FAQs
Welcome to Celestial. Below you’ll find answers to common questions about our products, delivery, returns, payments and orders.
Orders
Will I receive an order confirmation?
Yes. Once your order has been placed, you will receive an order confirmation by email.
Please check your junk or spam folder if you do not see it in your inbox.
Can I change my order after placing it?
Please contact us as soon as possible if you need to change your order.
We cannot guarantee changes once an order has started processing, as orders may begin being prepared shortly after purchase.
Can I cancel my order?
If you need to cancel your order, please contact us as soon as possible at:
We cannot guarantee cancellations once an order has started processing or has been dispatched.
I entered the wrong delivery address. What should I do?
Please contact us as soon as possible at:
We will do our best to help, but we cannot guarantee address changes once an order has been submitted or started processing.
Delivery
Where do you deliver?
We currently deliver within the United Kingdom only.
How much is delivery?
Standard UK delivery is £3.99.
We also offer free UK delivery on orders over £40.
Delivery costs are calculated automatically at checkout.
How long does delivery take?
Estimated UK delivery time is 3 to 7 working days after dispatch.
During busy periods, seasonal peaks or supplier delays, delivery may take slightly longer.
When will my order be dispatched?
Most orders are processed and dispatched as quickly as possible.
Once your order has been placed, it will be prepared for delivery. You will receive confirmation by email.
Will all my items arrive together?
Some items may occasionally arrive in separate parcels, especially if your order contains multiple products.
This helps us offer a wider range of thoughtful self-care, home fragrance and gifting items.
My order has not arrived. What should I do?
If your order has not arrived within the expected delivery window, please allow a little extra time in case of postal or courier delays.
If your parcel still has not arrived, contact us at:
Please include your order number and delivery details so we can look into it.
Do you offer next day delivery?
We do not currently offer next day delivery.
If you are ordering a gift for a birthday, celebration or special occasion, we recommend ordering early.
Do you deliver internationally?
No. We currently deliver within the United Kingdom only.
Products
What kind of products does Celestial sell?
Celestial offers thoughtful self-care, home fragrance, spiritual gifting and cosy lifestyle products.
Our range may include candles, incense, crystals, jewellery, bath products, aromatherapy items, teas, home fragrance and curated gift sets.
Are your products suitable as gifts?
Yes. Many Celestial products are chosen as gifts for birthdays, thank-you presents, self-care moments, housewarmings and thoughtful everyday surprises.
We recommend checking the product description before purchasing to make sure the item is suitable for the person you are buying for.
Do your products come in gift boxes?
Some products or bundles may be giftable, but unless a product page clearly states that a gift box is included, you should not assume that the item comes in a separate gift box.
Please check the individual product description for what is included.
Are crystals and spiritual products guaranteed to have specific effects?
No. Any spiritual, crystal, chakra, cleansing or energy-based wording is used in a symbolic, traditional or wellbeing-inspired sense.
Our products are intended to support mindful moments, relaxation, personal rituals and thoughtful gifting. They are not medical products and should not be used as a replacement for professional advice, treatment or care.
Are product colours always exactly the same as the photos?
We do our best to show products as accurately as possible.
However, colours may vary slightly due to lighting, screen settings, natural materials or small differences between batches.
For handmade, natural or crystal items, small variations in colour, shape, size and finish may occur.
Are your crystals natural?
Where a product is described as natural stone or crystal, natural variations may be present.
This can include differences in colour, pattern, tone, shape and texture. These variations are part of the character of natural materials.
Are your products handmade?
Some items may be handmade, hand-finished or made using natural materials.
Where relevant, this will usually be mentioned in the product description. Handmade items may have small natural variations, which make each piece slightly unique.
Are incense, candles and aromatherapy products safe to use?
Please always use candles, incense, wax melts, oils and aromatherapy items safely and responsibly.
Keep them away from children, pets, curtains, loose fabrics and flammable surfaces. Never leave burning candles or incense unattended.
Always follow any safety instructions provided with the product.
Can I use your products if I have allergies or sensitivities?
Please check product descriptions, ingredients and labels carefully before use.
If you have allergies, sensitivities, asthma, skin conditions or concerns about fragrance, essential oils or skincare products, we recommend being cautious and seeking professional advice where needed.
Stop using a product immediately if irritation or discomfort occurs.
Are bath, body and skincare products suitable for everyone?
Not always. Skin types and sensitivities vary.
Please check the product information before use and patch test where appropriate. Avoid using bath, body or skincare products on broken, irritated or sensitive skin unless the product specifically says it is suitable.
