Frequently Asked Questions (FAQ)
1. Where is my order?
Orders placed before 00:00 are processed within 1–3 business days.
After processing, delivery takes 5–9 business days.
Overall, you should expect a total delivery time of 6–12 business days.
As soon as your order has been shipped, you will receive an email with your tracking number (Track & Trace).
2. Where can I find my tracking number?
You will automatically receive your tracking number by email as soon as your package has been shipped. Please also check your spam folder if you haven't received the email.
3. How can I track my order?
You can check the status of your package at any time using the link in your shipping confirmation. If you did not receive a link, please contact us at info@cecilelavelle.co – we are happy to help. You can also check your current shipping status on our website under "Track your order".
4. I am not satisfied with my package – what should I do?
Please contact us by email and describe your concern.
Our customer service team will help you quickly and easily.
5. Can I cancel or change my order?
As long as your order is not yet being processed, you can request a change or cancellation.
Please send us an email as soon as possible. Important: Once your order is in progress, it can no longer be changed or canceled.
However, you can make use of your 30-day return policy after receiving it.
6. How long do I have to return my order?
You can return your order within 30 days of receipt – provided the items are unworn, undamaged, and in their original packaging.
Please note: Returns without a tracking number will not be refunded in the event of loss.
7. Where do I send my return?
Return Address:
Recipient: Holly Huang
Phone: +86 135 5671 5849
Address Line 1: 3rd Floor, Building 2, Baiwei Industrial Park
Address Line 2: No. 170 Xiangshan Road, Qinghuang Village
City: Dongguan
State/Province: Guangdong
Zip/Postal Code: 523000
Country: China
8. Who covers the return shipping costs?
The customer is responsible for return shipping costs.
The amount may vary depending on weight, shipping carrier, and country of origin.
Typically, the cost is around 25 EUR, depending on the selected shipping service.
9. When and how will I get my money back?
Once your return has been inspected at our warehouse, the refund will be processed within 5 business days to the original payment method used.
The refund will be issued in Euros (EUR).
10. How can I contact customer service?
Please write us an email at info@cecilelavelle.co.
We usually reply within 24 hours (on business days).
You can also find many answers here in the FAQs or in our policies (e.g., returns, shipping, privacy).
Customer Service
Support hours: Monday to Sunday, 09:00 – 17:00 (CET)
We strive to answer all inquiries within 24 hours.
Email: info@cecilelavelle.co
Phone: +33 7 56 75 67 75
Company Information
E-Commerce QJ
Kreilerhof 33, 2151 PJ Nieuw-Vennep, Netherlands
Chamber of Commerce (KvK): 94704635
VAT ID: NL866865342B01