Shipping & Returns
At Cellara, we want your order to arrive safely and beautifully, just as intended. Please review our shipping and returns information below before placing your order.
ORDER PROCESSING
Orders are generally processed and dispatched within 1–3 business days of being placed.
Orders placed on weekends or public holidays will be processed from the next business day.
During launches, promotions and other high-volume periods, processing times may be slightly longer. If we anticipate a significant delay with your order, we will endeavour to let you know.
Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.
SHIPPING WITHIN AUSTRALIA
Cellara currently ships Australia-wide via Australia Post.
Standard Shipping
Estimated delivery: 2–6 business days after dispatch
Express Shipping
Estimated delivery: 1–3 business days after dispatch
Shipping costs will be displayed at checkout prior to completing your purchase.
Delivery timeframes are estimates only and may vary depending on your location, public holidays, peak periods and circumstances outside of our control.
Please note that selecting Express Shipping speeds up the delivery service after dispatch. Our standard order processing time still applies.
TRACKING YOUR ORDER
Once your order has been packed and dispatched, you will receive an email containing your tracking details.
Please allow some time for tracking information to become active after your parcel has been collected or lodged.
DELIVERY DELAYS
Once your parcel has been dispatched, delivery timeframes are managed by the shipping carrier and may occasionally be affected by circumstances outside Cellara's control.
While we cannot guarantee carrier delivery timeframes, if you experience an issue with the delivery of your order, please contact us and we will assist where reasonably possible.
INCORRECT SHIPPING ADDRESS
Please ensure your delivery details are correct before completing your order.
If you notice an error in your shipping address, please contact us as soon as possible. We will do our best to update your details before dispatch, however we cannot guarantee changes can be made once your order has entered the fulfilment process.
If an order is returned to us because an incorrect or incomplete address was provided, additional shipping charges may apply to have the order resent.
LOST OR MISSING PARCELS
If your tracking shows that your parcel has been delivered but you cannot locate it, we recommend first checking around your property, with other members of your household and, where applicable, with neighbours or building management.
If your parcel still cannot be located, please contact us so we can assist you with the next steps and, where appropriate, lodge an enquiry with the shipping carrier.
RETURNS & CHANGE OF MIND
Due to the personal nature of skincare products and for hygiene and safety reasons, we are unable to accept change-of-mind returns on products that have been opened, used or had their seal removed.
For unopened products, change-of-mind return requests may be made within 30 days of receiving your order.
To be eligible for a change-of-mind return, the product must be unopened, unused, in its original condition and packaging, with all seals intact.
Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are non-refundable.
We recommend using a tracked shipping service when returning an item, as Cellara cannot be responsible for change-of-mind returns that are lost in transit.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your product arrives damaged, faulty, or you have received an incorrect item, please contact us as soon as possible with your order number and photographs of the product and packaging where relevant.
We will assess the issue and work with you to provide an appropriate resolution.
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law. Where a product fails to meet a consumer guarantee, you may be entitled to a remedy such as a replacement or refund depending on the circumstances.
REFUNDS
Once an approved return has been received and assessed, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. Please allow additional time for your bank or payment provider to process the refund after it has been issued.
Shipping costs are generally non-refundable for change-of-mind returns. This does not affect any rights or remedies available to you under Australian Consumer Law.
SALE ITEMS & PROMOTIONAL OFFERS
Unless faulty or otherwise required by Australian Consumer Law, sale or promotional items are not eligible for change-of-mind returns.
INTERNATIONAL SHIPPING
Cellara currently ships within Australia only.
We look forward to expanding our shipping destinations in the future.
NEED HELP?
If you have any questions regarding your order, shipping or a return, please contact us at:
Glow@cellaraskin.au
Please include your order number when contacting us so we can assist you as quickly as possible.