Customer Service
First Orders
Please note first-time orders can only be shipped to the cardholder’s billing address or a corporate work address. To avoid delays to your order, please ensure that your billing address matches the address on your card, and the cardholder’s name needs to be written as it appears on the card. Please fill in contact details accurately so that we can contact you if needed.
Payment Security
We currently only accept payments by Visa, Visa Debit, Mastercard, Maestro and Paypal.
We use SagePay and Paypal to protect your online order information, which have a very secure and flexible credit card payment gateway service.
Shipping Information
All orders are shipped in DDU (Delivery Duty Unpaid). Custom charges may apply if you’re based outside of Europe. Make sure you provide all information needed at check out, to make your delivery as smooth as possible.
We ship worldwide, excluding Russia.
UK
We use Royal Mail’s Royal Mail Signed For™ 1st Class for all UK deliveries.
UK shipping costs £8 for all orders.
Expected Delivery:
Deliveries take place between 8am and 6pm, from Monday to Friday. Standard delivery can take up to 3 working days.
Please visit Royal Mail’s website and use your tracking number to get more information regarding the status of your order.
We offer a free Click&Collect service to our London based customers. Simply select Click&Collect at checkout and you’ll receive an email to let you know when your order is ready for collection. You will usually, depending of the time of your online purchase and credit checks, be able to collect your purchase same day. Please make sure you bring a copy of your confirmation email (you can show us on your phone) and the card used for the payment as well as valid piece of identification (ID, passport, driving licence).
EUROPE
We use Royal Mail for all Europe deliveries, for a standard rate of £19.
Expected Delivery:
Deliveries take place between 8am and 6pm (local time), from Monday to Friday. Shipping in Europe usually takes between 2 to 5 working days. Please visit Royal Mail‘s website and use your tracking number to get more information regarding the status of your order.
REST OF THE WORLD
We use Royal Mail for all International deliveries, for a standard rate of £29.
Expected Delivery:
Deliveries take place between 8am and 6pm (local time), from Monday to Friday. Shipping in all other territories usually takes between 3 to 7 working days. Please visit Parcelforce’s website and use your tracking number to get more information regarding the status of your order.
Please contact [email protected] for any additional information.
RETURNS – EXCHANGE POLICY
We hope you enjoy your purchase. If however you are not completely satisfied with your purchase, please be aware that you can exchange or return non-sale items free of charge. You have 7 days to return a purchase, from the day of receipt. We do not accept returns on sale items.
Please note that we can only accept all returns in the product’s original condition. Please ensure all footwear is returned with the shoebox.
Books, apothecary and grocery cannot be returned.
Please contact our Customer Service at [email protected] and we’ll get in touch with the instructions.
Customer Care
EXCHANGE
You can exchange any item for a different size free of charge, based on stock availability. Shipping is free for replacement items; this excludes custom charges that might be incurred in your country. Please note that we only offer size exchanges and do not offer exchanges for a different style at this stage. In cases of no stock, you will be fully refunded (excluding shipping fees).
Please contact our Customer Service at [email protected] and we’ll get in touch with the instructions.
REFUND
In the case of a refund, we will either credit the original purchaser’s credit card or your Celestine Eleven account, at your convenience. Please note that shipping costs will not be refunded.
Please contact [email protected]for any additional information.
Your Account
Registering with us will make your purchases easier. To create an account, simply click on “Log in” (on the right hand corner of all pages of the website) and then “Create an account” and follow the simple steps of the registration. If you have forgotten your password, simply follow the “Forgot Your Password?” instructions on the Log In page.
From your Celestine Eleven account, you’ll be able to enjoy many benefits, including:
- Manage your account details, address book and email preferences
- Save your address and card details
- Review past purchases
- Build a customised Wish List that you can email to friends and family.
- Add sold out items to your Wish List so you can see if more stock arrives
Promotional Code
Celestine Eleven will occasionally offer promotional codes. To redeem your code, simply paste it onto the section “Promotional code” in your shopping cart before proceeding with the checkout.
Gift Cards
Celestine Eleven does not offer gift cards at this stage. We will let you know as soon as it becomes available.
Privacy Policy
Here at Celestine Eleven, we are committed to protecting your privacy. All personal information collected is kept securely and will not be accessible to any other users. We will only use the information collected about you lawfully (according to the Data Protection Act 1998). Celestine Eleven will not distribute your personal information with any third parties outside of its partnerships. Celestine Eleven only collects information to help process your order and provide you with a personalised shopping experience.
You may request details of personal information, which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to Celestine Eleven, 4 Holywell Lane, London EC2A 3ET, UK. If you believe that any information we are holding on you is incorrect or incomplete, please write to us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
Sizing
Sizes can vary from one designer to another, which is why we advise you to use our available sizing chart on each product page to help you with your purchase. Product descriptions will always give additional information regarding the fit.
Please contact our Customer Services at [email protected] for any additional information.
About Celestine Eleven
The website www.celestineeleven.com is owed by Le Celestine Limited. Le Celestine is a limited company registered in England and Wales (Company number: 08003393). Celestine Eleven’s registered address is 21 Malvern Road, London E8 3LP, United Kingdom. Le Celestine’s trading address is 4 Holywell Lane, London EC2A 3ET, United Kingdom.
Contact
For Customer Service enquiries, please contact [email protected]
For Buying enquiries, please contact [email protected]
For Press enquiries, please contact Amel at [email protected]