not refunded.
  • Incorrectly completed customs forms can lead to delays or extra costs.

Condition of the Goods

  • You may unpack, examine, and evaluate the product just as you would in a physical store to determine whether you want to keep it.
    Do not use the product beyond what is necessary for that evaluation, and handle it with care.
  • If the product is returned damaged, incomplete, clearly used, or no longer in its original condition, we may deduct a depreciation fee from the refund amount after we receive the return at the return address.
  • Damage upon receipt? Report it within 48 hours with clear photos.

Costs & Responsibility for Returns

  • Return costs are always the customer’s and are not reimbursed.
  • Return shipping costs are usually between $20 and $35; depending on the size and shipping service, they may be higher.
  • We recommend using USPS, as they usually offer the best price for international returns.

📌 Important: If the package is not shipped correctly, extra customs costs may arise that we do not reimburse. This is the responsibility of the sender (you).

Return Procedure: Step by Step

Step 1: Read the return conditions

Check that your product qualifies for return and is within the return window.

Step 2: Contact our customer service

  • If you haven't emailed us yet, please send an email to support@picela.com with your order number, the reason for the return, and clear photos if there is any damage. We're always happy to help you before you return an item by offering a customer-focused solution in accordance with our policy.
  • No prior notice? Then we cannot process your return.

Step 3: Attach the return form

  • Download and print the return form (PDF or Word) from our website, fill it out, and include it in the package.

Download the return form from www.picela.com here (WORD doc).
Download the return form from www.picela.com here (PDF doc).

  • Include this completed form in the package.
  • No form? Then we cannot process your return.

Step 4: Pack the product carefully

  • Use the original packaging or a sturdy box.
  • Protect the product well to prevent damage during transit.
  • Remove or cover any old shipping labels.

Step 5: Create a trackable shipping label (USPS)

Shipments must include Track & Trace. USPS is our model; other carriers operate in virtually the same way.

  • Destination: China
  • Package type: choose what fits your size/weight. In doubt? Choose a larger category so the package isn’t refused.
  • Weight: choose the correct weight class. In doubt? Always choose a higher class.
  • Service: choose with tracking and (optionally) insured.

Enter the return address exactly as listed at the bottom of this page. An error in the address can cause delays, or cause the package to be held and not arrive, in which case we cannot issue a refund.

Step 6: Complete the customs form (CN22/CN23) correctly

  • When you buy an international label, your carrier generates a customs declaration (at USPS this is the “Customs form” / PS Form 2976).
  • Under “What are you sending?” select Returned Goods.
  • Item description: may be in English. For the best chance of smooth clearance in China, adding a Chinese translation is preferred (use Google Translate or DeepL); English is an acceptable alternative.

Enter per item:

  • Description: e.g. “Returned item: women’s cotton blouse” (be specific, not just “clothing”)
  • Quantity: 1 (or the correct number)
  • Weight: weigh the package and enter at least this weight (slightly higher is better than too low)
  • Value: a realistic value (usually the amount you paid for the product)
  • HS / commodity code: use your carrier’s “find the right code” tool and pick the code that matches your product
  • Country of origin: usually China (where the product was made)

Use your own name, phone number and email as the sender, because China customs may hold or reject a package without a contactable phone number.

Step 7: Attach the label and customs form clearly on the package

  • Make sure the label is flat and firmly attached.
  • Make sure the CN22/CN23 customs form is clearly visible and legible (ideally in a transparent document pouch).

Step 8: Send us the tracking number

Email your tracking number directly to support@picela.com and keep your proof of postage until your return has been fully processed.

Step 9: Wait for confirmation and refund

  • We process your return once the package has been delivered to the return address and confirmed by us.
  • Within 14 days of confirmed receipt, we refund the purchase price of the returned item(s).
  • The refund is made using the same method you used to pay. If that is not possible, we will contact you.
  • If you selected insured (protected) shipping at checkout, that shipping fee is not refundable. Return shipping is also at your own expense.

📌 Please note: If your return is not delivered due to an incorrect address, missing or incorrect customs documents, or unpaid customs charges, we cannot process it. Without proof of delivery at our return address, no refund can be issued. We have no influence over the transit and customs process.

Not Eligible for Return

  • Custom-made or personalized products.
  • Hygiene items (such as underwear, lingerie, and swimwear if worn or with the hygiene liner/seal removed; pierced jewelry and earrings).
  • Gift cards and items marked as Final Sale (where applicable).
  • Products returned damaged, used, or incomplete.
  • Returns outside the return window.

Who Is Responsible for Loss, Damage, or Customs Issues During a Return?

  • The customer is fully responsible for a correct return shipment, including the correct address, sufficient packaging, and complete customs documentation.
  • 📌 We cannot be held liable for lost, damaged, or misdelivered returns. If a package does not arrive, is lost, or is held during transit or at customs, only the sender (you) can start a claim or investigation with the carrier. We are not a party to this transit process and have no influence over it.
  • Without proof of delivery at our return address, we cannot process the return or issue a refund. For international returns, a correctly completed CN22/CN23 customs form is required to avoid customs problems.

💡 Tips for a Safe Return

  • ✅ Use a reliable shipping service with tracking.
  • ✅ Consider insurance for valuable items.
  • ✅ Pack the product sturdily to prevent transit damage.
  • ✅ Complete the CN22/CN23 customs form fully and correctly (weight, value, description, origin, HS code).
  • ✅ Take clear photos of the product, packaging, and labels before shipping as evidence.
  • ✅ Keep your proof of postage and tracking details until the return is fully processed.
  • ✅ Print your labels (no handwritten addresses) and attach them securely and legibly.

Return Address (International Warehouse)

📌 Please note: This is our central return address because we ship worldwide. Please double-check that your package is addressed correctly, and use your own name, phone number, and email as the sender.

Contact person: Wang Maoqin
Postal code: 315100
Street: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District
City: Ningbo
Province: Zhejiang
Country: China

Contact information

Company Name: BVE Shop
Website Name: Picela
Company Address: Verdunplein 17, 5627 SZ Eindhoven, Netherlands

Chamber of Commerce (KvK) Number: 81170483
VAT Number: NL003537384B84

Email: support@picela.com
Phone Number: +1 307 449 2609

Estimated Response Time: Within 24 hours

Business Hours:
Monday to Friday: 8:00 AM - 6:00 PM
Saturday and Sunday: 10:00 AM - 4:00 PM

We are dedicated to ensuring your satisfaction with every Picela purchase.