FAQs
Orders
At Celyssia, we carefully prepare and hand over your order to our delivery partners within 1 to 3 working days following order confirmation. Orders placed during weekends or public holidays will be processed on the next business day.
Orders are prepared and dispatched quickly. You have a 3-hour window from your order confirmation to request a cancellation or change by contacting our customer service team at help@shopcelyssia.com.
After this window, your order can no longer be changed or cancelled before dispatch. You can still make use of our 60-day return policy to request an exchange or refund once your order arrives.
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 dispatched: Your parcel has left our warehouse and is on its way to your delivery address.
- Out for delivery: Your parcel is with the courier and on its way to you.
Delivery
What are the delivery times?
Once dispatched, orders are typically delivered within 5 to 10 working days, depending on your location.
Where do you deliver?
We currently deliver to the United States, Canada, United Kingdom, Ireland, Australia, and New Zealand. We offer free delivery on all orders, with no minimum spend.
My tracking number isn't working, what should I do?
It's perfectly normal for a tracking number not to be active straight away after you receive your dispatch confirmation email.
It usually takes 3 to 4 working days for the tracking number to become fully active, due to the courier's processing and system update times.
Please don't worry, this doesn't mean there's a problem with your order. It has been dispatched 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 returns window from the date you receive your order to request an exchange or refund.
Items must be returned unworn and in new condition, with the original packaging and tags attached. We inspect all items on receipt and reserve the right to refuse a return if they don't meet these conditions.
⚠️ Hygiene exception: For health and safety reasons, knickers and underwear can only be accepted for return or exchange if the original packaging is intact and unopened, and the item has not been tried on.
To start a return or exchange, email 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?
Once we've received and reviewed your request, we'll process your refund within a maximum of 14 calendar days. If the request doesn't meet our returns conditions, we won't be able to process the refund.
Exchanges are completely free: no processing fee and no return postage to pay.
My refund hasn't appeared on my statement, what should I do?
It's normal for refunds to take a little time to appear on your statement. Refunds are processed within a maximum of 14 calendar days from the date we receive your request. If you haven't received yours after this period:
- Check your bank or credit card statement again.
- Contact your bank or card issuer, as they may need extra processing time before the refund appears.
If you still haven't received your refund after these steps, please contact us with your order details at help@shopcelyssia.com.