Welcome to our online store!

FAQs


BEFORE PLACING YOUR ORDER

1. How do I make a purchase?

When you find an item you wish to purchase, simply select your size (there is a size guide for every item) and the quantity, then click ‘Add to bag’. You can continue shopping and add more items to your bag, or you can proceed to checkout.
Our checkout process is quick and straightforward. Please choose your shipping preference for each boutique from which you have purchased, then proceed to payment and select your payment method. We accept all major credit and debit cards, as well as PayPal. You can also choose to pay by installments through Aplazame.
Once you have placed your order you will receive an e-mail acknowledgement before we initiate our validation process.

2. Do I need to set up an account to place an order

You can shop at www.celebrios.com without creating an account.
 However, register with us and you'll be able to enjoy the following benefits: Track your orders and review past purchases, Add sold out items and products you love to your Wish List, Special promos and private sales information, Save your address and card details so you can shop even quicker next time.

3. I don't know my size

In the description of each product the size is marked according to the brand but you will also find the equivalent of the sizing. For example, if a pant is an Italian size 40, it's equivalent is a size 42.

4. How do I know if you have stock available from what I need? Can you get me what I am searching for?

Our stock is shared between our physical store and our online store. If a product is sold out, an “Out of stock“ will be shown., Otherwise, an “Out of stock “ will be shown. If a product is available but not the specific size you are interested in, it will be marked as “Sold out“. If, by any chance, the items you´ve bought are not available, we will notify you immediately. However, you can always ask us and we will give you further detailed information. If you've seen a product in our physical store but it´s not displayed online, you can send us an e-mail to [email protected] with a photographic reference and we will inform you further.

5. Which payment methods do you accept in celebrios? Is it safe to pay by credit card through celebrios?

We accept several payment methods: Express Credit Card payment, Secure Payment with CIP code through Banco Sabadell, Bank Transfer, PayPal.
PayPal
Bank Transfer

Both EXPRESS and SECURE systems that collect data from your credit card are 100% safe. The data is encrypted by SSL technology and under no circumstances celebriosstaff can view or save data from credit cards. For the SECURE system, we request a CIP code (Personal Identification Code. This code shall be composed of six characters of which at least three are alpha -letter. You will be asked to validate the identity each time an online purchase is made in trade adhered to Protocol Secure Electronic Commerce. This code protects you from card theft. You must register with your bank; you do it only once and it's free). 

6. Mark merchandise as "gifts" to declare at customs.

According to international laws governing trade import and export of all orders, celebrios ships products from Madrid (Spain), with an official invoice stating the exact value of merchandise purchased in the stated currency. It is illegal to declare lower values paid or the items as gifts as international import regulations declare.
Any gifts are also sent with the exact value, according to international importation regulations. For example, if you are purchasing an item for 1.200 € from the United States (there are no custom fees to the US on purchases below 800 €) it is our obligation to declare the total amount paid. Even if the option "Gift" is marked, where the price is not shown due to courtesy, in this case, it will have to be displayed due to administrative requests.

7. Can I get a package in a different address than my billing address?

Yes, it's possible to receive a package in a different address than the billing address as long as the delivery address is located in the same country of the billing address.

8. Do you ship to P.O. Boxes?

Unfortunately, we do not deliver to P.O. Boxes. Our shipments must be collected and signed by a person at the time of delivery.

9. Can I buy an item online and pick it up in the store next day?

After the online purchase, we request a minimum of 48 hours before pick-up due to security reasons.

10. Why am I seeing a different price upon payment from what I saw browsing the products?

This happens when you've entered another country upon entering the site. You should always access www.celebrios.com by selecting your country and the preferential language. The price varies due to different taxes applied in the different countries.

11. I'm going to purchase an item at celebrios.com, can I reserve the product?

We don't make online reservations. We only reserve products in our physical stores but only during 24 hours. No reservations are made during sales, private sale and new articles.

12. Can I see if an online product is physically in celebrios or celebrios 2?

This option is not possible; the physical placement of the products is not distinguished online.

13. Are the available products in celebrios and celebrios 2 the same as at celebrios.com?

Yes, you can find everything that is in celebrios and celebrios 2 online as well. But if you've seen a product that's not displayed online, you can send a photo to [email protected] and we'll get back to you as soon as possible.

14. How does Aplazame work?

Aplazame is an instant financing service that allows you to pay your purchase in up to 36 installments. You only have to choose Aplazame as a payment method at the end of the purchase process and complete the application that you will see directly on the screen. Once you have filled in your details, we will respond to your request at the same time so that you can enjoy your purchase as soon as possible.


