Q: Does the parcel require signature?
A: Yes. Our parcels are sent by courier who do require the parcel to be sign for. If you will not be available to accept and sign for the delivery, you can leave delivery instructions at the checkout stages. For example, you may request that your parcel is left with a neighbour, or left behind a gate. Our couriers will leave the parcel in a place if they feel that it is safe enough to do so.
Alternatively, in the UK the courier will attempt the delivery three times before you will need to collect the parcel from your nearest depot.
For international deliveries, our courier will attempt delivery once. If they are unable to deliver the parcel, you will be left a calling card so that you can call our courier to rearrange the delivery for a convenient time.
Q: Are custom duties included in the shipping cost?
A: All orders are shipped from our UK based warehouse and therefore customs duties are not included in our international shipping costs to delivery countries outside of the EU (with the exception of US). Your delivery country’s import duties may be charged to you when your parcel reaches customs. As custom duties are out of our control, we are unable to confirm the financial limits that exempt you from being charged. We are also unable to advise what these custom duties may be as these are governed locally and not charged by Celestial Leather. For all international orders we do not charge UK VAT. Territorial pricing is applicable with international orders and these recommended retail prices can vary dependent upon the delivery country.
Q: Which couriers do you use?
A: For deliveries within the UK we use DPD and Hermes as our couriers.
For deliveries outside of the UK we use DHL, DPD and Aramex as our couriers. All couriers may use local postal services and couriers once the parcel has arrived in the correct country for delivery eg. DHL will transfer to USPS for deliveries in the United States.
Q: Can I have my order delivered to a different address to my billing address?
A: Yes, orders can be delivered to an alternative address in the UK or overseas. You’ll need to enter the delivery country in your shopping bag when prompted, and then the delivery address in the checkout. Once at the payment stage you can confirm the billing and delivery addresses are different, and you’ll need to confirm the details. If paying with PayPal you’ll need to register the delivery address to your PayPal account as part of their own security restrictions.
Q: If an item is out of stock, can I still order it?
A: Orders cannot be placed for out of stock items, unless it clearly states it is an order on request item, this will be displayed on the product page. Stock levels are shown live on each product page. Products are not reserved until your order has been confirmed.
Q: Do you include price information inside your parcels?
A: Orders shipped within the EU will not include any price information inside. Orders shipped outside of the EU must include a commercial invoice for custom purposes. This will include price information, but the document is affixed to the outside of the parcel.
Q: Can I cancel or amend an order online?
A: Once an order has been placed, we are unable to cancel or change it.
If you still wish to cancel your order, please return your order once received, in accordance to our returns policy here.
Q: Can I order by telephone?
A: No, or recorded and better experience we use only website for selling.
Q: Which payment options do you accept?
A: We only accept PayPal payments method.
Q: Where can I add a promotional / gift voucher code?
A: A promotions and gift card box can be found at the bottom of Your basket page in the checkout. Add in your code and click apply code, remember only one promotional code can be used per order.
Q: What currencies can I pay in?
A: You can pay through PayPal and PayPal will convert by itself.
Q: Is the ordering process secure?
A: Yes, at Celestial Leather we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions.
Q: Can I order without registering?
A: Yes, at Celestial Leather it is our policy to make your shopping experience as quick and easy as possible. We do not require registration but should you wish to do so at the end of the checkout process you may. We do not retain any payment details and we only keep your delivery information.
Q: Can I have my order gift-wrapped?
A: No we don’t have Gift Wrapped services currently available.
REFUND & RETURNS
Refund and Returns
In the unlikely event there is a problem we are always happy to resolve it. The best way to report a problem is to email us within 5 working days before opening a case. We have a comprehensive refund and returns policy
14-Days No-Quibble Refund:
In line with Distance Selling Regulations, if we ship an item to you within the EU, you can change your mind and be fully refunded for the item Minus outbound shipping costs. You must return the item to us within 14 days of receipt and in the original condition; the return postage is at your expense. We will refund the money within 7 working days from the day it has received by us. We reserve the right to withhold a percentage of items cost if it is proved to be damaged or in not in its original condition. Please contact us prior to making the return. This does not apply to items collected by you or your agent from our warehouse.
Item lost or damaged in post:
If we ship an item to you and it gets lost or damaged then we will replace it or refund the value of the item excluding postage. Most items are delivered within a few days, but sometimes there are delays. Please contact us if you have not received your item within two weeks of receiving our dispatch note. We may require you to sign a form to enable us to claim from the courier.
Items significantly not as described:
If the item materially differs from the photographs (However, slight variation in colour is possible as pictures tend to vary the colour slightly) and listing description then we’ll refund, or exchange, in line with your rights under Sale of Goods Act 1979. We require items to be returned promptly, but we may at our discretion ask you to send a photo to verify damage, agree with you a partial refund, collect the item, or pre-authorise a refund of your return postage costs. By material difference we mean a clear listing error, misrepresentation or fault which materially affects the item’s value. For items which are collected from the warehouse, we will ask you or your agent to check that there are no material differences prior to taking them away. If the returned item is not in the original condition, we hold the right to keep a percentage of the amount paid depending on the damaged occurred.
Except as limited by statute, our liability is limited to the amount paid for the item and shipping.
Q: How can I add a product to Wishlist?
A: Just login to your account and go on any product and click on the heart icon by hovering over the product.
Q: Can I sign up/unsubscribe to emails?
A: You can choose to sign up to our newsletter by following this link – www.celestialleather.com/newsletter
Should you wish to unsubscribe from our newsletter at any time, please contact our customer services team and we will process this for you.
Q: How do I change my email address?
A: Our dedicated team can update your email address for you, please contact the customer services team for this to be processed. Please send an email from your existing account detailing your new email address or alternatively an email can be sent from your new account detailing your billing information that is linked to your Celestial Leather account so that we can verify this for security reasons.
Q: Help! I've forgotten my password
A: If you have forgotten your password that is linked to your Celestial Leather account, you can simply go to the log in page and select “forgotten password” From here, you will be asked to enter your email address that is linked to your account and you will receive an email containing a link to re-set your password.
Q: Do you have promotion sales
A: Yes, we have seasonal promotions and sales throughout the year, with our biggest sales in November, December and January. Be the first to hear of any special offers or promotional weekends by signing up to our newsletter, or by following us on Instagram, Facebook.
Q: Can’t find what you are looking for?
A: Contact Us