My Order

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I Didn't Receive a Confirmation Email

Your order confirmation email may have ended up in your spam or junk folder. Please check there first. If you still can’t find it, contact us at support@celyssia.com.

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What's the Order Processing Time?

This means that once you’ve placed your order, it will usually be ready for dispatch within 24 hours of payment confirmation. Please note that this timeframe may vary slightly depending on the time of year or product availability.

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Can I Modify My Order After Placing It?

Orders are prepared quickly to ensure fast delivery.

As a result, changing an order after confirmation may not always be possible. Please contact our customer service as soon as you can at support@celyssia.com, and we’ll do our best to help.

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Can I Change the Delivery Address After Placing My Order?

This is only possible within the first few hours after placing your order. Please quickly contact our customer service at support@celyssia.com to request the change.

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How Can I Cancel My Order?

If you want to cancel your order, you have a 3-hour window after payment confirmation to do so. Since orders are usually prepared within 24 hours, this 3-hour period helps ensure your order hasn’t yet been processed or dispatched.

To cancel within this timeframe, please contact our customer support at support@celyssia.com as soon as possible. Unfortunately, after this period, we can’t guarantee cancellation as your order may already be in preparation or on its way.

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How Can I Check My Order Status?

Visit the “Track My Order” section on our website. There, you’ll find detailed updates for every stage of your order :

• Order Processing: Your order is being prepared in our warehouse.

• Order Shipped: Your package has left our warehouse and is en route to your provided delivery address.

• Out for Delivery: Your parcel is now with the carrier and on its way to you.

You'll also receive automatic email updates at each important stage:

• Order Confirmation

• Shipping Notification with Tracking Link

• Upcoming Delivery Notification

Shipping & Delivery

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What Are the Delivery Times?

When you place an order on our website, it’s dispatched within 24 hours.

Delivery usually takes 5 to 7 working days.

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Which Countries Do You Ship To?

Enjoy FREE, fast home delivery across the UK and Ireland, including parcel tracking. No minimum order required.

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Can I Choose a Pickup Point for Delivery?

Currently, we only offer home delivery. When placing your order, you can specify the address where you’d like your parcel delivered.

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My Tracking Number Isn’t Working, What Should I Do?

It’s completely normal for your tracking number not to be active immediately after you receive the dispatch confirmation email.

Usually, it takes about 2 to 3 working days for the tracking number to become fully active. This delay is due to processing and system updates by the courier.

Rest assured, this doesn’t mean there’s an issue with your order – it has been dispatched and is on its way to you.

Payments & Privacy

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Which Payment Methods Do You Accept?

We accept the following payment methods:

Visa & Mastercard credit/debit cards

PayPal

Apple Pay

Google Pay

American Express

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Are Payments on Your Site Secure?

Card payments are secured using SSL (Secure Socket Layer) protocol, ensuring all information transmitted is encrypted. You will be redirected to your bank’s secure server to confirm the transaction with a 3D Secure code sent via SMS, providing optimal security.

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My Payment Was Declined, What Should I Do?

If your payment was declined, first check your card’s expiry date. Another common reason is exceeding your card’s spending limit. Please contact your bank for more information.

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What Should I Do if I Didn’t Receive the 3D Secure SMS Verification?

Make sure your phone is switched on and has a strong signal. If the problem continues, please contact your bank.

Returns & Refunds

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How Can I Return My Order?

If you’d like to return your order or an individual item for any reason, that’s absolutely fine.

You have up to 30 days from the date you receive your order to make a return.

Returned items must be in new condition.

We’ll inspect all returns upon receipt. Please note we reserve the right to refuse returns if items don’t meet the conditions above.

For details on how to start a return, please email us with your order number and return request at support@celyssia.com.

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What's Your Refund Policy?

Once we receive and inspect your returned item(s), we’ll process your refund within 7 to 14 working days. If the returned item doesn’t meet our return criteria, we’ll have to send it back without issuing a refund.

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My Refund Hasn't Appeared on My Statement, What Should I Do?

Once we receive and inspect your returned item(s), we’ll process your refund within 7 to 14 working days. If the returned item doesn’t meet our return criteria, we’ll need to send it back without issuing a refund.

Customer Service

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What Are Your Customer Service Hours?

Our Customer Service team is available Monday to Saturday, from 8am to 6pm. We aim to respond within 24 to 48 hours.

We’re committed to providing quick and efficient replies. Thank you for your patience and understanding.

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How Can I Get an Invoice?

You can download your invoice in two ways:

From the order confirmation email you received.

By logging into your customer account on our online store and accessing your order history.

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Didn't Find Your Answer Here?

If your question isn’t answered in our FAQ, please contact our customer support directly by email at support@celyssia.com.

Your satisfaction is our priority, and our team will be happy to assist you further.