GENERAL INFORMATION

Please ensure your shipping address is entered correctly at checkout, including street number, apartment or unit number, and any required delivery details. Marcel Celine is not responsible for lost, delayed, or misdelivered parcels caused by incorrect or incomplete address details provided by the customer.

We ship to PO Boxes via Australia Post where available, however we recommend using a residential or business address where possible. We reserve the right to select or change carriers at any time.

PROCESSING TIME

All orders are processed within 1–2 business days, excluding weekends and public holidays.
During peak periods or promotional events, processing times may be slightly extended.

ESTIMATED DELIVERY TIMELINES

Delivery times are estimates only and begin once your order has been dispatched.

COUNTRIES WE SHIP TO

Australia, Austria, Belgium, Canada, Czechia, Denmark, Finland, France, Germany, Hong Kong SAR, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, United States.
*More to be added in the future :)

SHIPPING FEES

Shipping costs are calculated at checkout based on your delivery location and selected shipping method. Shipping fees are non-refundable.

FREE SHIPPING 

Free standard shipping on orders over $80 AUD within Australia and New Zealand.
For international orders, free standard shipping applies to orders of USD $80 or more (or local currency equivalent).

DELIVERY TRACKING

Once your order has been dispatched, a tracking number will be sent to your email.
Please allow up to 48 hours for tracking updates to become active.

IMPORT TAXES AND DUTIES

Marcel Celine is not responsible for any customs duties, taxes, or import fees charged by local authorities. These charges are the responsibility of the customer.

DELIVERY ISSUES AND CLAIMS

If your tracking shows your parcel as delivered but you have not received it, you must contact us within 10 days of the delivery date.
We will assist with lodging a claim with the carrier. Claims may take up to 30 days to resolve, depending on the carrier used.

Refunds or replacements are not issued for parcels confirmed as delivered by the carrier.

LOST OR STOLEN PARCELS

Marcel Celine is not responsible for parcels that are lost or stolen after being confirmed as delivered by the carrier.

If your tracking shows the parcel as delivered but you cannot locate it, please check with:

• Household members
  

• Neighbours

• Building reception or concierge

• Safe locations around your delivery address

We may assist with submitting a carrier investigation where possible, however refunds or replacements are not guaranteed for parcels marked as delivered.

DAMAGE, MISSING OR FAULTY ITEMS

If your order arrives damaged, faulty, or with missing items, you must contact us within 48 hours of delivery.

To assist with your claim, please provide clear photos or a short video showing:

• The damaged or faulty product

• The packaging it arrived in

• The shipping label on the parcel

This documentation is required so we can investigate the issue with our logistics partners.

Once verified, we may offer a replacement, partial refund, or full refund, depending on the circumstances.

Minor cosmetic imperfections such as slight box creasing, small surface marks, or packaging wear that do not affect product functionality are not considered damage.

ADDRESS CHANGES

Once an order has been dispatched, the shipping address cannot be changed. Please ensure all details are correct before placing your order.

Returned or uncollected parcels due to incorrect address details may incur additional shipping fees, payable by the customer.

ORDER CANCELLATIONS

Orders cannot be cancelled once they have been processed or dispatched.

If you no longer wish to keep the item, it may be returned unopened and in original condition once received.

RETURNS

Returns are accepted within 30 days of delivery, provided products are unopened, unused, and in original packaging. Proof of purchase is required.
For hygiene and safety reasons, opened or used products are not eligible for return or refund.

RETURN AUTHORISATION

All returns must be authorised by our support team before being sent back.
Unauthorised returns will not be accepted.

RETURN SHIPPING

Return shipping costs are the responsibility of the customer. Original shipping fees are non-refundable.
We recommend using a tracked return service, as Marcel Celine is not responsible for lost return parcels.

REFUSED OR UNCLAIMED PACKAGES

If a parcel is refused, unclaimed, or returned due to incorrect or incomplete shipping details provided by the customer, Marcel Celine is not responsible for reshipping, replacing, or refunding the order.

If a refund is approved in these circumstances, a $25 restocking fee may apply.

REFUNDS

Once your return has been received and inspected, approved refunds will be issued to the original payment method within 5-10 business days.

FRAUD PREVENTION

To protect our customers and prevent fraudulent activity, Marcel Celine reserves the right to cancel or hold orders that appear suspicious or cannot be verified.

Additional verification may be requested before dispatch for certain orders.

POLICY UPDATES

Marcel Celine reserves the right to amend this shipping and returns policy at any time without prior notice.