CELYVANE · CUSTOMER CARE
Questions about beauty should be easy to ask.
Whether you are comparing a shade before checkout, checking an order, or need help with a product that arrived differently than expected, our support team is here to help you understand the next step.
Start Here
Tell us what you need help with, and include the details that make the question easier to solve.
CELYVANE supports customers across complexion products, lip and eye color, beauty tools, coordinated sets, cleansers, and body-care products. The information that helps most depends on whether your question is about choosing a product or resolving an existing order.
For product questions, the product name and shade or variation are useful. For an existing purchase, include your order number and the email address used at checkout. If something arrived damaged, incorrect, incomplete, or leaking, photographs may help us understand the condition without making you explain the same issue several times.
[email protected]What We Can Help With
Different questions need different details.
01 · BEFORE YOU ORDER
Product and shade questions
Contact us if you need clarification about a listed shade, product format, beauty set, tool, body-care item, or another detail shown on the storefront. We can explain the product information available to us so you can make a more informed choice.
02 · AFTER CHECKOUT
Order and delivery support
We can help review order status, shipping details, address concerns, tracking questions, split shipments, and delivery issues. Include your order number whenever possible so we can identify the correct purchase quickly.
03 · AFTER DELIVERY
Returns and product issues
If a product arrives damaged, the wrong shade is packed, a beauty set is incomplete, or a body-care container leaks in transit, contact us before discarding the item or packaging so the condition can be reviewed properly.
For Product Questions
A product name is helpful. The exact shade or variation is even better.
CELYVANE includes products where small differences matter. Foundation, concealer, blush, bronzer, lip color, mascara, liner, brow products, eyeshadow, tools, and sets can all have variations that change the answer to a product question.
When contacting us before purchase, tell us what you are looking at and what you would like clarified. For example, include the listed shade, product type, set name, or beauty tool rather than sending only a general message such as “Which one should I buy?”
We can help explain storefront information and product structure, but cosmetic color can still appear differently depending on lighting, screen settings, skin tone, and application.
For Order Problems
A few useful details can make an after-sales request much clearer.
If your message concerns an order that has already arrived, keep the relevant product and packaging while contacting us. Depending on the issue, the following details can be useful:
- Your order number.
- The product name and shade or variation.
- A short explanation of what is wrong.
- A photo of the product label when the wrong shade or item was received.
- Photos of the parcel and inner packaging when transit damage or leakage is involved.
- A clear description of any missing component from a beauty set or kit.
Please avoid sending passwords, complete payment-card details, or unrelated personal documents. Those details are not needed for ordinary customer support.
Worldwide Customer Support
Beauty travels across borders. Our support should travel with it.
CELYVANE serves customers through an online storefront, so questions may come from different regions, carriers, and delivery routes. For cross-border order questions, include the order number and current tracking information so we can review the shipment in context.
Before You Send Your Message
The right context helps us give you a more useful answer.
PRODUCT
Name the item
Include the product name, shade, color, set, or variation so we know exactly which item you mean.
ORDER
Add your order number
For an existing purchase, the order number is the fastest way to connect your question with the correct transaction.
DELIVERY
Share the tracking status
If your question is about shipping, include the latest carrier status and explain whether the parcel is delayed, missing, or marked delivered.
CONDITION
Keep the packaging
For damage, leakage, incorrect fulfillment, or missing set contents, keep the product and packaging until the review is complete.
One Direct Contact
Keep the conversation simple.
You do not need to choose between multiple departments before asking for help. Send your question to our customer support email and include the information relevant to your situation.
Whether the question is about a shade before purchase, an order in transit, a damaged compact, an incorrect product, a leaking body-care item, or an incomplete set, we will review the details available and respond from there.
[email protected]