FAQs

Last updated: 09/16/2026

Ordering

How do I place an order?

Add what you want to the basket, open the basket, and follow the checkout steps. You'll enter a delivery address and choose a payment method, and you'll see the full total — including any tax — before you confirm anything. A confirmation email arrives within a few minutes.

Can I change or cancel an order after placing it?

Usually, if you're quick. Email support@celaza.com with your order number as soon as you can. We can amend or cancel at any point before the order is dispatched, which is normally within 1–2 business days. Once it's with the carrier we can't recall it, but you can still return it under our 30-day policy.

Do I need an account to buy?

No. You can check out as a guest. An account just saves your address for next time and keeps your order history in one place.

Delivery

How much does shipping cost?

Nothing. Shipping is free on every Celaza order, with no minimum spend and no fee added at checkout.

Where do orders ship from?

From our warehouse in Frankfurt am Main, Germany. Our business address, 37 Maple St, Harpursville, NY 13787, is an office — nothing is dispatched from there, and parcels sent to it can't be processed.

Will I have to pay customs or import fees?

No. Any import duties, taxes or customs clearance fees on parcels coming from our warehouse are paid by us. Nothing is added after checkout and the carrier won't ask you for money on delivery.

How long will my order take?

We prepare orders within 1–2 business days, and parcels are then in transit for 3–10 business days. Counting from when you order, expect delivery within 4–12 business days. Orders placed before 5:00 PM (ET) on a business day start processing the same day; later orders start the next business day.

Where do you ship to?

The United States. If your country isn't offered at checkout, we can't deliver there yet.

How do I track my parcel?

A tracking number is emailed to you the day your order is dispatched. Carriers usually take 1–3 business days to register the first scan, so don't worry if the page looks empty at first. You can check progress any time on our Track Your Order page.

My tracking hasn't updated in over a week. What now?

Email support@celaza.com. If tracking has been static for 7 business days, or the 4–12 day window has passed with no delivery, we'll open an investigation with the carrier. If a parcel is confirmed lost, you choose between a replacement or a full refund.

Can I change my delivery address after ordering?

Yes, as long as the order hasn't been dispatched. Email us straight away. Once a parcel is in transit we have no ability to redirect it.

Returns and refunds

What's your return policy?

You have 30 days from delivery to return anything, for any reason. Items should be unused and in their original packaging where possible.

How do I start a return?

Email support@celaza.com with your order number and which items you're sending back. We'll reply within 24 hours on business days with the return address — our warehouse in Frankfurt am Main, Germany — and how to label the parcel for customs. Post the item within 14 days of that reply. Please don't send anything back before contacting us — unannounced parcels are hard to match to an order.

Who pays for return postage?

You do, in most cases. Because returns travel to Germany, postage costs more than a domestic US return, so ask us before you send and we'll suggest a tracked option. If the item arrived damaged, faulty or simply wasn't what you ordered, we cover it — and sometimes we'll tell you to keep the item and refund you without a return at all.

When will I get my refund?

Within 5–7 business days of your return reaching us and passing inspection. Your bank may take a further 5–10 business days to show it on your statement.

Something arrived damaged. What should I do?

Email support@celaza.com within 48 hours of delivery with a photo of the item and its packaging. We'll send a replacement or refund you in full, and you won't pay anything toward return postage.

Can I exchange an item instead?

We don't process direct exchanges. Return the original for a refund and place a new order — it's faster than waiting on stock movements.

Payment

What payment methods do you accept?

We accept American Express, Apple Pay, Google Pay, Maestro, Mastercard, PayPal, Shop Pay, UnionPay and Visa. A few depend on your region or device, so if it's displayed at checkout, it's accepted.

What currency are prices in?

US dollars. If your card is in another currency, your bank handles the conversion at its own rate and may add a fee.

Is it safe to pay here?

Payments run over an encrypted connection and are handled by established third-party processors. Card numbers go straight to them and are never stored on our systems.

My payment was declined. Why?

Almost always the bank's decision rather than ours — usually a billing address mismatch, an expired card, or a routine fraud hold. Check the details and try again, or use a different method. If a pending charge from a failed attempt doesn't clear within a few days, email us with the date and amount.

Products and support

Will the item look exactly like the photo?

Close, but colours vary between screens and small differences are normal. Props shown alongside a product aren't included unless the description says so.

How do I change my cookie choices?

Open the Cookie preferences link in the footer of any page. That reopens the cookie banner, and you can switch analytics or marketing cookies off. You can also email us and ask us to opt you out.

Who runs Celaza?

Company name: Celaza, company number 61523647981, registered at 37 Maple St, Harpursville, NY 13787, United States.

How do I contact you?

Phone: 1 (405) 591-4016. Email: support@celaza.com. We're available Monday to Friday: 9:00 AM – 5:00 PM (ET), and reply to everything within 24 hours on business days.