What happens if my order is incorrect or defective?

Last Updated: 6.3.2025

At Celvian, we strive to ensure every order is fulfilled accurately and to the highest standard. If you receive the wrong item or a defective product, don’t worry — we’ll help resolve the issue quickly and fairly.

Wrong Item Received?

If you received an item that you didn’t order, follow these steps:

1. Contact Us Within 48 Hours: Email support@celvian.com as soon as possible.
2. Include These Details:
   • Your order number
   • Clear photos/videos of the incorrect item(s)
3. We'll Offer One of the Following:
   • A replacement item at no cost (based on availability)
   • A full refund if the correct item is not available
   • Store credit if preferred

Defective or Damaged Item?

Note: Celvian is not responsible for damage caused during transit by the shipping carrier. However, we’re happy to assist if the carrier cannot resolve your case.

Step 1: Document the Damage

• Before Opening: Take photos of any visible packaging damage.
• After Opening: Take clear photos of the defective or damaged product.

Step 2: Contact the Carrier

• File a Claim: Contact your local carrier to report the damage and begin a claim.
• Compensation: The carrier may reimburse you directly.

Step 3: Contact Celvian (If the Carrier Can’t Help)

If the carrier denies your claim or cannot assist, email support@celvian.com within 48 hours of delivery and include:

• Your order number
• Clear photos/videos of the incorrect item(s)

What Celvian Can Offer (Case-by-Case)

After reviewing your case, we may provide:

• Gift Card (for minor issues or if the item is out of stock)
• Partial or full refund if the issue cannot be resolved with a replacement

Important Notes

• All claims must be submitted within 48 hours of delivery.
• We cannot assist with damages reported after that period or those caused after delivery.
• Minor imperfections (e.g., loose threads, packaging scuffs) are not considered defects.
• Always inspect your package before signing for it, if applicable.
• For lost or stolen items, please refer to our Lost Packages Policy.

We’re here to ensure you’re satisfied with your Celvian experience. If something’s wrong, reach out — we’ll do our best to make it right.