FAQs
How can I contact Célo?
You can email us at info@shopcelo.com, where our customer service team will be happy to help with whatever you need!
Do you ship worldwide?
Yes.
Where do you ship from?
We ship from Hong Kong.
Can I change or cancel my order?
As we aim to process orders quickly, please request any changes or cancellations within 12 hours of ordering. Requests made after this time may not be accepted, but you can return your order for a full refund once received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
Orders are handled and shipped from our warehouse. During holidays and sale seasons, please allow extra time for processing. We process orders between Monday and Friday; your order will be processed within 1-3 business days and shipped the next business day. Note that we do not ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.
What if I don’t receive my order?
If you haven’t received your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
Our prices are tax-free in EUR, which means you may need to pay duties and taxes upon receiving your order. Import taxes, duties, and related fees are determined by your local customs office. Payment of these charges is your responsibility and will not be covered by Célo. For more details, please contact your local customs office.
How do I return an item?
Please contact us at info@shopcelo.com.
What if the item(s) I received are defective, incorrect, or damaged?
If you received merchandise that is incorrect, missing, or defective, please contact us with your order number, photos of the item(s), and relevant references upon receiving your package. We’ll do our best to resolve your issue promptly.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. If you haven’t received the credit, please contact your bank or credit card company, as it may take time for the refund to post to your account.