RETURNS & RETURN INSTRUCTIONS

Celestino offers you the right to return the entire order, or part of it, if the purchase does not meet your expectations.

The return process is considered complete once we receive the products, provided that the returned products meet the terms & conditions set by our return policy. Upon acceptance of your return, the value of the returned items is immediately credited as a 'Credit Balance' to your account. Your Credit Balance is immediately available for use in new orders, or you can request a refund by providing a valid IBAN code.

• Stick the DHL return voucher on your return package.

  The return voucher is included on your initial order package. If you have lost the return voucher, you can print it by clicking on the corresponding link included in the confirmation email of your order.

• Include the completed return form in your return package. This way, we can identify your order and understand the reason for the return, facilitating prompt processing.

  If you have lost the return form, you can print it by clicking here or contact Celestino customer service at +302122144444.

• Check if the return is made within the specified deadline:
  • Online purchase: 30 days from the order shipment date.
  • In-store purchases: 30 days from the purchase date.
• Products are properly packaged, in their original condition, retain all labels, and special markings (tags/barcodes) have not been removed.

More information about the return policy and/or the right of withdrawal can be found under the Terms & Conditions.

Special Returns Conditions

Non-returnable products

Some of our products cannot be returned due to their special characteristics. Specifically:

• Products with a red label, for hygiene reasons.
• Products marked as 'non-returnable/non-exchangeable'.
• Personal care items.
• Underwear where protective stickers are removed.
• Any product in special packaging that has been altered or opened (e.g., earrings).

Defective Products Returns

You have the right to return the products you purchased and request their replacement in all cases where:

1. Delivered products are different or significantly vary from what you ordered.
2. There was a defect in the product.

To exercise this right, you must contact us at +302122144444 and [email protected]. During our communication, you will be asked to describe the product and its defect in detail, and then you will receive instructions from us for further actions. The product must be returned with the original purchase receipt, in excellent condition, and with the packaging and documents that accompanied the product, so we can examine it.

When your return is processed, we will inform you if you are entitled to a refund or replacement (depending on the case). The refund will be made within 14 calendar days from the day we confirmed that you are entitled to a refund or product replacement. The refunded amount will cover, beyond the total value of the product, the shipping costs as well as the cost of returning the product and will be credited to your electronic wallet in your account. Please note that you retain all the consumer's rights provided for by the applicable law.

RETURN METHODS

Celestino offers the following return methods for . For returns made in ways not covered by our return policy, we reserve the right to refuse receipt of the return, while in case of acceptance, the costs are borne by the sender. This charge will be withheld from the credit amount resulting from the value of the returned products.

ONLINE STORE PURCHASES:

DHL return - Free

Package the products you wish to return, make sure to include a completed returns form and place the DHL return voucher, included in your initial order, on the package. Contact your local DHL station to arrange a pick-up time for your return or drop-off your return at any DHL service point.

You can find your local DHL service points here

For any queries, you can contact our Customer Service Department at +302122144444 or at [email protected]