Shipping Policy
This Shipping Policy sets out the conditions under which SBQ-Ecom Agency, the operator of the website https://celiglow.com, processes, dispatches and delivers orders placed by its customers. It applies to all orders placed on the Site, in addition to the Terms of Service available at https://celiglow.com/pages/terms-of-service.
1. Delivery Zones
SBQ-Ecom Agency ships to all States and Territories of Australia. Where indicated, the Site may also offer delivery to other countries. Available delivery zones are confirmed at the time of order on the Site.
If the desired destination is not listed at checkout, the Customer may contact customer service at contact@celiglow.com to check whether shipping is possible and, where appropriate, obtain a quote.
2. Shipping Fees
Shipping fees are calculated automatically at the time of order based on the destination, weight, volume and selected shipping method. The total shipping cost is clearly displayed before the Customer finalises the order.
Standard shipping may be offered free of charge for orders within Australia, on an ongoing or promotional basis, unless otherwise indicated at checkout or in the context of specific promotions.
3. Dispatch Lead Time
Orders are prepared and dispatched within zero to three (0 to 3) business days from confirmation of payment. Orders placed on a weekend or public holiday are processed from the next business day.
As soon as the parcel is dispatched, a confirmation email containing the tracking number is sent to the Customer, where the tracking number is provided by the carrier.
4. Delivery Lead Time
The delivery lead time, from the date of dispatch of the parcel, is two to seven (2 to 7) business days within Australia.
On average, all Customers receive their parcel within five to seven (5 to 7) business days from order confirmation, dispatch time included.
Deliveries to remote or regional areas may require additional time depending on the carrier. All delivery times are estimates and may be affected by carrier delays, weather conditions, customs inspections or other unforeseen events beyond our control.
5. Order Tracking
Once the parcel has been dispatched, the Customer will receive a tracking number by email where the carrier provides one. The Customer can use this number to track the parcel via the carrier's website or app. For any tracking-related question, please contact customer service at contact@celiglow.com.
6. Taxes, Duties and Customs Charges
Orders shipped to addresses within Australia are subject to Australian tax rules. Where SBQ-Ecom Agency is required to collect Goods and Services Tax (GST), GST is included in the displayed price.
For deliveries to addresses outside Australia, the Customer may be liable for import duties, taxes or customs handling fees levied by the destination country. Unless expressly stated otherwise prior to order confirmation, any such duties and fees are the responsibility of the Customer and are collected on delivery by the carrier or the relevant customs authority.
SBQ-Ecom Agency undertakes to provide useful information about any such additional fees prior to order confirmation.
7. Receipt of the Parcel
On receipt, the Customer is invited to check the condition of the parcel and its contents in the presence of the carrier where possible. If the parcel is damaged or opened, the Customer must record precise reservations on the delivery note and inform customer service at contact@celiglow.com within forty-eight (48) hours.
If the Customer notices any issue (missing, damaged or non-conforming product) after opening the parcel, they must inform customer service within seventy-two (72) hours of receipt, providing photographs of the parcel and the product concerned.
8. Lost, Undelivered or Delayed Parcels
If the parcel has not been delivered within the announced lead time or is reported lost by the carrier, the Customer is invited to contact customer service at contact@celiglow.com, providing their order number.
SBQ-Ecom Agency will then open an enquiry with the carrier. If the parcel is confirmed lost, SBQ-Ecom Agency will, at its discretion and at the Customer's choice, either dispatch a free replacement parcel or refund the order in full in accordance with the Terms of Service.
SBQ-Ecom Agency shall not be liable for delivery delays caused by an event of force majeure, postal strike, customs inspection, extreme weather or any other cause beyond its control.
9. Incorrect or Incomplete Delivery Address
It is the Customer's responsibility to verify the accuracy of the delivery information (name, address, postcode, city, phone number, email) before confirming the order. SBQ-Ecom Agency shall not be liable for delays or non-delivery resulting from an incorrect, incomplete or outdated address provided by the Customer.
If a parcel is returned to sender due to an incorrect address or repeated failed delivery attempts, the cost of re-shipping shall be borne by the Customer. The Customer may alternatively request cancellation and refund of the order, less the initial shipping cost and any return shipping cost incurred.
10. Order Modification and Address Change After Dispatch
Once an order has been dispatched, the delivery address can no longer be amended and the parcel can no longer be re-routed by SBQ-Ecom Agency. Any change request must be addressed directly to the carrier by the Customer using the tracking number.
11. Australian Consumer Law
Nothing in this Shipping Policy limits, excludes or modifies the consumer guarantees provided under the Australian Consumer Law, including the right to a remedy where products are not delivered within a reasonable time.
12. Customer Service
For any question, complaint or request relating to shipping or delivery, the Customer may contact customer service by email at contact@celiglow.com. Customer service aims to respond within 24 to 48 business hours.
Last updated: 14 June 2026