Frequently Asked Questions
Return related questions
1. What is the process for returning an item?
Request a return within 30 days of receiving your item. It must be unworn, unused, with tags, and in its original packaging. Include the receipt or proof of purchase. Email us at support@thecelestebrand.com to start the process. We will send you a return shipping label and instructions. Unapproved returns will not be accepted.
2. Are there any items that cannot be returned?
Yes, you cannot return perishable goods, custom products, personal care items, hazardous materials, flammable liquids, gases, sale items, or gift cards.
3. How long does it take to receive a refund?
After we receive and inspect your return, we will notify you of the approval. Approved refunds will be processed within 10 business days to your original payment method. If it takes longer than 15 business days, please contact us at support@thecelestebrand.com.
Shipping related questions
1. How long does it take for my order to be processed and shipped?
Orders typically can take up to 2 business days for processing and production. Shipping times vary by location.
2. What are the estimated shipping times for different regions?
Estimated shipping times after production are as follows:
- EU 3-10 business days via Global Mail/DPD
- Oceania 8-16 business days via Global Mail/DPD
- USA 8-14 business days via Global Mail/DPD
- World 8-14 business days via Global Mail/DPD
3. How are shipping costs calculated?
Shipping costs are included in the price of the phone case. We offer standard and expedited shipping options, both of which are calculated at checkout.
4. How can I track my order once it has been shipped?
Once your order has shipped, you will receive a confirmation email with a tracking number. You can use this tracking number to check the status of your delivery through our tracking page or the carrier's website.
5. What happens if my order is delivered to the wrong address?
Please ensure you provide the correct shipping address at checkout. If you realize there's a mistake, contact us immediately at support@thecelestebrand.com. If the order hasn't been processed yet, we'll do our best to update the address. We are not responsible for orders delivered to an incorrect address provided by the customer.
6. Who is responsible for customs and import taxes on international orders?
International customers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
7. What should I do if my package is lost or stolen?
We are not responsible for lost or stolen packages confirmed to be delivered to the address provided for the order. If your package is lost or stolen, we will confirm the delivery details and provide you with tracking information so you can investigate with the shipping carrier.
Defective product
1. How do you define a defective phone case?
A defective phone case includes issues such as manufacturing defects, cracks, scratches, or other damage that occurred before or upon receipt of the product.
2. What if I receive the wrong design on my phone case?
If you receive a phone case with the wrong design, please contact us at support@thecelestebrand.com. Include your order number and a description of the incorrect design. We will work to resolve the issue promptly.
3. What is the process for resolving a defective phone case issue?
To resolve a defective phone case issue, please contact our support team at support@thecelestebrand.com. Provide your order number, details of the problem, and any supporting photos or videos. We will review your case and respond with a resolution as quickly as possible.
4.Cases of the same style look different for different products , is my case defective?
No , it is not. Different phone models require different positioning of the print , most of the times due to the camera , this does not mean the case is defective.
Payment
1. What payment methods do you accept?
We currently accept debit and credit cards from American Express , Mastercard , VISA, ApplePay and PayPal.
2. Is my payment information secure?
Your transaction and payment information are securely managed by our payment providers using advanced encryption and strict banking standards. Your credit card details are transmitted directly to the bank and remain inaccessible to anyone except your bank.
3. Did my payment go through?
Our payment process includes multiple security measures to ensure maximum safety. If your payment was successful, you will receive an order confirmation email within 24 hours.
If you haven't received your order confirmation, please check your junk mail. If no email could be found , please contact us immediately at support@thecelestebrand.com