FAQ
Orders
Is your website secure for payment?
Absolutely! Our website uses an advanced security protocol (SSL) that encrypts all your personal information during checkout.
We protect your privacy carefully – to learn more, you can read [our Privacy Policy].
Payment and credit card processing are handled by an external company, so all your card details are kept confidential and are not stored in the Celesta system
Which payment methods can I use?
These are the payment methods we accept:
● All types of credit cards
● Google Pay
● Apple Pay
Is shipping free?
Yes! Free shipping on every order – on us
Shipping options available for you to choose from:
● Standard shipping – free.
● Express shipping – for an additional fee.
How do I make a return?
Returns can be made in accordance with the site’s terms. All you need to do is send us a message – and we’ll take care of it quickly.
Can I cancel my order?
You can cancel an order within 24 hours of purchase, as long as it hasn’t shipped yet.
Just send us a message – and we’ll do everything we can to help.
Can I change my order?
Before completing your purchase, it’s important to make sure all your order details are correct.
If you contact us on the day of purchase, we’ll do our best to update the order before it ships.
If the order is already on its way, you can return the items after you receive them, in accordance with our policy.
I entered the wrong address by mistake – what do I do?
Don’t worry – if your order hasn’t shipped yet, you can update the address or phone number. Just send us a WhatsApp message, and we’ll be happy to take care of it right away.
I entered the wrong phone number by mistake – what should I do?
It happens! If your order hasn’t shipped yet, you can easily update the phone number.
Just send us a WhatsApp message and we’ll take care of it fast.
I received a product I didn’t order – what should I do?
We apologize for the mix-up! Our team does everything it can to make sure every customer gets exactly what they ordered, but sometimes mistakes happen.
Please send us a message with:
● Your order number
● Your full name
● Your phone number
● Photos of the product you received
and we’ll take care of it as soon as possible, in the way that’s most convenient for you.
I placed an order but didn’t get a confirmation email – what do I do?
The order confirmation is sent automatically right after purchase. Sometimes the email address was entered incorrectly, or our email ended up in spam.
We recommend checking your spam folder, and if you can’t find it there – send us a message with the name entered on the order and we’ll look into it right away.
I have a question that isn’t listed here – what should I do?
Our customer service is always here for you.
Reach out by tapping the WhatsApp button at the bottom right of your screen, or send an email to: supportcelesta@gmail.com
We’ll get back to you quickly with a personal, accurate answer!
Shipping
When will I get my order?
A standard order is expected to arrive within 8–14 business days, and express shipping within 7–12 business days.
Business days are counted Sunday–Thursday and don’t include weekends or holidays.
If your order is still within the time frame – there’s no reason to worry. If the stated time has passed, send us a message with your order number and we’ll be happy to check the status for you.
Where will my package be delivered?
If you chose pickup-point shipping, your order will be sent to a locker or a local business near the address you provided.
When your order arrives at the point you chose, you’ll get an SMS with the pickup details
I couldn’t choose a pickup point when I ordered
You can’t choose a pickup point in advance, because the points change depending on the shipping address.
As soon as your package reaches your area, you’ll get an SMS at the number you provided.
How will I know my package has arrived?
All along the way, you’ll get updates from us by email and SMS about your order status.
When your package is getting close, you’ll get an SMS.
And when it arrives – you’ll get another message with all the pickup details.
I forgot to pick up my package from the pickup point – what do I do?
If the package wasn’t picked up in time and was returned to the shipping company, contact us to arrange reshipment – for an additional fee.
We’ll be happy to help and make sure your order reaches you as soon as possible.
I went to the pickup point, but the package isn’t there – what do I do?
Don’t worry! Contact us on WhatsApp with your order details, and we’ll check with the shipping company to make sure the package reaches you as soon as possible.