Frequently Asked Questions
Account Registration
Cancellation and Modification
Order Issues
Returns
Refund
Exchange
Shipping and Delivery
Gift Card and Vouchers
Referral Scheme
Rewards Loyalty Scheme
Frequently Asked Questions
Q. Do I have to register to shop at www.celio.in?
Yes, you have to register to shop at www.celio.in.
You will be asked to register when you are proceeding in the basket page, but also you can purchase items as a "Guest" that will require registration.
Q. Do I have to disclose my e-mail id and phone number for registration?
Yes, it is important to disclose these details as it helps facilitate a smooth operation and ensures a secure shopping transaction for you. Rest assured, your data will remain secure with us.
Q. Is my personal information secure at www.celio.in?
Absolutely. Please see our Privacy Policy to know more.
Q. Are there any charges for registration?
There are no charges for registration on www.celio.in
Q. Will my registration expire?
No, a secure registration never expires.
Q. How do I get a new password?
Click on ‘Forgotten your password?’ option available on the Login/Register page and a link to re-set your password will be mailed to your registered email id.
Q. Can I edit my personal information?
Yes, you can edit your personal information in the "My Account" section.
Q. Can I cancel my order after I've placed it?
If you wish to cancel your order click here to sign into your account. Look at your last order – if the button next to it says ‘Cancel’, you still have time to cancel it by clicking that button. The status will change to 'Cancelled'.
If the 'Cancel' button is not available, it's too late for you or our Customer Care team to cancel your order. You can return your order to us once you've received it. For more information on how to return your order click here.
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Q. I'm missing an item from my order, what do I do?
We will be sending your items in separate parcels so please check your emails for details.
Each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.
Q. I have an incorrect item in my order, what do I do?
We want to sort out any issues with incorrect items straight away. Please contact our Customer Care team with your order number and the incorrect item's name and product number. We'll get back to you as soon as we can.
Q. Can I change my order after I've placed it?
We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method. However, you may be able to cancel your order and place a new one instead.
You can cancel an order by logging into ‘My Account’ and viewing your recent orders. If the button next to an order says ‘Cancel’, you still have time to cancel by clicking the button.
If the cancel option is not available, then it is too late cancel the order. However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.
Q. How long would it take for me to receive the refund of the returned/cancelled product?
Once you return a product, your refund will be processed in 7 - 12 working days from the date of receipt of your returned product in the store depending on the payment mode you chose.
Q. Within how many days can I return the product?
Returning an item is easy. If you're not satisfied with your purchase, you can return it using one of the options below. Please note that items returned must be received within 7 days of the shipping confirmation date, and that items are in their original condition, where the item is unworn, unwashed, without alterations and has all tags attached.
We are unable to provide returns under following circumstances:
- Products that are damaged due to negligence towards Wash Care instructions not being followed as per wash care label.
- Products that are purchased from outside India.
- Undergarments, accessories and flip flops.
Celio.in reserves the right to deny refund if the item does not meet its Return Policy guidelines. We guarantee our merchandise to be free of manufacturing defects. If you receive a damaged or defective item, or your item proves to be defective in workmanship or materials within 30 days with normal wear (excluding stains), we will always accept the item for assessment and provide a refund if validated as faulty.
Q. How do I return multiple products from a single order?
There is no option to return multiple products with a single click on our website. Each product has to be returned individually as per the steps given below. However, based on the time at which you place the return request, we might send our executive to pick up all the returned products in one lot.
You can create a Return Request in three simple steps:
- Tap on ‘Order History’ under ‘My Orders’
- Choose the item to be Returned
- Enter details requested and create a return request
Q. Does Celio pick up the product I want to return from my location?
Yes, as long as your pick up address is the same as your delivery address.
Q. Why was my return request declined?
Your return request may be declined due to the following reasons
- Original tags are removed from the product
- Product is stained, damaged or torn
- Product is used or washed
- Free products or accessories along with the original products are missing
Q. Why did the return pickup of my product fail?
Return pickup of your product might fail if the return pickup executive was unable to locate your address or if no one was available at the address to hand over the product. Usually in such circumstances the executive will try to reach you on your mobile number.
Q. How do I request a pickup again if the first attempt failed?
If the first pickup attempt failed, we will set up another pickup date and time and communicate the same to you.
Q. How long would it take for me to receive the refund of the returned/cancelled product?
Once you return a product, your refund will be processed in 7 - 12 working days from the date of receipt of your returned product in the store depending on the payment mode you chose.
Q. How long would it take for me to receive the refund of the returned/cancelled product?
Once you return a product, your refund will be processed in 7 - 12 working days from the date of receipt of your returned product in the store depending on the payment mode you chose.
Q. How can I exchange products I bought from Celio.in?
We are unable to offer exchange for products bought on Celio.in at this time. If you’re not satisfied with your order, please return and place a fresh order.
Q. I'm missing an item from my order, what do I do?
We will be sending your items in separate parcels so please check your emails for details.
Each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.
Q. What do I do if I receive a faulty item in my order?
We want to sort out any issues with faulty items straightaways.
As soon as you discover a fault, please contact our Customer Care team with:
- The order number
- The faulty item's name and number
- A description of the fault
- An image where the fault can be seen clearly.
We'll get back to you as soon as we can.
Q. I have an incorrect item in my order, what do I do?
We want to sort out any issues with incorrect items straight away. Please contact our Customer Care team with your order number and the incorrect item's name and product number. We'll get back to you as soon as we can.
Q. Can I change my order after I've placed it?
We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method. However, you may be able to cancel your order and place a new one instead.
You can cancel an order by logging into ‘My Account’ and viewing your recent orders. If the button next to an order says ‘Cancel’, you still have time to cancel by clicking the button.
If the cancel option is not available, then it is too late cancel the order. However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.
