frequently asked questions

Contact us

HOW TO CONTACT CUSTOMER SERVICE?

Are you having a problem with your order or have a special request for it? We are available by email at contact@adcaelia.com and during the day by chat from Monday to Friday from 9:30 a.m. to 5:30 p.m., directly on our website (click here (link to insert) to contact us)

I HAVE A BEAUTY QUESTION, WHO SHOULD I CONTACT?

We will be happy to help you! Write us a little note at contact@adcaelia.com .

Please note that the chat service is only intended to answer your general questions about the website.

I SENT AN EMAIL TO contact@adcaelia.com WHEN WILL I GET A RESPONSE?

We usually respond within 1-2 business days (excluding holidays). The Ad CAELIA team will do its best to answer you ;)

Delivery of my order

WHERE CAN I HAVE MY ORDER DELIVERED?

Ad CAELIA delivers to France, Spain, Italy and Belgium.

HOW CAN I ACCESS THE TRACKING OF MY ORDER?

Once your order has been validated and prepared by us, you will receive a shipping confirmation email. Simply click on "Track my order" in the body of the email to access the tracking of your package.

You can also check your tracking directly via your Ad CAELIA account. To do this, log in by clicking on “My account” at the top right of our site, then click on “My orders”. Then simply click on the tracking number.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

It all depends on the delivery method you have chosen, as well as the country where you wish to be delivered.

I ORDERED THIS WEEKEND, WHEN WILL YOU SHIP IT?

Our logistics team processes orders Monday through Friday (excluding public holidays). Any orders placed on a Saturday or Sunday are processed on Monday morning.

I WANT TO CHANGE THE CONTENTS OF MY ORDER, HOW DO I DO THIS?

Unfortunately, we are unable to add or remove items from your order once it has been shipped. If you would like to return one or more items after delivery, please visit our Terms and Conditions (insert link) to find out our return conditions.

I MADE A MISTAKE IN THE DELIVERY ADDRESS, CAN I CHANGE IT?

Depending on the progress of your order, we may still be able to change your delivery address. If the order is already processed by the warehouse, we will no longer be able to change it. Do not hesitate to contact us as soon as possible via contact@adcaelia.com or by live chat during opening hours.

I WANT TO CHANGE MY DELIVERY METHOD, IS THIS POSSIBLE?

It is not possible to change this setting while the order is being processed.

I WANT TO CANCEL MY ORDER, IS THIS POSSIBLE?

If your order has not yet been processed by our warehouse, we can cancel and refund it. In this case, contact us as soon as possible by email at contact@adcaelia.com

If the order has been sent to the warehouse, unfortunately we will no longer be able to cancel it. In this case, if you do not wish to keep your items, you can return your products to us via the T&Cs page (insert link)

I PAID ADDITIONAL CUSTOMS FEES, WILL YOU REFUND ME?

When you order outside of France, customs charges may be applied to your order, these remain your responsibility.

Returns & Refunds

CAN I RETURN AN OPENED PRODUCT AND GET A REFUND?

In application of article L 221-28 of the consumer code and given that the items sold on the Site are not subject to any particular sealing and that no blister packs are used in the packaging of the products for ecological reasons related to over-packaging. The company Ad CAELIA SAS informs you that your right of withdrawal cannot be exercised following a purchase on the website.

Payments & promo codes

WHAT ARE THE PAYMENT METHODS FOR ORDERING ON YOUR SITE?

Only payment by credit card is possible. To find out more, go to our T&Cs page (insert link)

I HAVE A PROMO CODE, WHERE CAN I USE IT TO BENEFIT?

On computer: After validating your basket, you can insert your promo code in the "Information" section, to the right of the field reserved for your delivery address. Then click on "Validate" to benefit from your offer/credit.

On mobile: After validating your cart, click on the small drop-down arrow to the right of your cart. Below the summary of your order, the promo code field appears. Then click on “Validate” to benefit from your offer/credit.

CAN I COMBINE MULTIPLE OFFERS IN MY ORDER?

Our offers cannot be combined. This is why online, the promo code field can only be filled with one code when validating your basket.

My account

HOW DO I CREATE MY Ad CAELIA ACCOUNT?

Click on the top right of our site on “My account” then click on “Create an account”. Creating your account allows you to access your order history, your wishlist and personal information…

HOW DO I ACCESS MY ACCOUNT IF I LOST MY PASSWORD?

When you log in, you can check “forgotten password” and you will receive an email within a few minutes allowing you to define your new password (check your spam if you have not received anything).

I CAN'T LOG IN TO MY ACCOUNT Ad CAELIA

It is quite possible that you have not yet created an account with us, even if you have already placed an order online. All you need to do is create your account (it takes less than a minute). To do this, you can click on the “My account” tab at the top right and then click on “Create an account”.

HOW TO SUBSCRIBE TO THE NEWSLETTER?

You can subscribe to our newsletter from the bottom of the home page of the site: enter your email directly in the box provided for this purpose then click on ok. You will then be regularly informed of our news, our events and will also be able to benefit from personalized offers.

I WANT TO RECOVER MY INVOICE, HOW DO I DO THIS?

You can access your invoice directly via the order confirmation email you received when you placed your order.

Otherwise, you can retrieve this invoice directly via our site, by logging into your account. Once logged in, click on the "My orders" section, then click on the desired order number. You can also send us an email to contact@adcaelia.com to retrieve your invoice.