Where are you located?
We are located in Manchester, UK. All orders are shipped out from our office in Manchester, UK.
Do I need to set up an account to place an order?
No, but by setting up an account you will have access to order and shipping information. You will also be added to our newsletter for exclusive updates in the future.
How can I reach your Customer Service team and when should I expect a response?
For customer service inquiries only, please email firstname.lastname@example.org Our Customer Service team is available M-F and will respond within 1 business day of your request. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received.
If my item becomes damaged, can I get a replacement?
Yes. We will happily send you a new one, please email email@example.com with your order # and a photo of the damaged piece.
What is your replacement policy?
We have a 30 day replacement policy starting from the day it was delivered. We will replace any broken or tarnished pieces. Please email firstname.lastname@example.org with your order # and a photo of the piece that is broken or tarnished.
I have not received my order confirmation, did my order go through?
Order confirmation emails may be delayed due to high order volume.
Please contact our customer service team email@example.com, if you have not received your confirmation email after 24 hours of your purchase.
Can I make changes to my order once it’s been placed?
Due to each item being custom-made, all sales are final. Orders cannot be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.
I have received my order and need some additional assistance.
Please contact our Customer Service Team at firstname.lastname@example.org to request replacement for damaged products or report other issues with your order.
We will review all issues that are submitted within 15 days of order delivery. Requests received after this time frame are no longer eligible for review.
What method is used for shipping?
By Cece Lux ships within the U.K and to most countries worldwide, via Royal Mail delivery service.
When will my package be delivered?
Processing time for orders is 1 - 3 business days (business days do not include weekends or holidays). Although we do try our best to process and dispatch orders as soon as possible. These times may be extended during holidays, launches/restocks, and promotions.
Once shipped, delivery time within the United Kingdom is 2-5 business days using Royal Mail shipping.
You can select express shipping 24 hour at checkout, delivery time for this service is the next business day once dispatched.
Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from Royal Mail to international mail carriers.
My order was a 'pre-order' when will this be delivered?
If your item was pre-order, processing times can vary from 2 business days to 28 business days, due to high demand.
Please note, we are not responsible for any deliveries that may be affected or delayed by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from Royal Mail to international mail carriers.
I am an international customer; do I have to pay customs and taxes?
Items shipped outside of the United Kingdom may be subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore cannot be reimbursed by By Cece Lux. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.