1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need an account to shop on our website. You can make purchases and check out as a guest every time.

However, by setting up an account with us, you can order without having to enter your details every time. You can sign up right now, or you can first start shopping and create your account before you check out on the shopping cart page.

1.2 How do I create an account?

Please click on “Login or Register” followed by ‘Create An Account’ and fill in the required details.

1.3 How do I order?

Click on an item, select your options and click add to cart. When you have finished, you can go to your cart and select the check out button. Check your information is correct before confirming your purchase and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add items as long as they are available. There could be an instance where the item is in someone else’s shopping cart and the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.

1.6 Can I amend and cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This allows us prepare your orders efficiently and to minimize errors. Check your order thoroughly before placing it.

1.7 I have a discount code, how can I use it?

Key in the voucher code in the field “Voucher Code” and click “Add” before checking out. Please note that we are unable to manually apply the voucher code to your order if you have mistyped it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an e-mail from us to confirm that your order has been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery addresses are verified. Also, you may check the status of your order in “My Account” if you are a registered user.

 

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders are processed within 2 working days, excluding public holidays. Time is based on Eastern Standard Time (EST +5hours).

2.2 How long will it take for me to receive my order?

The Standard Shipping time is approximately 7 - 15 working days for domestic deliveries For international deliveries, the time is 12 - 21 working days.

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders on Our Track My Order Page.

2.4 What are the shipping charges

Standard Shipping is $4.99 for all domestic deliveries below $75. Above $75 Standard Shipping is Free. For international deliveries, you may select your item and proceed to the check out page as charges are based on weight and volume. Upon entering your delivery details, we will auto calculate the delivery charges based on your given address without the need for payment or registration

2.5 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at support@cecilily.com and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at support@cecilily.com with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at support@cecilily.com and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

We provide exchanges for size or color. We accept returns as well for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.

2.10 I have not received my parcel, what should I do?

Send an email to our Customer Care Team at support@cecilily.com if you have not received your parcel after 10 working days and we will assist you.

2.11 Will there be an additional charge for re-delivery?

There are no additional charges for re-delivery up to two times after an order has been placed. We do charge for delivery on the third attempt and going forward.

2.12 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via the “Track my order” page to find out why it might have been delayed. Alternatively, you may drop us an email at support@cecilily.com and we will assist you.