FAQS
Have a question about shipping a product? Email hello@shopceli.com with your order number in the subject line. Our customer service team is available via email Monday-Friday, 9AM - 5 PM PST excluding holidays
Orders
Shipping
What are my delivery options?
Shipping timelines are approximate and don't account for weekends, holidays, or potential delays (like weather or traffic).
*Import duties & taxes are not included. The charges on delivery are payable by the receiver.
In-Stock Orders: Orders placed before 12 PM MST Monday to Friday (excluding holidays) will be shipped within 2-5 business days. Orders placed on weekends will be processed the following Monday. If there’s a delay, we’ll notify you within 2 business days.
Personalized orders: the time from order to delivery will vary depending on the item ordered. Contact us at orders@shopceli.com or chat with us to know how long it can take to craft your carat rings, engraved jewelry or resized rings.
Where do you ship to?
We ship to Canada and the United States. If you’d like to get it shipped somewhere else, please contact us at orders@shopceli.com
Can I pick up my order in-store?
Yes, and it’s free of charge. We’ll notify you via email when your order is ready. Pickup within 14 days.
How do I change my shipping address?
You can update your address within one hour of placing your order in My Account > My Orders. After that, contact us at orders@shopceli.com
I think my package was lost or stolen. What should I do?
If you think your package was lost or stolen, don’t worry—CELI ensures all orders are fully insured during transit and require a signature upon delivery. Contact us right away at hello@shopceli.com, and we’ll help resolve the issue.
What is your exchange & return policy in Canada?
If you wish to make a return, you have 30 days from the date of delivery. Items purchased from our clearance section are eligible for exchange or credit note only.
For purchases made after November 19, returns are extended until January 10, 2025. Items must be in their original packaging and condition, including any certificates, care plans, guarantees, and gift items.
How do I return my item online?
To start your return, select the country in which the order was originally shipped to:
- Canada
- United States
Fill out the web form for returns and exchanges
- Go to this page and click “Start a return”
Indicate the products you are going to return, giving your order number and postal code. Follow the indicated steps. - Prepare your package
Pack the items you want to return in a box in good condition and which is securely sealed. Please ensure to properly address your package. For security purposes, do not write CELI anywhere on the outside of your package. Write Service and Design Center. CELI is not liable/responsible for any lost or returned packages sent not completely sealed or taped. - Bring the package to your nearest dropoff location
Once you have prepared your package, bring it to your dropoff service location. Here you can find them listed. - Receive your refund
Once we receive your return and confirm it’s in original, unworn, unaltered condition, we’ll process your refund within 5-7 business days. During peak times or depending on your financial institution, this may take up to 30 working days.
Unauthorized, improperly packaged, or non-insured returns will be sent back to you. Damaged items cannot be returned.
How do I return my item in-store?
In-store returns
- Come visit our CELI showroom at 753 Queen St. West, Toronto, Ontario.
- Return Items in Store: Bring your items with the original invoice. They should be unworn and unaltered; no packaging required.
Unauthorized, improperly packaged, or non-insured returns will be sent back to you. Damaged items cannot be returned.
What are the costs of a return?
Returns are on us! You have 30 days after receiving your order to return items to us.
When will I receive my refund?
Refunds are processed within 5-14 working days after your return is received and checked by our warehouse.
Can I exchange or return engraved / personalized jewels?
Engraved or personalized items cannot be returned or exchanged as they are specially made for you.
Where can I find my order number?
You’ll get an order confirmation email after your purchase with your order number. You can also find details in My Account > My Orders.
How do I track my order?
Once your order has been shipped, you’ll receive a tracking email with a link to monitor its journey. You can also track your order in My Account > My Orders
How do I know my order is confirmed?
After placing your order, you’ll receive a confirmation email with your order number and a summary of your basket. Details are also available in My Account > My Orders. If you don’t receive a confirmation, email us at hello@shopceli.com to check your order status.
Can I cancel or modify my order once it has been placed?
You can cancel your order within one hour of placing it through My Account > My Orders. After that, changes can no longer be made.
Is it safe to buy online?
Absolutely! We use ShopPay for secure transactions and employ strong encryption and anti-fraud measures for credit card payments. Plus, your items are insured during transit and require a signature upon delivery.
When products are out of stock, do you replenish stocks?
