Shipping Policy

How Orders Move From Checkout to Shipment

After an order is placed, it moves through a preparation process before it is handed to a carrier. This can include payment confirmation, order review, product allocation, shade or variation checking, packing, labeling, and shipment creation.

Beauty orders often contain products that look similar but differ by shade, finish, format, or set composition. A foundation stick in one shade, a lip pencil in another color, or a multi-piece beauty set requires accurate picking before the parcel can leave fulfillment.

Processing may take longer when an order requires additional verification, includes several product types, contains multiple variations, is placed during a high-volume period, or is affected by product availability.

Placing an order begins the fulfillment process, but it does not mean the parcel is already in carrier transit. Shipment tracking is normally created after the order has been prepared and transferred into the delivery network.

Product Selection Before Dispatch

Please review your order carefully before completing checkout, especially when purchasing products that depend on a specific shade, color, finish, size, set, or product version.

This is particularly important for items such as:

• Foundation, concealer, powder, bronzer, blush, and other complexion products.
• Lip color, lip pencil, mascara, eyeliner, brow products, and eyeshadow.
• Curated sets or kits containing several beauty items.
• Makeup brushes and beauty tools with different intended uses.
• Body lotions, creams, oils, scrubs, shower products, and cleansers.

Once packing has started, it may not always be possible to replace one shade with another, change the quantity, remove a product, or redirect the order. If you notice an error, contact us as soon as possible and we will check whether the order can still be adjusted.

Order Processing

Orders are prepared according to normal fulfillment availability and the sequence in which they are received. Processing time can vary depending on order volume, payment review, stock location, weekends, holidays, operational workload, and other fulfillment conditions.

We do not rely on one fixed processing promise for every order because different destinations, products, and fulfillment circumstances can require different handling. If a delay becomes relevant to your order, available shipment information will be used to help determine the current status.

Orders with incomplete or unusual address information may require additional review before shipment because an incorrect address can create a failed delivery, carrier return, or avoidable delay.

Estimated Shipping Time

Delivery estimates are influenced by the destination, carrier route, local delivery network, parcel handoff points, customs processing where applicable, seasonal volume, weather, and other transportation conditions.

Any delivery estimate shown during checkout or communicated after purchase should be treated as an estimate rather than a guaranteed arrival date unless a specific service is clearly stated otherwise.

Tracking can also show limited movement during part of the journey. This does not always mean the parcel has stopped moving. Some carriers update tracking only when a shipment reaches a new checkpoint or is scanned by the next logistics partner.

Shipping Address Accuracy

The shipping address entered at checkout should be complete enough for the destination carrier to deliver the parcel without having to guess or reconstruct the address.

Please check:

• Recipient name.
• Street address and building number.
• Apartment, suite, floor, or unit information where applicable.
• City, state, province, or region.
• Postal or ZIP code.
• Country or destination region.
• Telephone information when needed for delivery contact.

If you notice a mistake after placing the order, email us promptly. We will try to help while the order is still changeable, but once shipment preparation or carrier processing has progressed, an address change may no longer be available.

If a parcel is returned, delayed, or redirected because the address provided with the order was incomplete or incorrect, additional delivery arrangements may be required.

Packaging for Cosmetics and Personal-Care Products

Cosmetics and body-care products can react differently to transport than ordinary dry goods. Pressed powders may be sensitive to impact, pencils can be affected by crushing, containers can leak if damaged, and product sets can arrive incomplete if outer packaging is compromised.

Orders are packed with normal transport handling in mind, but carriers control the parcel once it enters the delivery network. If a package arrives visibly damaged, crushed, torn, wet, open, or otherwise compromised, keep the outer packaging and the affected product while contacting us.

For a damage review, photographs of the shipping label, parcel exterior, inner packaging, and affected product may be useful. Keeping these materials until the issue is reviewed helps us understand whether the problem occurred during packing, transit, or final delivery.

