Frequently Asked Questions (FAQ) | Celena Concept
1. How does Celena Concept’s store model work?
Celena Concept acts as a premium global style curation. We handpick the finest international jewelry and women's goods trends directly from exclusive, trusted manufacturers and design partners in Europe, Asia, and the United States. Once you place an order, your items are securely packaged and shipped directly from our international partner's facility straight to your doorstep, ensuring unfair high retail markups are eliminated.
2. What are your shipping times and availability?
Because we source our curation globally to bring you unique designs, our standard estimated delivery window for US orders is 7 to 15 business days after the order has been processed.
3. How long does order processing take?
Order processing takes 1 to 3 business days for our partners to verify, quality-check, and securely pack your selection. Orders placed over the weekend or on major US holidays will be processed the following business week.
4. Will I receive a tracking number for my package?
Absolutely! Transparency is a core value at Celena Concept. As soon as your package is dispatched from the facility, an automated email containing your tracking number and carrier details (such as USPS, UPS, or DHL) will be sent to your registered email address. This typically occurs within 3 business days of placing your order.
5. Can I track my shipment online?
Yes. You can easily track your parcel directly through the link provided in your shipping confirmation email, or by inputting your tracking number into the official USPS/carrier website or global tracking portals like 17Track.
6. Why did I receive only one item when I ordered multiple?
To offer you a vast and exclusive catalog, we partner with different specialized manufacturers around the world. If you purchase items from different collections, they may be shipped separately in order to deliver them to you as quickly as possible. Rest assured, you will receive a specific tracking number for each package at no extra cost.
7. Will I have to pay any customs duties or import taxes?
For the vast majority of standard retail shipments delivered to the United States, orders fall well below the commercial import threshold, meaning no customs duties or extra import fees will apply to your package. The price you pay at checkout is final.
8. What is your return policy?
We offer a flexible 30-day return window from the date your package is marked as delivered by the carrier. Items must be unused, unaltered, and returned in their original luxury packaging with all original tags attached. To initiate a return, please contact our support team at [your-email@celenaconcept.com]. (Please note that custom or final sale items are not eligible for voluntary returns).
9. What payment methods do you accept?
To protect your privacy and funds, all transactions on our store are fully encrypted and processed through industry-leading secure payment gateways. We accept all major Credit and Debit Cards (Visa, Mastercard, American Express, Discover), as well as digital express checkouts like PayPal and Apple Pay.