1. How Delivery Timing Works

Total delivery time = processing time + transit time. We want your new pieces to reach you as quickly as possible — here’s what to expect at each stage.

2. Processing

Orders are processed Monday through Friday. Garments in stock are typically prepared and dispatched within 1–3 business days of your order being placed, and shipped on the next business day after processing completes.

3. Transit Times

• Standard international transit: 7–15 business days after processing.
• Overall estimate for standard orders: 8–18 business days.
• During busy or new-collection launch periods: up to 20 business days.

4. Import Duties & Customs

Some orders are fulfilled from logistics centres outside the EU. If yours is one of them, your destination country’s customs authority may charge import duties, clearance fees, or VAT on arrival. These charges are not included in your checkout total and are payable by you as the recipient. Customs checks can also add to transit time — we recommend checking your local customs rules in advance.

5. Where We Ship

Europe: Romania and all EU member states, plus the United Kingdom.
North America: United States, Canada.
Elsewhere: Contact reachus@celiol.com to check availability for your country.

6. Shipping Costs & Carriers

Delivery fees are calculated at checkout based on your destination, parcel weight, and order value. Depending on your location, your order may be handled by a national postal service or a regional courier — your dispatch confirmation email will include the carrier name and a tracking link.

7. Address Accuracy

Please double-check your delivery details at checkout. We are not responsible for delivery issues caused by incomplete or incorrect address information provided at the time of ordering.

8. If You Miss Delivery

If you’re unavailable when delivery is attempted, the carrier will typically leave a collection notice. Parcels left uncollected beyond the carrier’s holding period will be returned to us; any refund issued will have return shipping costs deducted.

9. Tracking & Delivery Issues

You’ll receive a tracking number once your order ships. If tracking hasn’t updated within 5 business days of your order date, contact reachus@celiol.com with your order number.

Parcel hasn’t arrived: Within 48 hours, check with neighbours or building staff and verify your delivery address. After 48 hours, contact the carrier directly with your tracking number and notify us.

Parcel arrived damaged: If damage is visible externally, note it on the delivery receipt (or refuse delivery), photograph it, and report to us within 24 hours. If damage is only visible once opened, contact us within 7 days with photos — keep the packaging.

Wrong item received: Notify us within 7 days with your order number and photos. Please do not wear the item or remove any tags in the meantime.

10. Changing or Cancelling an Order

Before it ships: Contact reachus@celiol.com right away with your order number and the change you’d like to make.
After it ships: We’re unable to modify or cancel the order, but you may refuse delivery or accept it and return it under our Return & Refund Policy.

11. Liability, Risk & Events Beyond Our Control

We are responsible for parcels confirmed lost by the carrier, and for garments that arrive with shipping-related structural damage. We are not responsible for carrier delays, customs delays or duties, issues caused by incorrect addresses, unclaimed or refused parcels, or delays from events beyond our control (natural disasters, pandemics, government restrictions, strikes, severe weather, or carrier disruptions). In such cases, we will notify affected customers and offer either an extended delivery window or a full refund — your choice. Risk of loss or damage passes to you once your order is successfully delivered to the address or pickup point you specified.