FAQ
Frequently Asked Questions
Everything you need to know before and after your order.
Shipping & Delivery
How long does shipping take?
Orders are processed within 1-3 business days. Delivery typically takes 7-20 business days depending on your location.
Is shipping free?
We periodically offer free shipping promotions, which are shown automatically at checkout when applicable.
How can I track my order?
You'll receive a tracking number by email once your order ships. You can also check your status on our Track Your Order page. If tracking doesn't update within 48 hours, please allow 1-2 extra business days.
What if my package is lost?
If your package is lost in transit, contact us at getcelsior@proton.me and we'll help resolve it.
Orders & Payments
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay. All transactions are secured with SSL encryption.
Can I cancel or modify my order?
You can cancel or modify your order within 6 hours of purchase by emailing getcelsior@proton.me with the subject line "CANCELLATION." After that window, orders may already be in processing and cannot be changed.
Is my payment information safe?
Yes. Checkout is protected by SSL encryption and PCI DSS compliance. Your card details are never stored on our servers.
Returns & Refunds
What is your return policy?
We accept returns of unused items in their original packaging within 30 days of delivery. Contact us at getcelsior@proton.me with your order number to start the process. See our Refund Policy for full details.
What if my item arrives damaged?
Contact us within 48 hours of delivery at getcelsior@proton.me with photos of the damage, and we'll arrange a replacement, exchange, or refund.
Are there items that can't be returned?
Gift cards and intimate apparel that has been worn or used are final sale and cannot be returned or exchanged.
General
The color looks different from the photos — is that normal?
Slight color variations are normal due to differences in screen displays and lighting during photography.
How do I contact customer support?
Email us at getcelsior@proton.me. Our team is available Monday to Friday, 9:00 AM - 6:00 PM EST, and we reply within 24-48 hours.