Help & FAQs

Have a question about delivery or need a hand with placing an order? Please see our Frequently Asked Questions below.

If you can’t find the answer you’re looking for, please contact us at help@celuu.co.uk and we’ll be in touch.

Ordering online >

Delivery >

Returns >

Personal Details >

Other >


Ordering online

How do I place an order?

Once you have found the item/s you wish to purchase, simply select ‘add to shopping bag’ and follow the steps indicated to complete your order.

Is shopping online safe?

Shopping online is safe and we respect your right to privacy and safety. We store your details on a secure server and use the industry leading ‘Sagepay’ to securely process your payments. See our Privacy Policy for more information.

Do I need to create an online account to place an order online?

You may place an order with us using our ‘guest checkout’. This means you can place your order without creating an account with us.

However, creating an account with us will make it more convenient to place future orders and manage your details.

How does the shopping basket work?

The basket holds your items until you are ready to complete the payment. It gives you the opportunity to make sure you’ve selected the right size and quantity, as well as selecting your delivery options.

How do I know which size to choose?

Please click here to view our Size Guide.

How do you measure the length of your sleeves and the length of coats, jackets and tops?

Though a size may fit you correctly, you may have preferences over the length of the garment’s sleeves or where the garment falls to in length. We advise that you compare these measurements to your own body to see how the garment will look. We measure our sleeves from the shoulder seam to the sleeve hem and we measure the length of coats, jackets and tops from the centre back of the neck to the hem. We measure skirts from the centre back to the hem.

Can I order online and collect in-store?

Unfortunately we only offer a home delivery option at this time.

How can I pay for my order?

We accept Visa Debit, Visa Electron, MasterCard, UK Maestro and American Express. You can also pay via PayPal.

What email communications should I expect to receive after placing my order?

You will receive an email confirming receipt of your order and another informing you of when it has been dispatched. You will also receive an email from the courier (DPD) informing you of when the goods are due to be delivered. On the day of delivery, you will receive an email and text informing you of your 1 hour delivery slot. If this is not convenient, you can rearrange the delivery day with DPD or request that is left in a safe place or with a neighbour. Please see our delivery information here.

I’ve placed an order but haven’t received a confirmation email?

If you haven’t received an email within two hours of placing your order, please email orders@celuu.co.uk.

What happens if an item goes out of stock after I’ve ordered it?

If an item is out of stock, it should normally be displayed as so on the product page. However, if this is not stated, we will inform you and offer you another product of a similar price and quality, or simply cancel this item from your order. You will not be charged for this. If you have ordered other items with it, they will still be delivered to you.


Delivery

See our Delivery Policy for further information.

Who will be delivering my order?

We use the premium courier service DPD to deliver all of our orders.

Where do you deliver to?

We currently deliver to the UK only, which we define as England, Wales, Scotland and Northern Ireland. Unfortunately, we do not deliver to the Republic of Ireland at this time.

Do you deliver overseas?

Unfortunately, we do not deliver overseas at this time. This is something we hope to offer in the future, so please sign up to our newsletter to be notified of when this is available.

Can you deliver to a different address to my billing address?

Yes. If you’d like us to deliver to an alternative address, you will be given the option to provide these details when you proceed to the checkout.

How much is postage and packaging?

Standard weekday, next day delivery postage and packaging is charged at £4.95. Weekend delivery is charged at £6.00 for orders placed any time before Friday midday. Orders placed after this time will be delivered within 2 working days. We also offer free delivery on orders over £200.

What happens if I am out when the package is delivered?

If you are unable to accept the delivery, our courier will leave a card for you, with the details needed to rearrange another delivery. You may request with DPD that your order is left in a safe place or with a neighbour.

How long will my package take to be delivered?

If you select weekday delivery before midday, your order will be delivered the next working day. If you order after this time however, your delivery will be delayed by another day.

Can I track my order?

You may track your delivery by visiting https://www.dpd.com/tracking. You will need to provide your parcel label number or reference number.


Returns

What is your returns policy?

If you change your mind about your purchase you have 14 days to send the garment(s) back and claim a full refund. For more details, please see our Returns Policy.

How do I return a product I ordered online?

Included with your package will be an invoice, a Freepost sticker and a Returns form. Affix the Freepost label over the existing address on the original packaging and send it back to us via Royal Mail. Don’t forget to complete and include your Returns form – this helps us to process your refund more efficiently.

Can I return my order to a store that stocks Celuu?

Unfortunately, we do not process returns for items purchased online, in-store. You must return your item back to us directly.

Can I return sale items?

You may return sale items within 14 days of purchase. The item must be returned in the packaging provided with your original order and the item must be unused.

How do I return an item I received as a gift?

If you or the buyer wishes to receive a refund, the original buyer must return the item within 14 days and a refund will be credited to the card they paid with.

Can a gift receipt be sent with my order?

Unfortunately, we do not process gift receipts for online orders. If you wish to return an item that was purchased as a gift, the original buyer must return the item to us and a refund will be credited to the account they paid with.

What shall I do if an item is faulty?

If your item is faulty, please contact us at returns@celuu.co.uk before you return the item. We will then ask that you send it back to us using the Freepost label provided. Please fill out the returns form enclosed with your original order documents, selecting ‘Damaged/Faulty’. This allows us to process your return more efficiently and issue you a refund quickly. We will offer you a replacement item or a refund.

I’ve received the wrong order, what shall I do?

Please email us to notify us of our mistake before returning the item. You may then Freepost it back to us using the sticker provided. To make sure that your return is processed efficiently, please give details of the issue using the Returns form enclosed with your original order documents.


Personal details

What do I do if I forget my password?

If you have forgotten your password, simply click here to go to your account and click ‘forgot your password?’.

How do I change my personal details?

To change your details, log into your account with your username and password. You will be able to make any necessary changes to your personal information here.

How do I subscribe to the newsletter?

You can sign up for our newsletter by entering your email into the text bar at the bottom of the page.


Other

How do I use a promotional code?

Enter the promotional code at the checkout and the amount will be discounted from your order.

Where can I find care instructions online?

You will find the relevant information about caring for your garment under the ‘Fabric & Care’ section on the individual product pages on our website. Further information about best caring for your garments can be found here.

Are your sizes UK sizes?

All our products are shown in UK sizes. Please consult the size guide for further information.

Do you offer a gift-wrapping service?

At present, we don’t offer a gift-wrapping service. We hope to offer this at some time in the future and will notify you of when this is available.

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