Shipping and Returns

Delivery time

At Cellu, we are dedicated to delivering your favorites in a way that respects the environment and ensures high quality. We deliver within 7-12 business days, which may seem like a slightly longer wait. But here's why:

Eco-friendly Shipping

• Reduced Carbon Footprint: We have chosen a shipping method that minimizes our carbon footprint. This means that we often use means of transportation that emit less CO2, even though they may be slower.
• Quality control: Every order goes through a meticulous quality check, ensuring that the products you receive are of the highest standard. This can add some time to the overall delivery process.

Support for Local Suppliers

• Local Producers: We support local producers and suppliers, which can lead to slightly longer delivery times. By doing this, we strengthen local economies and reduce long transportation routes.

Customized Packaging

• Sustainable Packaging: Your order will be packed in eco-friendly materials. This ensures that we not only protect your goods during transportation, but also our planet.

We understand that fast delivery is often preferred, but we believe our customers appreciate and support our efforts to be more environmentally responsible and ethically conscious. We thank you for your understanding and patience.

Free shipping

As a thank you for your patience and support, we offer free shipping on all orders.

Returns

If you are not satisfied with your order or if you regret your purchase, you have a 30-day cooling-off period. Please note that returns are at your own expense.

Not Satisfied with Your Order?

If for any reason you are not satisfied with your order, please contact us. At Cellu , we strive to ensure that our customers are 100% satisfied with the products they have purchased from our suppliers. If you have any issues with the shipment or product and feel frustrated, please contact us and our team will assist you immediately.

How to return your order

If you decide to return your products within the 14-day cooling-off period, please note that we will refund the full amount of your order within 5 working days of receiving the product. Unfortunately, we cannot refund the cost of returning the product.

Follow the steps below to return your product:

1. Send us an email at info@getcellu.com stating that you wish to return your order or part of your order.
2. Wait for a response from our customer service team as to whether we can accept your return. Here you will also receive a return form.
3. If we can accept your return, follow the steps below.
4. Pack the returned product carefully and robustly, preferably in the original packaging.
5. Send the package to the return address provided to you by our customer service.
6. Send the Track & Trace code to our customer service.
7. Once your package has arrived and been inspected, we will refund the returned products using the payment method you used to pay for the products.

Non-Returnable Products

Desværre kan visse produkter ikke returneres, herunder:

1. Sealed products. If the seal is broken, these products cannot be returned.

Direct Cancellation of Orders

You can only cancel your order 30 minutes after placing it.

To cancel your order, please contact us within 30 minutes of placing the order at info@getcellu.com

Damaged Products Upon Arrival

If you receive a damaged or incorrect product, please contact us within 14 days of receiving the product. After that, unfortunately, the right of return expires.

For the fastest resolution, please send us an email with a photo showing the damaged part of the item. Photos should be taken on a flat surface where the label and defect are clearly visible. We will use this information to help you with your orders and to prevent errors in the future.

For defective items, we always send a new package free of charge the first time and unfortunately we cannot offer refunds. If it arrives defective the second time, we will refund the full purchase amount.

For questions

about products that were damaged on arrival, please contact us at info@getcellu.com

Product Defects or Defects After Use

If a manufacturing defect occurs over time, it must be a real defect. This means that the part is broken and no longer meets the standards set by the manufacturer. Wear parts are excluded from manufacturing defects or defects. 

For questions about product defects or defects after use, please contact us at info@getcellu.com.

Frequently Asked Questions about our Returns Policy

Here are some frequently asked questions about our return policy:
:

1. How long is the return period? You can return a product within 30 days of receiving your order.

2. How long does it take to get my money back? Once we have received the products, inspected them and confirmed that they have not been opened, the full amount will be refunded to the original payment method. All customers must contact us after the package is returned and provide us with the track and trace information so we can process the refund. Note: Most financial institutions take an average of 3-5 business days to process the refund.

3. Why are beauty and health products non-returnable? Below is a list of hygiene items that are non-returnable and non-refundable (the list is not exhaustive): underwear, bikinis, makeup, hair styling products, beauty products, etc. We take hygiene and public safety seriously and refuse returns on beauty and health products to ensure the safety of our customers. This is not unique to us; other beauty and health product suppliers do not allow returns for the same reasons. You can return the product if it is still sealed in the original packaging.

4. Do I have to pay for my return? Yes, all customers are responsible for the shipping costs for returns. We recommend sending your return package with track and trace as we cannot take responsibility for lost return packages.

5. Can I return my product without contacting you? No, you can't. You must contact us before returning as the return address may vary from the address where your order originally came from.

6. How can I contact you? You can reach us via email at info@getcellu.com. The Cellu team works seven days a week. We always guarantee a response within 1 to 3 hours and are happy to help you further!

7. My order is damaged, what should I do? In order to find the fastest possible solution, please include a photo showing the poor quality or damaged part of the item. Photos should be taken on a flat surface where the label and defect are clearly visible. We will use this information to help you with your order and to prevent errors in the future.

If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. Unfortunately, the right of return will then expire.