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HOW CAN WE HELP YOU?

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FREQUENTLY ASKED QUESTIONS

Delivery

We process all orders within 12 hours of receiving and most orders are delivered within 3-5 business days.

Once an order is shipped, the shipping address cannot be changed. You may contact us at contact@cel.md to update your address for any future shipments or if your order has not been shipped yet.

For every order placed we send out a shipping confirmation email with tracking details. If you have not received this email within 3 days of placing an order please contact us at contact@cel.md.

We offer free shipping to all of our customers in the USA, UK and Australia on every single order! Furthermore, every subscription order is also free every single time.

We use a variety of reputable courier services, namely: DHL, USPS and Royal Mail in the UK.

Unfortunately, you are not able to instruct the courier where to leave your delivery. However, should they need to leave it in a safe place, they will always choose the most appropriate course of action.

You will not need to sign for your orders from us!

Please contact us at contact@cel.md or below contact number to update your billing information linked to your account.

US: +1 702-935-7235: 11am-7:30pm EST time

UK +44 20 3389 8367: 4pm-12:30am GMT

AUS ++61288061235: 1am-9:30am AEST

Please contact us at contact@cel.md or one of the following numbers.

US: +1 702-935-7235: 11am-7:30pm EST time

UK +44 20 3389 8367: 4pm-12:30am GMT

AUS ++61288061235: 1am-9:30am AEST

with your order confirmation number letting us know that your order has not arrived. We will work together with you to correct any problems.

Subscription

You’ll be billed for your first month with your initial purchase. Starting with your second month, you’ll fall on our regular billing and shipping cycles. You will be billed the same day every month, according to your initial purchase.

A subscription is the best way to experience Cel and all of our great products! As a subscription customer, all products are available at a discounted price, you will receive regular free gifts, and much more!

Yes! We are currently building out the functionality to manage subscriptions. In the meantime, please contact us at contact@cel.md or call us on one of the following numbers

US: +1 702-935-7235: 11am-7:30pm EST time

UK +44 20 3389 8367: 4pm-12:30am GMT

AUS ++61288061235: 1am-9:30am AEST

if you wish to change the frequency of delivery.

Your subscription charge date will depend upon the date on which your subscription purchase was made. We will always endeavor to take payment on the same day each month.

You may cancel your subscription at any time by emailing contact@cel.md or calling us on one of the following numbers

US: +1 702-935-7235: 11am-7:30pm EST time

UK +44 20 3389 8367: 4pm-12:30am GMT

AUS ++61288061235: 1am-9:30am AEST

Returns & Refunds

We pride ourselves on ensuring our products are made and packaged with the utmost care, but we understand that sometimes returns are necessary.

At Cel, we offer a 30 day return policy to our customers. If more than 30 days have passed since your purchase, we unfortunately can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must be sealed, unopened and returned within the 30 day window indicated above. 

If you need to initiate a return, please do so here: https://cel.md/pages/contact-us

Yes, you can! If you would like to return or exchange an item, or all of the items in a subscription order then you can do so within 30 days of receiving said order. All items in your order must be in the same condition that you received them in, all items must therefore be sealed and unopened.

To complete a return on your subscription order, all you need to do is go to this page  https://cel.md/pages/contact-us to submit your return request, and a customer service agent will contact you within 24-48 hours to follow-up and process your return.

If your product is faulty then we will happily provide an exchange for you. If you want a different product then you can return it to us unused within 30 days for a full refund and then place another order.

Order Issues

It is possible that the email entered was spelled incorrectly, or the order did not go through. Please contact us at contact@cel.md or one of the following numbers

US: +1 702-935-7235: 11am-7:30pm EST time

UK +44 20 3389 8367: 4pm-12:30am GMT

AUS ++61288061235: 1am-9:30am AEST

Firstly, if your item is damaged or not in an acceptable condition when it gets to you then we sincerely apologize. We would be happy to exchange your damaged item for you. All we would need for you to do is to fill out the customer support form detailing the condition of the products they received, and our customer service agent will be in touch within 24-48 hours with a return label, and will then process an expedited replacement order for you.

Firstly, if your item is damaged or not in an acceptable condition when it gets to you then we sincerely apologize. We would be happy to exchange your damaged item for you. All we would need for you to do is to fill out the customer support form detailing the condition of the products they received, and our customer service agent will be in touch within 24-48 hours with a return label, and will then process an expedited replacement order for you.

We’re very sorry you have received the wrong product in your order. Please contact our customer service team by phone on one of the following numbers

US: +1 702-935-7235: 11am-7:30pm EST time

UK +44 20 3389 8367: 4pm-12:30am GMT

AUS ++61288061235: 1am-9:30am AEST

or via email contact@cel.md as soon as possible so that we can get the correct order out to you, along with a return label to send the unwanted product back to us. We apologize for the inconvenience.

Firstly, we’re very sorry you still have not received your order. If you find that the delivery tracker is telling you your package has been delivered, please contact our customer service team by phone on one of the following numbers

US: +1 702-935-7235: 11am-7:30pm EST time

UK +44 20 3389 8367: 4pm-12:30am GMT

AUS ++61288061235: 1am-9:30am AEST

or via email contact@cel.md. We will investigate the situation and update you as soon as we’re able with information.

Not to worry, just contact our customer service team by phone on one of the following numbers

US: +1 702-935-7235: 11am-7:30pm EST time

UK +44 20 3389 8367: 4pm-12:30am GMT

AUS ++61288061235: 1am-9:30am AEST

or via email contact@cel.md as soon as possible so that we can adjust your order or get the correct items out to you as soon as possible.

Not to worry, just contact our customer service team by phone on one of the following numbers

US: +1 702-935-7235: 11am-7:30pm EST time

UK +44 20 3389 8367: 4pm-12:30am GMT

AUS ++61288061235: 1am-9:30am AEST

or via email contact@cel.md as soon as possible so that we can adjust or cancel your order as soon as possible. If the order’s been fulfilled, you can refuse the delivery on arrival or request a return label from our customer service team, and your refund will be processed once we receive the returned order.

Products

Most of our products are manufactured in the US as well as in the EU and PRC. We use different facilities to ensure that we provide you with the best products.

We use scientifically-optimised blends of ingredients, our formulas are paraben-free, sulfate-free, cruelty-free and hypoallergenic. In order to get more information about the ingredients used in each product please refer to individual product pages on our website.

The expiration date can be found on either the label or the bottom of the container. It should be printed clearly. If you’re unable to find the date or it is not clear, please contact our customer service for more information.

The instructions can be found on the label and on our website. Select your required product, and you’ll be able to access the instruction on how to use the product.

The stem cells we use are derived from plants: Asparagus and Ginseng. We then extract their exosomes and use them as the perfect transport mechanism to penetrate the follicle and deliver our formula, unlike most products that simply sit on the hair and scalp

We've specifically designed perfectly safe products using a unique combination of nature, science and patented technology. You can check out the full list of ingredients before use.

General

You can find our most up to date privacy policy in the footer of any webpage, or directly by visiting https://www.cel.md/privacy/.

You can find our most up to date terms and conditions in the footer of any webpage, or directly by visiting https://www.cel.md/terms-conditions/.

You can contact out customer service ON

US: +1 702-935-7235: 11am-7:30pm EST time

UK +44 20 3389 8367: 4pm-12:30am GMT

AUS ++61288061235: 1am-9:30am AEST

or email us at contact@cel.md. Alternatively, you can send us a Direct Message on our main Facebook page (https://www.facebook.com/celmdbeauty/) with your order # or email address so we can assist you properly. We hope to answer all customer questions within 24 hours.