Q. Gift Card and Promotional Vouchers
You can only purchase a Gift Card from one of Celio stores.
Q. Can I have items sent to someone as a gift?
If you want to send something to someone as a gift then you can use their address as the delivery address for your order. We don’t offer a gift wrapping service so the goods will arrive just like a normal order. You might want to give the lucky person a warning so they know to expect a parcel.
In the unlikely event that there’s a problem with the order, we won’t be able to discuss any details with the recipient of the parcel. We can only discuss order and account information with the registered account holder for the account the order was placed on.
Q. I have purchased a Gift Card from the Celio Store, can I redeem it online?
Currently, you can only redeem the Gift Cards at a Celio store. To locate your nearest store, click this link.Store Locator
Q. Can I change my order after I've placed it?
We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method. However, you may be able to cancel your order and place a new one instead.
You can cancel an order by logging into ‘My Account’ and viewing your recent orders. If the button next to an order says ‘Cancel’, you still have time to cancel by clicking the button.
If the cancel option is not available, then it is too late cancel the order. However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.
Q. How does the Celio Referral Scheme work?
If the Referee has clicked through your referral link the discount code will automatically be applied at checkout. If the Referee is using a referral code, the Referee must enter this code at checkout.
Q. What counts as a new customer?
A new customer is a natural person who has not previously placed an order with us (a "Referee").
If the Referee has an account on our Website but has not previously placed an order on our Website then they are entitled to participate in the Celio Referral Scheme through the referral link or code provided.
Q. How long does it take to receive my reward for a referral?
Rewards will be received within 24 hours after the despatch date of your friend's order.
Q. When will my awarded credit expire?
All rewarded credit that you receive will expire after 12 months.
Q. Are there any restrictions which apply?
The Referee must place an order with a value of at least the minimum value as stated on our Website from time to time.
All discounted products and subscription products are excluded from the Celio Referral Scheme. If you are participating in the Celio Referral Scheme, you will be unable to participate in any affiliate schemes, cash-back offers and/or any other promotions of this nature.
Any credit generated from the Celio Referral Scheme may only be spent on our Website and neither you nor the Referee is entitled to receive any payment of any kind in respect of the credit. The credit is not redeemable for cash. The credit that stands to your Celio Referral Scheme account is not transferable in any way.
You will receive the applicable credit on your account 24 hours after dispatch of the Referee's order. If the Referee cancels their order for any reason within 3 days of it being dispatched, you will not qualify for any credit. You will receive your credit in the default currency of our Website.
Q. What is Celio rewards?
Celio Rewards is the Celio India loyalty scheme. Earn points every time you shop to redeem for exclusive discounts and perks.
Q. How do I earn points?
"For each purchase you make at Celio India you will be awarded 1 point for every whole ₹100 you spend. Points are awarded based on the final amount paid for your order after any discount is applied.
Eg, for a customer in the Celio rewards loyalty scheme, a order with total ₹4000.99 would earn 40 Celio Rewards points."
Q. Can I receive points for past Celio India purchases?
Unfortunately, purchases made before the Celio Rewards launch date cannot be credited to your points balance.
Q. Can I receive points for purchasing Celio India products elsewhere?
Only orders made on the official Celio India (URL) websites will count towards your point balance.
Q. When are my points available to me?
Your reward points will be added to your points balance14 days after your order has been created and you receive your confirmation email.
Q. What if I return or cancel my purchase?
The value of the refund will be deducted from your points balance according to the level in which you earned the points.
Q. What other ways can I earn points besides purchasing?
At the moment, we have 3 more ways you can earn points.
Join loyalty scheme = 200 Points
>When you register the account (Creating account means joins the Celio Rewards loyalty program opt-in automatically.)
Completes "My Celio Rewards" profile = 300 Points
>When you complete "My Celio Rewards" profile on your account page section.
Leave a review = 50 points
>When you leave the purchased item's review and reward points will be added when their review passes moderation.
Q. How do I use my points?
Redeem your points for money off during checkout (Credit will be available on the "Checkout page", Not in the "Basket Page".) on all purchases. Choose from one of the following options:
100 points = ₹100 Credit
300 points = ₹300 Credit
500 points = ₹500 Credit
1,000 points = ₹1,000 Credit
Q. How many points can I redeem at once?
Only one points redemption discount may be used at the checkout. You may select one of the values available not exceeding the balance of the order and not exceeding the number of points you have available.
If you apply one discount but then wish to change it, remove the discount by clicking the chose next to it and then select the other amount to add.
Eg, If you have 500 Points available to spend, with a basket value of ₹500, you may choose either to redeem 100 points for ₹100 discount OR 300 points for ₹300 discount OR 500 points for ₹500. You can apply for one credit for one order. YouCANNOTapply for 2 or 3 credits at the same time.
Q. Can I redeem my points for money off and also use a discount code?
Yes. At checkout, we recommend entering the discount code you’d like to use first. This will show you your new total. Then, select how many points you’d like to redeem for money off.
Q. What if I return or cancel my purchase?
Any points redeemed within the order will be returned to your balance.
Q. Do points expire?
Yes, points do expire, but you have a full year to use them since your last purchase date.
Q. How can I view my points balance?
To view your balance, simply log in to your account.
The available to Spend balance is the points you have available to redeem at checkout.
Q. How can I get Birthday Gift?
Once you have complete "My Celio Rewards" profile on your Account, you will be registered for Birthday Gift list. On your birthday month, you will get the birthday gift of ₹500 off voucher code to your email. Please note that Birthday registration must be completedat least one month before the first day of the birthday month. If you complete your profile in the same month as your birthday, we may not be able to send you the gift in time.*Cannot be combined with any other offer. Must spend a minimum of ₹1500 to redeem code.*