AFTER PLACING YOUR ORDER

1. How can I know that you have taken my order into account?

When you finish your order you will receive an e-mail confirmation. Once your payment accepted, your data reviewed and items in stock checked, your order will be placed for shipment immediately. At that time, you will receive a dispatch notification with the details of your package. If any product you ordered turned out to be unavailable for any reason, you will be informed of the situation beforehand.

2. How soon will I receive my order?

The order will be processed once payment is approved and delivery address confirmed. The usual delivery time for standard shipping is 7-15 working days, counting from the day you receive the dispatch notification. We offer express service to certain areas. We remind you that celebrios is not responsible for delays caused by customs inspections or delivery issues experienced by the shipping company.

3. Is my package insured?

celebrios ensures your package against theft and damage from the time it leaves our warehouse until it reaches its destination. Once the package is delivered and signed, merchandise is under your responsibility.

4. Do I have any warranty?

Users benefit from a 1-year warranty on all products offered on celebrios, issued by the manufacturer. If a product bought in celebrios gets spoiled in a period less than three months of receiving it, the item shall be considered as tare and may be returned for proper repair, exchange or refund. Always being the manufacturer responsible for this decision and lead times. You should send an e-mail to [email protected] and we will inform you how to follow the process.

5. I want to change the shipping address of my package.

You can only change the delivery address of a package until you receive a dispatch notification from celebrios and the new delivery address has to be in the same country and the billing address. If you need to cancel a shipment, we will order a return to origin and proceed with a new shipment. All the shipping expenses -return and new shipping- will be at your cost.

6. I placed an order, is in transit, and no longer want it. What do I do?

If you want to cancel your order once it has been shipped, the shipping and return costs, and customs fees charges will be at your cost equally. This amount will be deducted from the total refund.


WHEN YOU RECEIVE YOUR ORDER

1. Can I return my order?

If you are unhappy with your purchase in any way, no problem! You will have 14 days to request a refund, counting from the date of delivery. You will have to send us an e-mail to [email protected] specifying your order number and we will inform you about the process at the time. We will take care of all the return management and we will refund the total minus the original shipping and return costs. We can only make a refund or exchange on non-faulty items that are in their original condition, have not been worn, altered or washed, with all tags attached. The merchandise must be returned in the original package. Returns that do not comply to this policy will be rejected without supposing any responsibility for celebrios.

2. If I buy at celebrios.com, will I get a refund if I'm not happy with the purchase?

While cash refunds are not made in our retail stores celebrios and celebrios 2, where we issue a voucher, if you buy in our online store, the returned article can be exchanged or you can opt to get cash refund.

3. If I pay with Aplazame, can I return the item for another size, another style or I'm not satisfied how it looks on me?

No problem. Aplazame is an accepted and valid payment method, similar to credit, debid or Paypal payments.

4. Can I use a voucher from a retail store for an order at celebrios.com?

It is not possible to use a voucher from celebrios or celebrios 2 in our online store. They are only accepted at the retail stores.

5. Can my order be picked-up by the courier in a different country from the one where the parcel was delivered?

It is not possible to request an order return pick-up in a different country from the one that the parcel was delivered in. Meanwhile, it might be arranged in a different address if it is located within the same country of delivery. For this matter, it is absolutely necessary to notify and inform the new address by e-mail to [email protected]

6. Can I get a refund for a purchase of a discounted product?

Yes, cash refunds will be made for discounted products according to the current Return Policy.

7. I received my product damaged or faulty.

Items received defective or incorrect shall be informed within a maximum period of 48 hours by sending an e-mail to [email protected] These products may be returned within 14 days as stipulated in the current Return Policy. Note that we will ask for photographic proof in order to proceed. Any imperfections due to incorrect usage or manipulation of the products or wear and tear produced by normal use of the products are not under guarantee.
Before shipping, items are subject to an exhaustive quality control, where pictures are taken in order to guarantee the highest standards before delivery.

8. Why you don´t have the item that I purchased?

Products displayed in www.celebrios.com are shared with our retail stores. Sometimes, there might be some failures or delays with the stock update system. In this case, you’d be informed via e-mail. We apologize in advance for this matter.

9. When will be the refund effective in my account?

Once we received your parcel back and after it pass the proper quality control, we will proceed to refund the amount through the same payment method formerly used. It might take up to 3 business days for the payment to be effective in your account.