FAQs
Frequently Asked Questions
Orders
How do I know if my order was successfully placed?
After completing your purchase, you should receive an order confirmation email at the email address provided during checkout.
If you do not receive a confirmation email, please check your spam or junk folder first.
If you are still unable to locate it, please contact us at support@celynthe.com.
Can I change or cancel my order?
We begin processing orders as quickly as possible.
If you need to request a change or cancellation, please contact us at support@celynthe.com as soon as possible after placing your order.
We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once processing has begun.
Can I change my shipping address?
If your order has not yet been processed or shipped, we may be able to update the delivery address.
Please contact us as soon as possible and provide:
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Your order number
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Your current shipping address
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Your requested new shipping address
Once an order has been shipped, we may be unable to change its destination.
Customers are responsible for providing complete and accurate shipping information at checkout.
Products
Will the product look exactly like the photos?
We make reasonable efforts to display product colors, packaging, and appearance as accurately as possible.
However, colors may appear slightly different depending on your device, screen settings, lighting conditions, and product production batches.
Product packaging may also be updated by manufacturers from time to time.
How can I find product information?
Please review the individual product page for available information, including descriptions, directions for use, product specifications, ingredients where applicable, and other relevant details.
If you have a specific question, please contact us before purchasing.
What should I do if I have sensitive skin or allergies?
Beauty and personal care products may affect individuals differently.
Please carefully review the available ingredient information before use and discontinue use if irritation or an adverse reaction occurs.
If you have known allergies, sensitivities, or medical concerns, consider consulting an appropriate healthcare professional before using a new product.
Shipping Policy
Order Processing
Orders are generally processed within 1–2 business days after payment has been successfully confirmed.
Orders placed on weekends or public holidays may begin processing on the next business day.
Processing times may be longer during:
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Major promotional events
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Holiday periods
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Product launches
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High-order-volume periods
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Events outside our reasonable control
Order processing time is separate from shipping transit time.
Shipping Destinations
We currently ship to [LIST COUNTRIES / REGIONS OR “SELECT INTERNATIONAL DESTINATIONS”].
Shipping options available to you will normally be displayed during checkout based on your delivery address.
Certain products may not be eligible for delivery to certain countries or regions because of carrier, customs, regulatory, or logistical restrictions.
Estimated Delivery Times
Estimated delivery times vary based on destination and shipping method.
United States
Standard Shipping: 1–2 business days
Canada
Standard Shipping: 1–2 business days
United Kingdom
Standard Shipping: 1–2 business days
European Destinations
Standard Shipping: 1–2 business days
Other International Destinations
Standard Shipping: 1–2 business days
These estimates begin after an order has been processed and handed to the carrier.
Delivery estimates are not guaranteed delivery dates.
Shipping Fees
Shipping charges, where applicable, are calculated and displayed during checkout.
We may occasionally offer free shipping promotions subject to specific conditions, minimum order values, eligible destinations, or promotional periods.
Order Tracking
Where tracking is available, you will receive tracking information after your order has been shipped.
Please allow some time for the carrier's tracking system to update after your shipping confirmation is issued.
Customs, Duties and Taxes
International orders may be subject to customs duties, import taxes, VAT, handling charges, or other fees imposed by the destination country.
Unless otherwise stated during checkout, these fees are not included in the product price or shipping fee and may be the responsibility of the recipient.
Celynthe does not control customs authorities or their processing times.
Customs procedures may occasionally delay delivery.
Incorrect Shipping Information
Customers are responsible for providing a complete and accurate delivery address.
Celynthe is not responsible for delivery delays, failed deliveries, or losses caused by incorrect or incomplete shipping information supplied by the customer.
If a package is returned to us because of an incorrect address, additional shipping charges may apply if reshipment is requested.
Delayed Packages
Carrier delays may occasionally occur due to:
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Weather
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Customs processing
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Public holidays
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Transportation disruptions
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Local delivery conditions
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Events outside our reasonable control
If your package appears significantly delayed, please contact us at support@celynthe.com, and we will assist you in reviewing the available tracking information.
Lost or Missing Packages
If tracking indicates that a parcel has been delivered but you cannot locate it:
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Check around the delivery location.
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Ask household members or neighbors who may have received it.
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Review any carrier delivery notices.
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Contact the carrier where appropriate.
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Contact us at support@celynthe.com if further assistance is needed.
Claims regarding lost or missing packages should be submitted within 30 days of the expected or recorded delivery date.
Damaged or Incorrect Items
If you receive an item that appears damaged, defective, or different from the item ordered, please contact us within 30 days of delivery.
Please provide:
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Your order number
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A description of the issue
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Clear photos of the product
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Photos of the packaging, where relevant
We will review the information and provide an appropriate resolution where applicable.
Return & Refund Policy
Our Return Window
We want you to feel confident when shopping with Celynthe.
Eligible products may be returned within 30 days of delivery, subject to the conditions below.
A return request must be approved before products are sent back.
Please contact support@celynthe.com to begin a return request.
Return Eligibility
To be eligible for a standard return, an item should generally be:
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Unused
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Unopened where hygiene seals apply
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In its original condition
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In its original packaging
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Returned with applicable accessories or promotional items
Proof of purchase may be required.
Beauty and Hygiene Products
For health, safety, and hygiene reasons, certain opened or used beauty, cosmetic, skincare, personal care, or hygiene products may not be eligible for return unless they arrived damaged, defective, or incorrect.
Products with broken hygiene seals may also be non-returnable where applicable.
Non-Returnable Items
Depending on the product and applicable law, non-returnable items may include:
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Opened cosmetics
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Used skincare products
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Personal hygiene products
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Products with removed hygiene seals
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Gift cards
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Final-sale items
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Personalized products
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Items damaged after delivery through misuse or improper handling
This does not affect any rights you may have under applicable consumer protection law.
How to Request a Return
Before returning an item, please contact:
Please include:
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Your name
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Order number
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Product you wish to return
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Reason for the return
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Relevant photos, where applicable
If the return is approved, we will provide return instructions.
Do not send products to an address without first receiving return instructions.
Return Shipping
Unless a product is confirmed to be damaged, defective, incorrect, or otherwise covered by applicable consumer protection requirements, customers may be responsible for return shipping costs.
Original shipping charges may be non-refundable unless otherwise required by law.
We recommend using a trackable shipping method for eligible returns.
Refunds
After an approved return is received and inspected, we will notify you regarding the status of your refund.
Approved refunds will generally be issued to the original payment method.
Depending on your payment provider or financial institution, additional time may be required before the refund appears in your account.
Partial Refunds
In certain circumstances, only a partial refund may be available, including where permitted by applicable law, for items that:
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Are returned in a condition materially different from the condition in which they were received
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Are missing parts or accessories
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Have been damaged after delivery
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Show signs of use beyond what is reasonably necessary to inspect the product
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Cancellation cannot be guaranteed once an order has entered processing or has already shipped.
If cancellation is no longer possible, you may need to follow the applicable return process after receiving the order.
Contact
For shipping, return, refund, or order questions, please contact:
Operated by:
Shenzhen Cheqiqing International Trade Co., Ltd.
Website: Celynthe.com