Damaged, Lost & Missing Parcels Policy

Damaged, Lost & Missing Parcels Policy

Last updated: July 17, 2026

At Celave & Co, we are committed to ensuring that every order arrives safely and in excellent condition.

While the vast majority of deliveries are completed successfully, shipping issues may occasionally occur. This policy explains how we handle parcels that are damaged, delayed, lost or marked as delivered but cannot be located.

1. Damaged Parcels

If your parcel arrives damaged, please contact us within 48 hours of delivery.

To help us assess your claim, please provide:

  • your order number;

  • clear photographs of the damaged product;

  • photographs of the external packaging;

  • photographs of the shipping label;

  • a brief description of the damage.

Claims submitted without sufficient evidence may require additional review.

2. Damaged Products

If the product itself arrives damaged or unusable, our Customer Support team will investigate your request.

Depending on the circumstances, we may offer:

  • a replacement product;

  • a full refund;

  • a partial refund;

  • another suitable resolution.

Each case is assessed individually.

3. Incorrect Items

If you receive the wrong product, incorrect size, colour or quantity, please notify us within 48 hours of delivery.

After verification, we will arrange an appropriate solution, which may include:

  • replacement;

  • exchange;

  • refund;

  • store credit where appropriate.

4. Missing Items

If your parcel arrives but an item is missing, please contact us immediately.

To assist with our investigation, please provide:

  • your order number;

  • photographs of the contents received;

  • photographs of the packaging;

  • any relevant information regarding your delivery.

Our fulfilment records will be reviewed before a decision is made.

5. Parcels Marked as Delivered

If your tracking indicates that your parcel has been delivered but you cannot locate it, we recommend that you first:

  • check around your property;

  • check with neighbours or household members;

  • check any designated safe places;

  • contact the delivery carrier.

If the parcel still cannot be located, please contact our support team.

We will assist in opening an investigation with the shipping carrier.

6. Lost Parcels

A parcel will only be considered lost once confirmed by the shipping carrier after completing their investigation.

Once loss has been confirmed, Celave & Co may, at its discretion:

  • send a replacement order; or

  • issue a full refund.

7. Delayed Deliveries

Estimated delivery times are 8–14 business days.

Occasionally, delays may occur due to:

  • customs inspections;

  • severe weather;

  • public holidays;

  • courier operational delays;

  • transportation disruptions;

  • unforeseen circumstances beyond our control.

Delivery delays alone do not automatically qualify for a refund.

8. Investigation Timeframes

Carrier investigations may take several business days depending on the courier and the nature of the issue.

We appreciate your patience while these investigations are completed.

9. Customer Responsibilities

Customers are responsible for ensuring:

  • the shipping address is accurate;

  • delivery information is correct;

  • parcels are collected promptly where collection points are used.

Celave & Co cannot accept responsibility for delivery issues resulting from incorrect information supplied by the customer.

10. Fraud Prevention

To protect both our customers and our business, we reserve the right to request additional documentation where fraudulent claims are reasonably suspected.

Examples may include:

  • proof of identity;

  • additional photographs;

  • written confirmation from the courier;

  • further order verification.

This helps us investigate claims fairly and protect all customers.

11. Limitation of Liability

Celave & Co is not responsible for delays or delivery issues caused by circumstances beyond our reasonable control, including but not limited to:

  • natural disasters;

  • strikes;

  • customs delays;

  • government actions;

  • carrier operational failures;

  • severe weather events.

Nothing in this policy limits your statutory rights under applicable UK consumer protection legislation.

12. Contact Us

If you experience any delivery issue, please contact our Customer Support team as soon as possible.

Celave & Co

Customer Support

Email: support@celave.co

We aim to respond promptly and work with you to achieve a fair and timely resolution.