We regularly restock popular items. Check back soon or sign up for notifications to be the first to know when they’re available again.
How do I become a CELI insider?
Sign up for our newsletter to stay in the loop on exclusive updates, promotions, and more.
What type of payment do you accept?
You can pay for your order using a variety of payment methods! Your payment method is charged at the time the order is placed, including for those items that are shipping later and/or made-to-order. These are the types of payments we accept:
- Credit and Debit Visa Card
- ShopPay
- CELI gift cards
HELP AND SUPPORT
Gift cards
Where can I buy a gift card?
You can purchase gift cards online here or in-store at our CELI location.
How do I check the balance of my gift card?
Yes, gift cards can be used for both online and in-store purchases. Simply enter the gift card number at checkout.
Can I use a gift card for online purchases?
Yes, gift cards can be used for both online and in-store purchases. Simply enter the gift card number at checkout.
Do gift cards expire?
CELI gift cards do not expire, so you can use them anytime!
Can I return or exchange a gift card?
Gift cards are non-returnable and non-exchangeable. Once purchased, they cannot be refunded.
Can I use multiple gift cards for a single purchase?
Yes, you can use multiple gift cards for a single purchase both online and in-store.
What’s the C CLUB?
The C CLUB is our way of giving you the best of CELI. Sign up for free and enjoy perks like free shipping and returns for 30 days. Access it online and in-store. Sign in here.
Why should I join the CELI club?
Join the C CLUB to become an insider and unlock exclusive rewards, special discounts, and members-only experiences. Enjoy early access to sales, new products, and special events.
How do I become a member of celi club?
Joining is free and easy! Click here to register with your name, email, birthday, and a password. If you already have an account with us, you’re automatically a member. Sign in and start earning points!
Is the club free?
Yes, joining the C CLUB is completely free!
What are the benefits of C club?
Here’s what you get:
- Free Shipping & Returns: Enjoy free shipping and returns for 30 days.
- Priority Sale Access: Shop exclusive sales, limited editions, and product launches before anyone else.
- Exclusive Products: Be the first to know about new products and special prices.
- Birthday Treat: Get a special discount on your birthday.
- CELI Experiences: Receive invites to exclusive events and unique experiences.
- Expert Advice: Access personalized advice from our experts.
Receiptless: Find all your digital receipts for in-store and online purchases in your account.
Where can I check my points?
Once you create or sign into your account, you can view your points in your member dashboard.
How do I receive my birthday voucher?
Your birthday voucher will be sent to your registered email address close to your birthday. Make sure your email is up-to-date!
How long is my membership valid?
Your membership is valid as long as you keep your account active. If you wish to delete your account, please contact us.
Do you have a referral program? How do I join?
Yes! Refer friends here and earn points for each successful referral. Note: referrals must be within the same country.
How do I redeem my points?
Points can be redeemed at checkout. Simply log into your account and use your points to get discounts on your purchase.
Can I update my account details?
Yes, you can update your account details by signing in and navigating to the account settings.
How do I create a wishlist?
To create a wishlist, sign in to your account and select the items you want to add to your wishlist.
Can I share a wishlist?
Yes, you can share your wishlist with friends and family by using the share option in your account.
How do I book a bridal appointment?
To book your bridal appointment, click here or visit us in-store. We recommend scheduling at least a week in advance to ensure availability.
What should I bring to my bridal appointment?
Bring any inspiration or ideas you have for your engagement or wedding rings, as well as any specific preferences regarding style or design.
Can I bring guests to my appointment?
Yes, you are welcome to bring friends or family to your appointment. We recommend bringing a small group to ensure a personalized experience.
How long is a typical bridal appointment?
Appointments usually last about an hour, but we can accommodate more time if needed to ensure you find the perfect piece.
What if I need to cancel or reschedule my appointment?
If you need to cancel or reschedule, please give us at least 24 hours' notice. You can do so by contacting us here or calling our store directly.
Do you offer virtual bridal appointments?
Yes, we offer virtual appointments for those who prefer to shop from the comfort of their home. Please book a virtual appointment here and we’ll send you the details.
Is there a fee for booking a bridal appointment?
No, bridal appointments are free of charge. We want to make sure you have the best experience possible.
What can I expect during my bridal appointment?
During your appointment, our experts will guide you through our collection, help you explore different styles, and provide personalized recommendations to find the perfect engagement or wedding ring.
