Refund policy
At Celestre, we want you to love your purchase. If for any reason you’re not fully satisfied, most items can be returned within 30 days of delivery for a refund, provided they meet the requirements below.
1. Eligibility for Returns
To be eligible for a return:
- The item must be unused, undamaged, and in its original packaging.
- All labels, accessories, and parts must be included.
- A valid proof of purchase (order number or confirmation email) is required.
- Items must be returned using a trackable shipping method.
Please Note:
Returns sent without prior authorisation will not be accepted. We are not responsible for lost or untracked return shipments.
2. Non-Returnable Items
The following items cannot be returned or refunded:
- Custom-made, personalised, or made-to-order products
- Gift cards
- Clearance or sale items
- Items damaged or altered by the customer
3. How to Start a Return
To initiate a return, please email support@celestre.co.uk with:
- Your order number
- The reason for return
- Photos or videos (if the item is damaged, defective, or incorrect)
- Your full name and delivery address
Our customer service team will review your request within 3 business days and confirm whether your return is eligible.
If approved, we will send you the return address and detailed instructions.
4. Return Method
All returns are processed by mail.
The customer must ship the item using their own trackable courier service to the address provided after authorisation.
5. Return Shipping Costs
If the return is due to our fault (e.g. incorrect, defective, or damaged product), we will provide a full refund, including return shipping costs.
If the return is due to the customer (e.g. change of mind, ordered wrong item, or no longer wanted), the customer covers the return shipping and a 10% restocking fee applies, deducted from the refund amount.
6. Refunds
Once your returned item is received and inspected, we will notify you by email:
- If approved, the refund will be issued to your original payment method within 10 business days.
- Depending on your payment provider, it may take additional time for the refund to appear in your account.
If the return is not approved, we will explain the reason in writing.
7. Damaged, Faulty or Incorrect Items
Please inspect your order immediately upon delivery. If you receive a damaged, defective, or incorrect item, contact us right away at support@celestre.co.uk with photos of the issue. We will arrange a replacement or a full refund at no cost to you.
8. Exchanges
We do not offer item-for-item exchanges. If you would like a different product, please return your original item following our returns process and place a new order. Once we receive and inspect your return, your refund will be issued according to our refund policy.
9. Cancellations
Orders may be cancelled within 12 hours of purchase, subject to a 15% administrative fee deducted from the refund.
Once an order has been shipped, it cannot be cancelled.
If delivery fails due to an incorrect or incomplete address, or if the parcel is refused or unclaimed, a 15% restocking fee will apply, deducted from the refund amount.
10. Contact Information
Store Name: Celestre
Email: support@celestre.co.uk
Phone: 07871854240
Customer Service Hours:
Monday–Friday: 9:00 a.m. to 5:00 p.m. (GMT - London)
Saturday: 10:00 a.m. to 4:00 p.m. (GMT - London)
Sunday: Closed
We aim to respond to all messages within 24 hours.