Return Policy
Returning CELIStial Art Products
How do I return an item(s)?
CELIStial Art accepts product returns within 30 days of your purchase date. We will refund any item(s), provided that the item(s) has not been damaged, soiled, used, or altered, and that all labels and original packaging materials are intact. This includes boxes or additional wrapping for individual items. For Ornament Kits, the box must be unopened clearly showing that the close seal has been untampered.
You must contact CELIStial Art before returning any items. Please email to customercare[at]celistialart.com prior to sending items back to our warehouse. Blind returns, such as ones that do not accompany any prior notification or documentation, may not receive refunds.
To return an item, you must include with your package the following documentation:
- A copy of your Packing Slip or Invoice must be enclosed with all returns. We do not accept returns without this information.
- Any and all email correspondence between you and CELIStial Art. This may speed up your processing time.
- All original packaging materials.
- Feel free to use the same box the items arrived in to return items to our warehouse.
CELIStial Art does not cover shipping charges for returning items, nor do we refund original shipping charges once an item is returned. You may choose to ship items through slowest mail to incur the lowest fee, this will not affect your refund as we calculate the 30-day cut-off based on the time you contact our offices with intent to return.
Custom products are final sale. So, they are not returnable.
Sale items are final sale.
Products purchased at any art show in which CELIStial Art participates are final sale. So, they are not returnable.
Final Sale Items will not be accepted as returned products and will not receive a refund. Always contact us first with questions regarding a return.
Processing The Refund
Your refund will be issued to the same credit card you used for the original purchase. You will be credited for the cost of the item(s) paid at the time of purchase. Shipping and handling costs are not refundable.
Please allow three weeks for the processing of returns. Please allow up to two billing cycles for the credit to appear on your credit card statement. You will receive an email from our system once the refund is being processed. This process is usually quick, but we add buffer time to account for your bank’s response time and CELIStial Art’s schedules.
Exchanging CELIStial Art Products
How do I exchange an item(s)
CELIStial Art accepts product exchanges within 30 days of your purchase date. We will exchange any item(s), provided that the item(s) has not been damaged, soiled, used, or altered, and that all labels and original packaging materials are intact. This includes boxes or additional wrapping for individual items. For Ornament Kits, the box must be unopened clearly showing that the close seal has been untampered.
You must notify CELIStial Art before exchanging any items by contacting customercare[at]celistialart.com. Blind exchanges, such as ones that do not accompany any prior notification or documentation, may not be exchanged, and will not be returned to the sender.
To exchange an item, you must include with your package the following documentation:
- A copy of your Packing Slip or Invoice must be enclosed with all returns. We do not accept exchanges without this information.
- Any and all email correspondence between you and CELIStial Art. This may speed up your processing time.
- Communication exchange must clearly indicate the agreed item(s) to be exchanged for.
- All original packaging materials.
- Feel free to use the same box the items arrived in to return items to our warehouse.
Even exchanges may be made with like-products, while additional charges may be required if exchanging with a higher-priced item. We cannot guarantee all items are in-stock at the time of exchange request, as some of our items are retired or otherwise unavailable for extended periods of time. We will work with you to get you an appropriate item for exchange when you contact us.
Custom products are final sale. So, they are not exchangeable.
Sale items are final sale. So, they are not exchangeable.
Products purchased at any art show in which CELIStial Art participates are final sale. So, they are not exchangeable.
Final Sale Items will not be accepted as exchangeable products. Always contact us first with questions regarding an exchange.
Replacing Damaged Products
If you have received an order and there is an item(s) that is damaged, you must contact us at customercare[at]celistialart.com within 7 days of receipt of the package. ‘Receipt of package’ time is the time the shipper indicates delivery has taken place, regardless of whether you have the package in your possession at that time. ‘Damaged’ products include items damaged during shipment, or other malformed details in product manufacturing. You must provide us with a photo of the damage as well as a description. Please attach photo(s) in jpeg/png formats along with your email. Cell phone pictures will do just fine.
Please note that all our items are handmade and what may appear to be ‘damage’ is actually intentional, or a perfectly imperfect detail. Additionally, all our figurines’ faces are hand painted, so expect differences between the website pictures and the item you receive. These differences are not considered ‘damages’. Likewise, given that our ornaments are mostly made from repurposed and recycled materials, the exact materials depicted in the website pictures may not be the same material used to make your ornament or figurine. This is not considered a ‘damage’ either. It is at the discretion of CELIStial Art to determine if an item is damaged based on the information provided by the customer.
Items damaged in transit, or otherwise accepted as damaged by CELIStial Art will be repaired or replaced when applicable at no additional cost, or customer will receive refund or store-credit. Determination of this process will be decided on a case-by-case basis. Once CELIStial Art has determined that the item(s) is indeed damaged, CELIStial Art will provide you with a shipping label to ship the item back to us.
To ship the item back to us for repair or replacement, you must include with your package the following documentation:
- A copy of your Packing Slip or Invoice must be enclosed with all replacement requests. We do not accept replacements without this information.
- Any and all email correspondence between you and CELIStial Art. This may speed up your processing time.
- All original packaging materials.
Feel free to use the same box the items arrived in to return items to our warehouse.
Order Cancellation
You may cancel your order any time before the order is fulfilled, usually 1 business day, by contacting us at customercare[at]celistialart.com. Once the order is shipped you will receive, via email, a shipping confirmation that contains tracking information. Once a product is shipped, the Return Policy and/or Exchange Policy will apply.
Orders cancelled prior to fulfillment will receive a full refund back on to the card used to make the purchase. You will receive an email from our system when the refund is being processed. Please allow up to five business days for these refunds to be processed. Please allow up to two billing cycles for the credit to appear on your credit card statement.
Custom orders may only be cancelled if the manufacturing process has NOT been started. The manufacturing process is considered ‘started’ once CELIStial Art sends a confirmation email to the Customer confirming the custom order. If the custom order includes material to be provided by the customer, the manufacturing process starts once CELIStial Art sends a confirmation email to the customer, acknowledging the receipt of the material provided by the customer. Once the manufacturing process starts, the custom order cannot be cancelled, and you will be charged the full amount of the order.
CELIStial Art may cancel orders for any reason. Some common situations in which orders are cancelled may include:
- The item is out of stock and there are no plans of restocking it.
- Pricing errors or credit card payment is declined by the issuing financial institution.
These situations are unlikely, and CELIStial Art will make every effort to contact customers prior to canceling orders.
CELIStial Art Products Purchased from Other Vendors
CELIStial Art products may be purchased through other vendors that have been approved to offer our products. CELIStial Art is not responsible for any damaged products purchased through 3rd parties including brick and mortar locations or online stores. CELIStial Art can only process returns, exchanges, or refunds for products purchased through celistialart.com. Please contact the actual website or shop location from which you purchased a CELIStial Art item, if it was not celistialart.com, with any concerns about that order or purchase.