FAQs
Welcome to the Celuxius FAQ page. Here you'll find answers to common questions about ordering, shipping, returns, payments, and more. If you need help with something specific, please contact us at support@celuxius.com.
Orders
How do I place an order?
Select your product, choose size or finish if applicable, add it to your cart, and click "Checkout". Enter your delivery details and payment information, then confirm your order. You'll receive an order confirmation email once payment is accepted.
Can I cancel my order after placing it?
You can cancel your order within 24 hours of purchase if it has not yet been dispatched. Contact us at support@celuxius.com with your order number. Cancellations of unshipped orders receive a full refund with no deductions. Once an order is dispatched, cancellation is no longer possible - you can return it after delivery under our Returns Policy.
Can I change my order or delivery address after placing it?
Yes, contact us within 12 hours of purchase via support@celuxius.com with your order number and the changes you need. Once your order has been shipped, we cannot modify or reroute it.
What happens if my order is out of stock?
If a product becomes unavailable after you place your order, we'll contact you by email before dispatch. You can choose to wait for it to be restocked or cancel for a full refund.
Payments
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay.
Is my payment information secure?
Yes. All transactions are protected by SSL encryption and processed through our certified payment gateway (Shopify Payments), which is fully PCI-DSS compliant. We do not store card details on our servers.
Are there any extra taxes or fees?
No. All prices are in British Pounds (£) and include any applicable VAT. The price on your order confirmation is the final price - no hidden charges are added at checkout.
When will I be charged?
You're charged immediately when you place your order. Your order will not be processed until payment is complete.
Where can I find my billing terms and conditions?
Our full billing terms and conditions are available on our Billing Terms and Conditions page.
Shipping
How long does shipping take?
- Handling time: 3–5 business days (Monday to Friday)
- Transit time: 5–10 business days (Monday to Friday)
- Total estimated delivery: 8–15 business days from the date of order
Orders placed after 4:00 p.m. GMT, on weekends, or on public holidays are processed the next business day.
Do you ship to my address?
We ship to all UK mainland addresses, including England, Scotland, Wales, and Northern Ireland. We do not currently ship to the Channel Islands, Isle of Man, BFPO addresses or PO boxes.
How much does shipping cost?
UK delivery is free on all orders. There are no hidden delivery fees.
Can I track my order?
Yes. Once your order is dispatched, you'll receive a shipping confirmation email with your tracking number and a link to follow your delivery. Tracking may take 3–5 business days to activate. If your tracking has not updated for over 7 business days, contact us at support@celuxius.com.
What if my order is delayed or doesn't arrive?
If your order exceeds the estimated delivery window, contact us at support@celuxius.com with your order number. We'll investigate with the carrier and update you within one business day.
Which delivery partners do you use?
We use Royal Mail, DHL, DPD and Evri. Your dispatch confirmation email will confirm which carrier has been assigned.
Returns & Refunds
Can I return my item?
Yes. You can return items within 30 days of delivery. Under the Consumer Contracts Regulations 2013, you have a statutory right to cancel within 14 days with no questions asked. Our 30-day window extends beyond this legal minimum.
What condition must my item be in for a return?
The item must be unused, undamaged, and in its original packaging with all accessories, components, and labels included. You must provide proof of purchase (order number or confirmation email).
How do I start a return?
Email support@celuxius.com with your order number, reason for return, and photographs if the item is damaged or defective. We'll respond within 3 business days with confirmation and return instructions.
Who pays for return shipping?
If the item is faulty, damaged, or incorrect - we cover return postage cost and issue a full refund or a free replacement, as you prefer. If you're returning for change of mind - you pay return postage, but we still refund the full item price (no restocking fee).
How long does a refund take?
Once we receive your return, we'll inspect it and notify you within 3 business days. Approved refunds are issued to your original payment method within 10 business days. Your bank may take a few additional days to process the credit.
What if my refund hasn't arrived after 10 business days?
First, check your bank account again and contact your bank or payment provider directly. If the refund still hasn't appeared after this, contact us at support@celuxius.com with your order number and we'll investigate.
What if my item arrived damaged or defective?
Contact us at support@celuxius.com within 48 hours of delivery with your order number and photographs or video. We'll arrange a full refund or replacement at no cost, whichever you prefer.
Can I exchange an item for a different product?
We don't offer direct exchanges. You are welcome to return your original item following our Return & Refund Policy and place a new order separately. Your refund will be issued once the return is received and inspected.
Are there items that cannot be returned?
Yes. Custom-made, personalised, made-to-order products, gift cards, and clearance/final-sale items (where clearly marked) cannot be returned unless they arrive faulty or not as described.
Products
Are your product descriptions accurate?
We strive to provide accurate information including size, finish, materials, and care instructions. Under the Consumer Rights Act 2015, all products must match their description and be of satisfactory quality. If you spot an error, contact us and we'll fix it quickly.
What if the product doesn't match what I ordered?
Contact us at support@celuxius.com within 48 hours of delivery with your order number and photographs. We'll arrange a replacement or full refund at no cost, whichever you prefer.
Do you have a physical store to see live products?
No, Celuxius is an online-only store. All orders are shipped directly to your address.
Account & Privacy
Do I need an account to buy from Celuxius?
No. You can shop as a guest. Creating an account lets you save your details for faster checkout and view your order history.
How do I reset my password?
On the login page, click "Forgot Password" and enter your email. We'll send you a link to create a new password.
Is my personal data secure?
Yes. We use SSL encryption and secure payment gateways. We comply with UK GDPR and the Data Protection Act 2018. For full details, see our Privacy Policy.
Can I unsubscribe from marketing emails?
Yes. Use the unsubscribe link in any marketing email or contact us at support@celuxius.com. We only send marketing emails if you've given explicit consent.
Contact Us
If you cannot find the answer you are looking for in our FAQs, you can contact our customer service team using the details below or through our contact form.
Email: support@celuxius.com
Phone: +44 7348 956178
Customer Service Hours:
Mon–Fri: 9:00 a.m. – 5:00 p.m. (GMT)
Sat: 10:00 a.m. – 4:00 p.m. (GMT)
Sun: Closed
We aim to respond to all enquiries within 24 hours during business days. Enquiries received on Sunday will be answered on Monday.