Shipping policy
Last updated: August 18, 2026
1. General Shipping Information
CELONIQUE GmbH ships orders to the delivery destinations available in our online shop.
Available shipping countries, shipping methods, applicable shipping costs and estimated delivery times are displayed during checkout before you submit your order.
Orders are shipped to the delivery address provided by the customer during the ordering process.
Please ensure that your delivery information is complete and accurate before submitting your order.
2. Shipping Address
Orders are shipped to the address entered during checkout.
Customers are responsible for ensuring that the following information is correct:
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Full name
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Street and house number
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Postal code
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City
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Country
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Any additional delivery information required
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Email address
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Telephone number, where required for delivery
If you notice an error in your delivery address after placing an order, please contact us as soon as possible at:
We cannot guarantee that a shipping address can be changed after an order has entered processing or has already been dispatched.
3. Order Processing
Orders are processed after successful receipt of the order and, where applicable, confirmation of payment.
Processing time is separate from the estimated transportation or delivery time.
Orders placed on weekends or public holidays may begin processing on the next applicable business day.
In periods of unusually high order volume, product launches, promotions, holidays or circumstances beyond our reasonable control, processing may take longer.
Where a significant delay affects your order, we will endeavour to provide appropriate information.
4. Shipping Methods and Delivery Times
Available shipping methods and estimated delivery times are displayed during checkout.
Delivery times shown in the online shop are estimates unless a specific binding delivery date has expressly been agreed.
Estimated delivery times generally begin after conclusion of the contract and, where advance payment is required, after receipt of payment.
Actual delivery times may vary depending on:
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Destination country
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Shipping method selected
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Carrier processing
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Customs procedures
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Public holidays
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Local delivery conditions
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Weather or transport disruptions
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Other circumstances beyond our reasonable control
Mandatory statutory rights relating to delivery remain unaffected.
5. Shipping Costs
Applicable shipping costs are displayed during checkout before the order is submitted.
Shipping costs may vary depending on factors including:
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Delivery destination
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Order value
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Package size or weight
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Shipping method
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Promotional shipping offers
The total price payable, including applicable shipping charges, is displayed before you complete your order.
6. Free Shipping Promotions
From time to time, CELONIQUE GmbH may offer free shipping subject to specific conditions.
Such conditions may include:
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A minimum order value
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Certain countries or regions
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Specific products
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Certain customer groups
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Limited promotional periods
Any applicable free-shipping conditions will be communicated in connection with the relevant offer.
Unless otherwise stated, free shipping applies to the applicable standard shipping method.
7. International Shipping
Where international delivery is available, applicable destinations will be displayed during checkout.
For deliveries outside the European Union, the destination country may impose:
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Customs duties
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Import VAT
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Import taxes
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Brokerage fees
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Customs-clearance charges
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Other governmental or administrative charges
Unless expressly stated otherwise during checkout, such charges are not included in the product price or CELONIQUE shipping charges and may be payable separately by the recipient.
Customers are responsible for complying with applicable import requirements in the destination country.
Customs procedures may result in additional delivery time.
CELONIQUE GmbH has no control over charges imposed independently by customs authorities or other public authorities.
8. Customs and Import Restrictions
Certain products may be subject to import restrictions, regulatory requirements or customs controls depending on the destination country.
Customers ordering internationally are responsible for ensuring that the products ordered may lawfully be imported into and used in the destination country.
Where an order cannot be delivered because import is prohibited or the recipient fails to complete required customs procedures, applicable costs and refund rights will be determined in accordance with applicable law and the circumstances of the individual case.
Mandatory consumer rights remain unaffected.
9. Professional Products and Devices
Certain CELONIQUE professional products, devices or treatment-related products may be subject to additional delivery, verification or regulatory requirements.
Professional products may be available only to verified business or professional customers.
Where additional shipping conditions apply to a particular professional product or device, these will be communicated where appropriate before purchase or in connection with the relevant order.
10. Order Tracking
Where tracking is available for the selected shipping method, tracking information may be provided after the order has been dispatched.
Tracking information may be sent by:
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CELONIQUE GmbH
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The fulfilment provider
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The relevant shipping carrier
Please note that tracking information may take some time to become active after the shipping label has been created.
11. Delivery Attempts
The shipping carrier may make one or more delivery attempts depending on the selected service and destination.
