Frequently Asked Questions
Orders
What is the order processing time?
Celyssia does its best to prepare and handoff your order to our shipping carrier within an average of 1 to 3 business days from the day after your order is confirmed. Orders placed on weekends or U.S. federal holidays will be processed the next business day.
Can I modify or cancel my order after placing it?
Orders are prepared and shipped quickly. You have a 3-hour window from your order confirmation to request a cancellation or modification by contacting our customer service at help@shopcelyssia.com.
After this window, your order can no longer be modified or canceled before shipment. However, you can still take advantage of our 60-day return policy to request an exchange or refund once you receive your order.
How can I check the status of my order?
Go to the Track My Order section on our website. You'll find detailed information about each step of your order:
- Order in preparation: Your order is being processed in our warehouse.
- Order shipped: Your package has left our warehouse and is on its way to your delivery address.
- Order out for delivery: Your package is with the carrier and on its way to you.
You'll also receive automatic email updates at every key step:
- Order confirmation
- Shipping notification with a tracking link
- Delivery notification
Delivery
What are the delivery times?
Once shipped, orders are typically delivered within 5 to 10 business days, depending on your location.
Where do you ship?
We currently ship to the United States, United Kingdom, Canada, and Australia.
We do not currently ship to U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands, American Samoa, or the Northern Mariana Islands), APO/FPO/DPO military addresses, or P.O. Boxes.
Shipping is free on orders of $40 or more. For orders under $40, a flat shipping fee will be calculated at checkout.
Can I choose a pickup point or carrier locker for delivery?
We currently offer home delivery only. When placing your order, you'll be asked to enter your home address as the delivery destination.
My tracking number isn't working, what should I do?
It's perfectly normal for your tracking number not to be active immediately after you receive the shipping confirmation email.
Generally, it takes 3 to 4 business days for the tracking number to be fully operational. This is due to the carrier's processing and system update timing.
Don't worry — this doesn't mean there's a problem with your order. It has been shipped and is on its way to you.
Returns
How do I exchange or return my order?
If you'd like to exchange or return your order, that's no problem.
We offer a 60-day return window from the date you receive your order to request an exchange or refund.
Items must be returned in new, unworn condition with original packaging and tags attached. We will inspect items upon receipt and reserve the right to refuse a return if the items do not meet these conditions.
⚠️ Hygiene exception: For health and safety reasons, panties and underwear can only be accepted for return or exchange if their original packaging is intact and unopened, and the item has not been tried on.
To start a return or exchange, send an email with your order number and the details of your request to help@shopcelyssia.com
For more information, see our full Return Policy.
What is your refund policy?
After receiving and reviewing your request, we will process your refund within a maximum of 14 calendar days. If the request does not meet our return conditions, we will be unable to process the refund.
Exchanges, on the other hand, are 100% free : no processing fee, no return shipping required.
My refund hasn't appeared on my statement, what should I do?
It's normal for refunds to take some time to appear on your statement.
Our refunds are processed within a maximum of 14 calendar days from the date we receive your request. If you haven't received your refund after this period:
- Check your bank account or credit card statement again.
- Contact your bank or credit card issuer, they may need additional processing time before the refund posts.
If you still haven't received your refund after these steps, please contact us with your order details at help@shopcelyssia.com