What if I have specific design requests or customization's?
If you have specific design requests, please let us know when booking your appointment. We can discuss custom options and ensure we meet your unique needs.
Product
Product
How do I figure out my ring size?
To find your ring size, you can:
- Measure a Ring You Already Own: If you have a ring that fits well, measure its inner diameter with a ruler. Then compare this measurement to our sizing chart here.
- Use Our Printable Sizer: Download and print our ring size guide, which includes a sizer to help you determine your size.
- Visit Us In-Store: For the most accurate measurement, visit our store where we can size your finger precisely.
How do I figure out my bracelet size?
Measure your wrist with a soft tape measure or string, then add a little extra for comfort. Check our bracelet size guide here to find the right fit, or visit us in-store for an accurate measurement.
How do you ensure the quality of your jewels?
We uphold strict quality control standards throughout our manufacturing process. Each piece is crafted from high-quality materials and undergoes rigorous inspection to ensure it meets our high standards before reaching you.
What is a personalized jewel?
A personalized jewel is customized to reflect your individual style or message, such as engraved names, dates, or special symbols. These pieces are made in order to fit your unique preferences.
What kind of jewelery do you customize?
We make almost any type of jewellery you desire including engagement rings, earrings, pendants, and more.
How much will a custom design cost?
Pricing varies based on factors including materials, size, clarity, and color. As always, we will work within your budget to make your dream piece come to life. Pricing estimates will be provided during the consultation.
What are GIA diamond certificates?
GIA (Gemological Institute of America) diamond certificates provide a detailed assessment of a diamond's quality, including its cut, color, clarity, and carat weight. These certificates are issued by a reputable gemological laboratory and offer an unbiased evaluation of the diamond's characteristics.
What are the 4 Cs?
The 4 Cs refer to Cut, Color, Clarity, and Carat weight. These criteria are used to evaluate and grade diamonds:
- Cut: Refers to how well a diamond's facets interact with light.
- Color: Measures the absence of color in a diamond, with the best diamonds being colorless.
- Clarity: Assesses the presence of internal or external imperfections (inclusions and blemishes).
- Carat: Indicates the weight of the diamond.
What does “Cut” mean?
“Cut” refers to how well a diamond has been shaped and faceted. It affects how the diamond reflects light and contributes to its overall brilliance and sparkle. The quality of the cut can range from Poor to Excellent.
What does “Carat” mean?
“Carat” measures the weight of a diamond. One carat equals 0.2 grams. Larger diamonds are rarer and more valuable, but carat weight is only one aspect of a diamond's overall quality.
What is the quality of the diamonds used in your jewelry?
We use high-quality diamonds in our jewelry, selected for their excellent cut, color, clarity, and carat weight. Each diamond is carefully inspected to ensure it meets our high standards.
What is the difference between white and yellow gold?
White gold is made by alloying gold with metals like palladium or nickel, giving it a silvery appearance. Yellow gold retains its natural gold color and is alloyed with metals like copper and zinc. The choice between white and yellow gold depends on personal preference and the desired look of the jewelry.
What is a lab-grown diamond?
A lab-grown diamond is a diamond that is created in a controlled environment using advanced technology to replicate the natural conditions under which diamonds form. These diamonds have the same physical, chemical, and optical properties as mined diamonds.
How are lab-grown diamonds crafted?
Lab-grown diamonds are crafted using two primary methods:
High Pressure High Temperature (HPHT): This method mimics the natural conditions of diamond formation by applying high pressure and high temperature to carbon.
Chemical Vapor Deposition (CVD): This method involves using a gas mixture to deposit carbon atoms onto a substrate, which then crystallize into diamond.
What is the difference between a lab-grown diamond and a mined diamond?
The main differences between lab-grown and mined diamonds are:
- Origin: Lab-grown diamonds are created in a laboratory, while mined diamonds are formed naturally over millions of years.
- Cost: Lab-grown diamonds are typically more affordable than mined diamonds of similar quality due to lower production costs.
- Traceability: Lab-grown diamonds offer greater transparency in their origins and environmental impact compared to mined diamonds, which may involve complex supply chains and ethical concerns.
In terms of quality, lab-grown diamonds are identical to mined diamonds and are graded using the same criteria: Cut, Color, Clarity, and Carat weight.