If nobody is available to receive the shipment, the carrier may:
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Attempt redelivery
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Leave the parcel at an authorised location
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Deliver the parcel to a parcel shop or pickup point
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Provide further delivery instructions
The available options depend on the carrier and local delivery services.
Customers should monitor tracking information where available.
12. Incorrect or Incomplete Delivery Address
If delivery cannot be completed because the customer provided an incorrect or incomplete delivery address, the shipment may be returned to us or to our fulfilment provider.
Where legally permissible, the customer may be responsible for reasonable additional shipping costs caused by incorrect or incomplete address information.
If a shipment is returned because of an address issue, please contact:
We will provide information about the available next steps.
13. Refused or Uncollected Shipments
If a shipment is refused without legal justification or is not collected from a carrier pickup location within the applicable collection period, the package may be returned.
Where legally permissible, reasonable additional costs caused by an unjustified refusal or failure to collect the shipment may be taken into account.
This does not affect a consumer's statutory right of withdrawal or other mandatory consumer rights.
If you wish to exercise your statutory right of withdrawal, please follow the procedure described in our Return and Refund Policy.
14. Damaged Shipments
Please inspect your shipment after delivery.
If the parcel or product appears to have been damaged during transportation, please contact us as soon as reasonably possible at:
Where possible, please provide:
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Your order number
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Photographs of the outer shipping package
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Photographs of the shipping label
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Photographs of the damaged product
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A brief description of the damage
This information helps us investigate the matter and process your request efficiently.
Failure by a consumer to report transport damage immediately does not affect mandatory statutory rights.
15. Missing or Incorrect Products
If your shipment contains an incorrect product or an item is missing, please contact us at:
Please provide your order number and details of the missing or incorrect item.
Where CELONIQUE GmbH is responsible for the error, we will provide an appropriate remedy in accordance with applicable law.
16. Lost Shipments
If tracking information indicates an unusual delay or you believe that your shipment may have been lost, please contact us at:
We may investigate the shipment with the relevant shipping or fulfilment provider.
Where CELONIQUE GmbH bears the shipping risk under applicable consumer law, your statutory rights remain unaffected.
17. Transfer of Risk
For consumers, the risk of accidental loss of or accidental damage to the goods generally passes to the consumer when the goods are delivered to the consumer or to a third party designated by the consumer who is not the carrier, subject to the applicable statutory provisions.
Different rules may apply where the consumer independently commissions a carrier that was not proposed by CELONIQUE GmbH.
For business customers, statutory and contractually agreed rules concerning transfer of risk apply.
18. Delivery Delays
Occasionally, delivery may be delayed due to circumstances such as:
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Customs processing
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Carrier disruptions
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Severe weather
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Strikes
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Public holidays
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Transportation disruptions
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Technical or infrastructure problems
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Government measures
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Unforeseeable supply or logistics disruptions
Where a legally binding delivery obligation is affected, applicable statutory rights remain unaffected.
A delay by a shipping carrier does not automatically remove or restrict mandatory consumer rights against CELONIQUE GmbH.
19. Product Availability
Product availability is displayed in our online shop.
Despite careful inventory management, a product may occasionally become unavailable after an order has been submitted.
If we are unable to supply an ordered product, we will inform you without undue delay.
Where payment has already been received for a product that cannot be supplied and no alternative has been agreed, the corresponding amount will be refunded in accordance with applicable law.
20. Returns
Shipping rules relating to returns, statutory withdrawal, damaged goods and refunds are explained separately in our Return and Refund Policy.
Please review that policy before returning an item.
If a specific return address is provided to you, please send your return only to that address.
The registered business address should not automatically be assumed to be the operational returns warehouse if a different return address has been communicated.
21. Business and Professional Customers
For business or professional customers, additional shipping conditions may apply depending on:
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Order quantity
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Product type
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Professional devices
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Freight requirements
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Delivery destination
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Commercial shipping arrangements
Where special shipping arrangements apply, these may be agreed separately.
Mandatory statutory provisions remain unaffected.
22. Contact
For questions regarding shipping, delivery, tracking or an existing order, please contact:
CELONIQUE GmbH
Westhafenplatz 1 | Westhafen Tower
60327 Frankfurt am Main
Germany
Email: info@celonique.com
Website: www.celonique.com