Gift Sets and Bundles
What is included in a Celestial bundle?
Each bundle page will list exactly what is included.
Please read the product description carefully before ordering, as props, display items or styling pieces shown in images are not included unless clearly stated.
Are props in product photos included?
No. Props used in product images are for styling and presentation only.
Only the items listed in the product description are included with your order.
Can I customise a bundle?
We do not currently offer custom bundle building through the website.
If this becomes available in the future, it will be shown clearly on the product page.
Are bundles packaged together?
Bundles are curated to be purchased together, but items may not always arrive in one single parcel or gift box unless the product page clearly states this.
Some items may arrive separately depending on fulfilment.
Payments
What payment methods do you accept?
Available payment methods will be shown at checkout.
These may include card payments, PayPal or other supported payment options depending on what is available on the store at the time of purchase.
Is my payment secure?
Payments are processed through secure checkout providers.
Celestial does not store your full payment card details.
Why was my payment declined?
Payments may be declined by your bank, card provider or payment provider for different reasons.
Please check your details and try again, or contact your bank or payment provider for more information.
Returns and Refunds
Can I return an item?
You have 14 days from receiving your order to tell us that you would like to return an item.
Once you have told us, you then have another 14 days to send the item back to us.
To start a return, contact us at:
What condition does my return need to be in?
Returned items must be unused, unopened where applicable and in their original condition.
Items should be returned with their original packaging where possible.
Are any items non-returnable?
For hygiene and safety reasons, some items may not be eligible for return once opened or used.
This may include bath, body, skincare, aromatherapy or personal care products where the seal has been broken.
Personalised, made-to-order or custom items are also not eligible for return unless they arrive faulty or damaged.
Who pays for return postage?
Customers are responsible for return postage unless the item is faulty, damaged or incorrect.
We recommend using a tracked delivery service, as we cannot be responsible for returns that are lost in the post.
How long do refunds take?
Once we receive and inspect your return, we will let you know whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Refunds are usually processed within 14 days of us receiving your returned item or receiving proof that it has been sent back.
Your bank or payment provider may take additional time to show the refund in your account.
Do you offer exchanges?
We do not currently offer direct exchanges.
If you would like a different item, the easiest option is to return your original item and place a new order.
Damaged, Faulty or Incorrect Items
My item arrived damaged. What should I do?
Please contact us as soon as possible at:
Please include:
Your order number
A clear photo of the damaged item
A clear photo of the packaging
A short description of the issue
Once we have reviewed the issue, we will help arrange the next steps.
I received the wrong item. What should I do?
Please contact us with your order number and a photo of what you received.
We will review the issue and arrange the next steps.
My order is missing an item. What should I do?
If your order contains multiple items, they may occasionally arrive in separate parcels.
If you believe an item is missing, please contact us at:
Include your order number and details of the missing item so we can look into it.
Account and Contact
Do I need an account to place an order?
You may be able to check out without creating an account, depending on the options available at checkout.
Creating an account, where available, can make it easier to view order details and place future orders.
How do I contact Celestial?
You can contact us at:
Please include your order number if your message is about an existing order.
How quickly will you reply?
We’ll do our best to reply as quickly as possible.
Response times may be slightly longer during busy periods, weekends or seasonal peaks.
Product Care
How should I care for jewellery?
Keep jewellery away from water, perfumes, lotions, oils and harsh chemicals where possible.
Store pieces in a dry place when not in use to help preserve their finish.
How should I use candles safely?
Place candles on a heat-resistant surface before lighting.
Keep candles away from children, pets, draughts, curtains and anything flammable.
Never leave a burning candle unattended.
How should I use incense safely?
Use incense with a suitable holder or burner on a stable, heat-resistant surface.
Keep incense away from children, pets, loose fabrics and flammable items.
Never leave burning incense unattended.
How should I store bath and body products?
Store bath and body products in a cool, dry place away from direct sunlight.
Always check the product label and instructions before use.
How should I care for crystals?
Crystals and natural stones should be handled gently.
Avoid dropping them or exposing them to harsh chemicals. Some stones may be sensitive to water or direct sunlight, so decorative or gentle use is usually best.
Final Notes
Are your product descriptions medical advice?
No. Our product descriptions are not medical advice.
Celestial products are intended for self-care, gifting, relaxation, home fragrance, personal rituals and decorative use.
They are not intended to diagnose, treat, cure or prevent any medical condition.
What should I do if I am unsure about a product?
Please read the product description carefully before ordering.
If you still have a question, contact us at:
We’ll do our best to help.