Support
Shipping Information for Celesto
At Celesto, we offer free home delivery on all orders within Europe. For orders outside of Europe, we offer free shipping on orders over €126. Please note that free shipping will be applied to your order at checkout.
Shipping Times
We offer three shipping options:
- Standard Delivery: 2-4 business days worldwide
- Express Delivery: 1-2 business days worldwide
Please note that delivery times are provided as guidelines only. Kindly note that delivery to remote areas can result in longer delivery times of up to 8 days.
Orders placed before 12:00 PM (CEST) will be shipped the same day. During the sale period, the large amount of order can result in longer delivery times.
All orders require a signature upon delivery. Our carrier usually operates between 9am— 6pm on business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended).
Taxes and Duties
The prices of products are expressed in Euros, inclusive of taxes but excluding customs duties.
For orders outside of the EU, all applicable duties and local customs are offered and paid by Celesto. Please note that Celesto cannot be held responsible for any action and/or costs and/or taxes and/or delays due to customs over which it has no control.
Important Information
Delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorization and/or stock availability and/or customs delays. We are unable to deliver to post office boxes. All orders are fully traceable with your tracking number.
First-Time Order Policy
For security purposes, Celesto reserves the right to ship first-time orders to the cardholder’s verified billing address or work address. To avoid delays in receiving your order, please make sure to provide the correct billing and shipping information associated with your credit/debit card when placing an order.
Insurance
Celesto insures each purchase during the time in transit until it is delivered to you. All orders require signature upon delivery, at which point responsibility for the shipment passes to you. If you have specified a recipient other than yourself for delivery purposes, you also accept that signature by the third party is sufficient proof of delivery and fulfillment by Celesto.
Order Status
All orders are shipped with our carrier and are fully traceable on their website. You can always contact them if you have questions regarding your shipment. Alternatively, you can refer to the “Orders” section of your account to get general information about your order status.
Returns policy
Celesto offers a 14-day return policy from the delivery date of your order. You may return your Product(s) within this time period for a refund or exchange. To qualify for a return or exchange, the Product(s) must be in their original condition, including packaging, accessories, tags, and any accompanying documents.
Any claim regarding the delivery of Product(s) must be submitted within 14 working days following receipt of the Product(s). If you require further information, please contact our customer care team at [email protected].
To return your Product(s), please contact our customer care team to receive a return label. Sealed products, such as cosmetics, are not eligible for returns after the seal has been opened.
Please ensure that the Product(s) are returned in their full and original condition, with all accessories, tags, and labels attached, and accompanied by a copy of the purchase invoice. Celesto will provide a return label, and the cost of return shipping will be covered by Celesto.
Celesto is not responsible for any loss, theft, or damage to the returned parcel. Parcels that cannot be identified with the Customer’s information (surname, first name, address, and return code) will be refused.
Upon receipt of the returned Product(s), our customer service team will send a confirmation of receipt by email.
Exchange policy
Celesto offers a 14-day exchange policy from the delivery date of your order. If you would like to exchange your item(s) for a different size, color, or style, please return the original item(s) to us and purchase the new piece separately at celesto-official.com.
Should you have any questions regarding sizes or any other subjects, please do not hesitate to contact us at [email protected]. We would be more than happy to assist you.
Changing and cancelling your order
For information on changing or cancelling your order, please refer to Celesto’s Returns Policy section on the website, which outlines your statutory rights of cancellation.
You have the right to cancel your purchase and receive a full refund, provided that you notify us in writing via email at [email protected] no later than fourteen working days (i.e. excluding weekends and bank holidays) beginning with the day after you received your goods. Please follow the returns instructions as outlined in the Returns and Exchanges section of our website to exercise this right of cancellation.
Please note that you must take reasonable care of the returned goods and return them to us in their original condition, including packaging, accessories, tags, and any accompanying documents. Failure to do so may result in a claim against you for any losses we suffer.
If your goods are faulty or do not match the description given on our site, we will refund the value of your order for those goods. For more information on how to return goods, please refer to the Return Policy section of our site.
We recommend that returned goods be sent via insured and traceable delivery for your protection.
In some instances, orders or parts of orders may be cancelled by our system for various reasons, such as items being unavailable, difficulty in processing payment information, inability to ship to the provided address, or duplicate orders. If your order is cancelled by us, you will receive an email explaining the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact us at [email protected] for a recommendation.
Contact information:
- For shipping and customer service inquiries: [email protected]
- For media inquiries: [email protected]
- For store buyers: [email protected]
- For collaborations, internships, and career opportunities: [email protected]
Contact information:
- For shipping and customer service inquiries: [email protected]
- For media inquiries: [email protected]
- For store buyers: [email protected]
- For collaborations, internships, and career opportunities: [email protected]
