Store Policies & Information

1. Terms of Service

OVERVIEW This website is operated by CelestialBalls. Throughout the site, the terms “we”, “us” and “our” refer to CelestialBalls. By visiting our site and/or purchasing from us, you agree to be bound by the following terms and conditions.

  • Service: We reserve the right to refuse service to anyone for any reason at any time.

  • Pricing: Prices for our products are subject to change without notice. We shall not be liable for any price change or discontinuance of the Service.

  • Accuracy: We are not responsible if information on this site is not accurate, complete, or current. Reliance on the material on this site is at your own risk.

  • Prohibited Uses: You are prohibited from using the site or its content for any unlawful purpose, to infringe upon our intellectual property, or to transmit malicious code.

  • Governing Law: These Terms of Service shall be governed by and construed in accordance with the laws of the United Kingdom.

2. Shipping Policy

We partner with major international carriers (FedEx, DHL, UPS, EMS) to offer flat-rate worldwide shipping.

  • Processing Time: We require 2–5 working days to fulfill your order before it is handed to the carrier. During holidays, this may take up to 10 days.

  • Shipping Estimates:

    • UK & USA: 6–12 Business Days

    • Europe, Canada, Australia: 7–14 Business Days

    • Rest of World: 10–21 Business Days

  • Tracking: All orders include tracking. You will receive your tracking number via email once the order is dispatched.

  • Customs & Duties: International shipments may be subject to import taxes or customs fees. These are the sole responsibility of the recipient.

  • Address Accuracy: It is the responsibility of the buyer to ensure the address is correct. Once an order is processed, we cannot make changes.

3. Refund & Return Policy

We want you to love your purchase! If you are not satisfied, we are here to help.

  • 30-Day Guarantee: We accept returns or exchanges within 30 days of purchase. Items must have no visible signs of damage and all original packaging must be intact.

  • Exemptions: Custom engraved items, intimate/sanitary goods, and hazardous materials cannot be returned.

  • Damaged Items: Please report any damaged or defective items to hello@celestialballs.com within 48 hours of delivery. We use carrier timestamps to verify claims.

  • Return Shipping: You are responsible for paying your own shipping costs for returns. We recommend using a trackable service for items over $75.

  • Refunds: Once your return is received and inspected, we will notify you of the approval or rejection. Approved refunds are applied to your original payment method within 2–3 business days.

4. Privacy Policy

Your privacy is incredibly important to us. This policy describes how we collect and use your personal information.

  • Information Collection: We collect information you provide directly (name, email, shipping address, payment confirmation) and information collected automatically through cookies (IP address, device info).

  • Third Parties: We use Shopify to power our store and trusted processors for secure payments. We do not sell your personal data.

  • Your Rights: Depending on your location, you may have the right to access, correct, or delete your personal information.

  • Cookies: We use cookies to improve your experience and remember your preferences. You can manage cookie settings in your browser.

5. Contact Information

If you have any questions, feedback, or need assistance with an order, our team is always happy to help.