Frequently asked questions (FAQ)
How long does delivery take?
Our packages typically have the following average delivery times:
- Processing Time: 1-2 days (Mon-Sat)
- Shipping Time: 5-8 days (Mon-Sat)
At Celviera, we are committed to sustainability and reducing our environmental impact. Instead of shipping individual orders every day, we collect orders and ship them in bulk once a minimum threshold is met. This helps us lower our carbon footprint, and we appreciate your understanding and support as we work together for a healthier planet.
What are your return policies?
If you wish to return an order, whether because it’s not what you expected or for any other reason, you have the right to cancel your order within 14 days of receiving it, no questions asked.
After cancellation, you have another 14 days to return the product. Once we receive the returned item in good condition, we will refund the full order amount, including the original shipping costs. Please note that the return shipping costs from your home to our warehouse are your responsibility. These costs may vary depending on the product and carrier; please check with your provider for the exact rates.
To start a return, contact us at info@celviera.com. We will process your refund within 14 days of receiving your returned item, provided it’s in good condition.
If the product is damaged or shows signs of excessive use beyond what’s necessary to assess it, we may deduct the depreciation from your refund. Please ensure the product is carefully handled and securely packaged when returning.
Can I cancel my order?
We reserve the right to accept or decline any order at our discretion, even after confirmation or payment authorization.
If you decide to cancel an order after placing it, a cancellation fee of £15 will apply to cover processing costs. This fee is charged by our payment processor.
Please note that orders that have already been packed or shipped cannot be canceled.
What if I receive the wrong product?
If you receive the wrong, missing, or defective items, please contact us within 7 days of receipt. Provide your order number, photos of the items, and any other relevant details. We will resolve the issue as quickly as possible.
Is my online order secure?
Yes! When placing an online order with a credit card, your details are entered on an SSL-encrypted website and transmitted securely to our payment processor. We do not store your credit card information on our servers.
How much are the shipping costs?
We currently offer free standard shipping to customers in the UK as part of our special service.
Where is my package?
Once your package is handed over to our shipping partner, you will receive a tracking notification. If your order is shipped in multiple parcels, you will receive a tracking number for each shipment.
Why isn’t my tracking number working?
It may take 1-2 business days for the shipping carrier to update the tracking information. We appreciate your patience and understanding.
Can I exchange an item?
Of course! Simply contact us at info@celviera.com, and we’ll help you with the exchange process. Please note that you are responsible for the return shipping costs.
What if I entered the wrong shipping address?
If you entered an incorrect shipping address, please contact us immediately at info@celviera.com. We’ll do our best to update your order before it ships.
Contact Us
If you have any further questions about shipping, returns, or anything else, feel free to reach out via our Contact page or email us at info@celviera.com. We’re happy to help with any inquiries!
Company Name: Celviera
Address: 1 Eastman Road, HA1 4WL Harrow, United Kingdom
Chamber of Commerce Number: 5987423
Email: info@celviera.com
Phone Number: +31683942149