FAQ

Orders

How do I know my order went through?
You receive a confirmation email within minutes of payment. If it doesn't arrive, check your spam folder, then email support@celistinashop.com.

Can I change or cancel my order?
Yes, as long as it hasn't shipped. Contact us as soon as possible with your order number. Once the parcel is with the carrier, changes are no longer possible — you can then use our returns process.

Can I order from outside the US?
Yes, we ship to most countries. Times and rates are listed on our Shipping Policy page.

Shipping

How quickly does my order ship?
Within 1 to 2 business days of payment confirmation.

My tracking shows no information.
Tracking usually activates 24 to 48 hours after dispatch. If it's still inactive after 72 hours, email us.

Will I pay customs charges?
For deliveries outside the United States, import duties and taxes may be charged by your country. They are your responsibility and are not included in the price shown.

Is shipping free?
Yes, over $60 in the United States and over $90 to Canada and Europe.

Returns and refunds

How long do I have to return an item?
30 days from delivery, with no reason required.

Do I pay for returns?
No. We provide a prepaid return label for orders delivered within our standard zones.

Can I return an opened cosmetic or supplement?
No, for hygiene reasons, unless the product is faulty or does not match your order.

When will I be refunded?
Within 5 business days of your return arriving at our warehouse, to your original payment method. Allow a further 5 to 10 days depending on your bank.

Products

Are your products tested on animals?
No, nothing in our beauty range is tested on animals.

How do I choose my size?
Measurements and fit notes are on every product page. If you're between two sizes, email us and we'll advise for that specific piece.

Are your supplements suitable during pregnancy?
Our supplements are not recommended during pregnancy or breastfeeding without advice from a healthcare professional. Precautions are detailed on each product page.

Where can I find the full ingredient list?
Key actives and doses are on every product page. For the full INCI list, email us and we'll send it over.

Payment and security

Which payment methods do you accept?
The major payment cards and the methods shown at checkout.

Are my card details safe?
Yes. Payments are handled by a PCI-DSS certified provider over an encrypted connection. We never store your card numbers.

Which currency am I charged in?
Prices are shown and charged in US dollars (USD).

Contact

Didn't find your answer? Email support@celistinashop.com, Monday to Friday, 9am to 6pm CET. We reply within 24 to 48 business hours.