Frequently Asked Questions (FAQ)
1. Where is my order?
Orders placed before 00:00 will be processed within 1–3 business days.
After processing, the delivery time is 5–9 business days.
In total, you should expect a total duration of 6–12 business days.
As soon as your order has been shipped, you will receive an email with your tracking number (Track & Trace).
2. Where can I find my tracking number?
You will automatically receive your tracking number by email as soon as your package has been shipped. Please also check your spam folder if you have not received an email.
3. How can I track my order?
With the link in your shipping confirmation, you can check the status of your package at any time. If you have not received a link, please contact us at info@cecilelavelle.com – we will be happy to assist you. You can also check the current shipment status on our website under "Track Your Order".
4. I am not satisfied with my package – what should I do?
Please contact us by email and describe your concern.
Our customer service will assist you quickly and easily.
5. Can I cancel or change my order?
As long as your order has not yet been processed, you can request a change or cancellation.
Please send us an email as soon as possible. Important: Once your order is being processed, it can no longer be changed or canceled.
However, after receipt, you can make use of your 30-day return policy.
6. How long do I have to return my order?
You can return your order within 30 days of receipt – provided the items are unworn, undamaged, and in the original packaging.
Please note: Returns without a tracking number will not be refunded in case of loss.
7. Where do I have to send my return?
Return address:
Zhang Shun
5th Floor, West Gate, Zhejiang Boshang Optoelectronics Co., Ltd.
Hezhuang Street, Qiantang District
Hangzhou City, Zhejiang Province, 311200
China
8. Who pays for the return shipping costs?
The customer bears the return shipping costs.
The amount may vary depending on weight, shipping provider, and country of origin.
Typically, the costs are about 25 EUR, depending on the chosen shipping service.
9. When and how will I get my money back?
As soon as your return has been checked in our warehouse, the refund will be made within 5 business days to the original payment method.
The refund will be made in Euro (EUR).
10. How can I contact customer service?
Please send us an email at info@cecilelavelle.com.
We usually respond within 24 hours (weekdays).
You can also find many answers here in the FAQ or in our policies (e.g., Returns, Shipping, Privacy).
Customer Service
Support hours: Monday to Sunday, 9:00 AM – 5:00 PM (CET)
We strive to answer all inquiries within 24 hours.
Email: info@cecilelavelle.com
Phone: +33 7 56 75 67 75
Company Information
E-Commerce QJ
Kreilerhof 33, 2151 PJ Nieuw-Vennep, Netherlands
Trade Register (KvK): 94704635
VAT ID: NL866865342B01