1. GENERAL QUESTIONS
What is your return policy?
We want you to be completely satisfied with your purchase. We accept returns on all items within 30 days of the delivery date, provided the items are unused, unopened and in their original packaging. For detailed instructions on how to start a return, please visit our Returns & Exchanges page or contact us at info@celluglam.com.
How can I track my order?
Once your order has been shipped, you will receive a tracking number by email. You can use this number to track your order at any time via our Track & Trace page at www.celluglam.com/apps/parcelpanel. Tracking information becomes available 2–3 days after your order is placed.
Can I cancel or change my order?
We understand that sometimes changes are needed. If you would like to change or cancel your order, please contact us as soon as possible at info@celluglam.com. We will do our best to accommodate your request. Please note that once an order has been dispatched, it can no longer be cancelled.
2. PRODUCT QUESTIONS
What is this product made of?
You can find material and ingredient information in the "Product Description" section on each product page. If you have further questions about a specific product, feel free to contact us at info@celluglam.com.
How do I use this product?
Usage instructions are included with each product and can also be found in the product description on the product page. If you need additional guidance, please don't hesitate to reach out to us.
How do I care for this product?
Care instructions for each product are listed in the "Product Description" section on the product page. Following these instructions will help ensure the longevity of your product.
Is this product suitable for sensitive skin?
Our products are designed to be suitable for all skin types, including sensitive skin. If you have specific skin concerns or allergies, we recommend checking the full ingredient list on the product page before purchasing. If you're unsure, contact us and we'll be happy to advise.
Is the CelluTone device safe to use?
Yes, the CelluTone is designed for safe home use. We recommend using it 3–5 times per week for 5–10 minutes per area. For best results, combine with The Luxury Body Oil. If you have any medical conditions or concerns, please consult your doctor before use.
3. PAYMENT QUESTIONS
What payment methods do you accept?
We accept the following payment methods: credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay and Shop Pay. Additional payment options may be available at checkout depending on your location.
Do you offer buy now, pay later?
Yes, we offer installment payment options via Klarna at checkout (availability may vary by country). For more information, visit our checkout page or contact our customer service team.
Is my payment information secure?
Yes, we take the security of your payment information very seriously. All transactions are processed securely using industry-standard encryption technology. We do not store your full credit card details on our servers.
4. SHIPPING QUESTIONS
How long will it take to receive my order?
Every order is processed within 24 hours. Estimated delivery times are:
- United States: 7–12 business days
- United Kingdom: 5–10 business days
- Australia: 8–14 business days
- Canada: 7–12 business days
- New Zealand: 8–14 business days
Please note these are estimates and may vary due to customs processing or other external factors.
How much does shipping cost?
Shipping is completely FREE on all orders, worldwide. No minimum order amount required.
Do you ship to PO boxes?
Yes, we ship to PO box addresses. Please make sure to provide your full and accurate shipping address to avoid any delays in delivery.
My order is taking longer than expected, what should I do?
If your order has not arrived within the estimated delivery window, please first check your tracking information via our Track & Trace page. If you need further assistance, contact us at info@celluglam.com and we will investigate for you.
Will I have to pay customs duties or import taxes?
Depending on your country, customs duties or import taxes may apply upon delivery. These charges are the responsibility of the recipient. For more information, please refer to our Order & Delivery page or contact your local customs office.
5. CONTACT QUESTIONS
How can I contact customer service?
You can reach our customer service team by emailing info@celluglam.com. You can also send us a direct message on Instagram or Facebook. We aim to respond to all enquiries within 24 hours on business days.
What are your opening hours?
Our customer service team is available 7 days a week from 9:00 to 18:00 CET. We also aim to respond to emails received outside these hours as quickly as possible.
How can I leave feedback?
We love hearing from our customers! You can send us an email at info@celluglam.com or leave a review directly on the product page. Your feedback helps us improve and means a lot to us.
Do you have a physical store?
At this time, CelluGlam operates exclusively online. This allows us to keep our operational costs low and offer you the best possible prices. Our customer service team is always available to help you online.
Still have a question? Contact us at info@celluglam.com. We're happy to help!