Missing an item from my order
A delivery note is sent along with every parcel. The delivery note enlists all the items sent in that parcel.
If any item is missing then please contact the customer care team. Click here to contact the customer care team.
Missing an item from my order
A delivery note is sent along with every parcel. The delivery note enlists all the items sent in that parcel.
If any item is missing then please contact the customer care team. Click here to contact the customer care team.
I have been refunded the incorrect amount
We apologise for the mistake. Please contact our customer care team and we will sort it out for you.
Click here to contact the customer care team.
In case of incorrect/faulty items the refund will include the amount paid at the time of purchase and the delivery charges.
In case of orders cancelled, within the purview of the distance selling regulations, the refund will include only the amount paid at the time of purchase; not the delivery charges.
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I asked for a refund and have been sent a replacement
We apologise for the mistake. Please contact our customer care team and we will sort it out for you.
Click here to contact the customer care team.
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I asked for a replacement and have been issued a refund
This may have occurred because we could not provide you with the replacement you asked for. We have issued the refund so that you can purchase another item. Click here to contact our customer care team.
Will an item be restocked?
At Celliana we are always working towards providing our customer base with products that epitomize the latest trends in the fashion industry.
We want to offer you new and exciting products in every collection,therefore because of this; we do not re-stock any item.
However, you can search for similar products in our search engine. You can make the search more specific by using the refine filters given on the left hand side.
If we do decide to re-stock an item, please keep an eye out for it in the new arrivals category.
Also, a customer may decide to return an item because he or she may find it unsuitable, so please keep a look out for it on the website.
Can I amend or cancel my order?
Once an order is submitted it is not possible to amend any of the details entered. This could be the delivery address, colour, changing the item etc.
However, you can cancel the order within 30 minutes of placing it. You can do so by logging into your account and clicking on the 'cancel/view' button next to the order. The order will be cancelled before the amount is charged to your card and the order status will change to cancelled.
This button is available for only 30 minutes. If the button is not visible, then you will not be able to cancel the order.
Under the distance selling regulations you have the right to cancel your order within 14 working days from the day after the date you receive the goods. Click here to read more on that under the returns policy.
How do I pay for my order?
We accept payment with the following credit or debit cards: Visa credit and debit cards, MasterCard credit and debit cards, American Express credit and Charge Cards, Switch/Maestro debit cards, Visa cards .
We also accept payment by PayPal. Please note that if you wish to pay for your products using PayPal, and you do not already have an existing PayPal account, you will be required to set up a new account with PayPal directly. By submitting an order to us through our site, you are confirming that the payment details provided on your order are valid and correct. All transactions can be in only sterling pound. If the order is rejected or cancelled for any reason, this charge will be credited back to your PayPal account.
What Currencies can I use?
You can pay using only sterling pound.
When will I be charged?
If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.
My payment has been declined
Don't worry - This can happen for a number of reasons.
Try checking the details in your Celliana account to ensure that the card details such as the start date and card type are correct and your billing address is the same one the card is registered to.
If the problem persists, enter the details of another card and try again. If you feel you are not getting anywhere then contact our Customer Care Team who will try to advise you further.