Temperature and Transit Conditions

Some cosmetic and personal-care products may temporarily feel softer, firmer, warmer, or cooler after spending time in a delivery vehicle, parcel locker, sorting facility, or outdoor environment. Transit temperature can vary by route and season.

A temporary temperature change does not automatically mean a product is damaged. If a product arrives leaking, separated in an unusual way, with broken packaging, or otherwise appears unsuitable for normal use, keep the item and packaging and contact us before discarding it.

Customers should avoid leaving delivered beauty products exposed to prolonged heat, direct sunlight, freezing conditions, or moisture after delivery when those conditions can reasonably be avoided.

Split Shipments

An order may sometimes be divided into more than one parcel because products are fulfilled from different stock locations, because packaging requirements differ, or because part of the order becomes ready before the rest.

If this happens, the parcels may receive different tracking references and may not arrive on the same day. A first delivery containing only part of the order does not necessarily mean the remaining products were omitted.

Before reporting an item as missing, check any available shipment messages and tracking information to see whether another parcel is still in transit.

International Shipping and Customs

Cross-border orders may pass through customs, import processing, security review, or local delivery transfer before reaching the recipient. These steps are controlled by the destination country or delivery network rather than by CELYVANE.

Import duties, taxes, clearance fees, handling charges, or other destination-specific costs may apply depending on the country, order value, product classification, and local rules. These charges can be assessed separately from the product purchase.

Customs processing may also extend transit time. A parcel that is awaiting clearance can appear inactive in tracking even though it remains within the normal import process.

We do not determine the rules used by customs authorities and cannot guarantee that every country will treat the same beauty product, cosmetic set, or personal-care item in exactly the same way.

Carrier Delays

Carrier networks can experience delays caused by severe weather, transportation interruptions, holiday congestion, customs backlogs, regional events, staffing conditions, local delivery restrictions, or unusually high parcel volume.

When a delay occurs after the parcel has been transferred to the carrier, we may use tracking data and carrier information to understand the situation. However, a carrier delay does not always have an immediate resolution or a precise revised delivery date.

If tracking has not updated for an unusually long period, send us the order number and available tracking information so we can review what is visible from our side.

Delivered but Not Received

If tracking shows a parcel as delivered but you cannot find it, first check the area where the carrier normally leaves packages. This may include a mailbox, parcel locker, building reception, front desk, side entrance, secure delivery area, or another location noted in the tracking record.

It can also be useful to check with household members, neighbors where appropriate, building management, or the carrier itself. Some carriers mark an item delivered shortly before the parcel is physically accessible to the recipient.

If the parcel still cannot be located, contact us with the order number and tracking information. We will review the available shipment record and determine what further information may be needed.

Missing, Incorrect, or Damaged Products

If your parcel arrives but a product is missing, the wrong shade was packed, a beauty set is incomplete, or a product was damaged during transit, contact us before disposing of the packaging.

Please include the order number and a clear description of the issue. Depending on the situation, we may ask for photographs showing:

• The shipping label.
• The outside of the parcel.
• The inside packing arrangement.
• The product label or shade name.
• The damaged area or missing component.

This information helps distinguish a fulfillment mistake from carrier damage and makes it easier to review the appropriate next step.

Refused and Returned Parcels

A parcel may be returned to the sender when delivery is refused, the address is incomplete, the recipient cannot be reached, the parcel is not collected from a pickup point, or local import requirements are not completed.

Returned parcels are reviewed after they reach the relevant fulfillment location. The next step may depend on the reason for return, the condition of the parcel and products, applicable shipping costs, and whether the order can reasonably be sent again.

For cosmetics and personal-care products, packaging condition matters because a parcel that has been opened, damaged, exposed, or otherwise compromised during a failed delivery may not be suitable for resale.

Order Changes and Cancellations

If you need to request a change or cancellation, contact us as soon as possible. We can review the request while the order is still in a stage where changes are possible.

Once picking, packing, label creation, or carrier transfer has progressed, we may be unable to stop the shipment or replace a selected shade. This is why checking product choices and delivery details before checkout is especially important for beauty products with multiple variations.