FAQ

Frequently Asked Questions (FAQ)

1. What is the processing time for orders?

We aim to process and ship all orders within 2 business days. You will receive a confirmation email with tracking information once your order has been shipped.

2. How long does shipping take?

Most items are shipped express and typically take 6-9 business days. However, some items may take up to 21 days to ship. During the holiday season, shipping may be delayed due to high demand.

3. Which countries do you ship to?

We currently ship only to the USA.

4. How are shipping costs determined?

Shipping costs are determined based on the destination and the weight of the package. You will be provided with the shipping cost at checkout before completing your purchase. Please note that additional customs fees or import duties may apply for international shipments, and these charges are the responsibility of the customer.

5. How can I track my order?

Once your order has been shipped, you will receive a confirmation email with tracking information. You can use this information to track the status of your shipment and estimate the delivery date.

6. What should I do if my shipment is delayed or lost?

In the rare event that your shipment is delayed or lost, please contact our customer service team. We will work with the shipping carrier to resolve the issue and ensure that you receive your order as soon as possible. If an item is not received, you will need to file a local police report in your state and provide the case number to us, as well as a copy of the statement to ensure proof.

7. Can I return an item?

Yes, if you need to return an item, please contact our customer service team for return instructions. Buyers are responsible for paying a return fee and shipping costs. Items must be returned in their original condition, with all tags and packaging intact. Once we receive the returned item, we will inspect it and process your refund or exchange within 7 business days. Please note that not all refunds or returns are guaranteed.

8. Are there any items that cannot be returned?

Certain items are not eligible for return, including but not limited to final sale items, intimate apparel, and custom-made products. Please review the product description carefully before making a purchase.

9. What should I do if I receive a damaged or defective item?

If you receive a damaged or defective item, please contact our customer service team immediately. We will arrange for a replacement or refund at no additional cost to you. Please provide photos of the damaged or defective item to help us process your request quickly. We strive to ensure our customers are satisfied but will require evidence of a defect.

10. How can I change the shipping address for my order?

If you need to change the shipping address for your order, please contact our customer service team as soon as possible. We will do our best to accommodate your request, but please note that address changes may not be possible once the order has been processed and shipped.

11. How can I contact customer service?

If you have any questions or concerns, please contact our customer service team at info@celestefashionus.com. We are here to assist you and ensure that your shopping experience with Celeste is a positive one.