FAQ

Welcome to Cellvue's FAQ. Here you'll find answers to some of the most common questions about our products, orders, payments, shipping, returns and customer service.

Orders

How do I place an order?

Simply select the product you would like to purchase, choose any available options and add it to your cart. Proceed to checkout, enter your delivery details and select your preferred payment method.

Once your order has been successfully placed, you will receive an order confirmation by email.

Can I change or cancel my order?

If you need to change or cancel an order, please contact us as soon as possible at support@cellvue.com.

We will make reasonable efforts to assist you before the order is processed or dispatched. However, we cannot guarantee that changes or cancellations will be possible once an order has been processed or dispatched.

Your rights under the Australian Consumer Law are not affected.

What happens if an item is out of stock?

If a product becomes unavailable after you place an order, we will contact you using the information provided with your order.

Where we are unable to fulfil your order, we will provide an appropriate resolution, including a refund where required.

Shipping & Delivery

Do you offer free shipping?

Yes. Cellvue offers free standard shipping throughout Australia.

How long does delivery take?

Our estimated delivery timeframe is 7-10 business days.

This consists of:

• Order processing: 1-2 business days
• Transit time: 6-8 business days
• Estimated total delivery time: 7-10 business days

Orders are processed Monday to Friday, excluding public holidays.

What is your order cut-off time?

Our order cut-off time is 5:00 PM AEST (GMT+10:00).

Orders placed after this time will generally be processed on the next business day.

Will I receive tracking information?

Yes. Once your order has been dispatched by our fulfilment partner, we will provide you with a tracking link so you can follow the progress of your delivery.

Please allow some time for tracking information to become active after dispatch.

Will my order be delivered to my door or mailbox?

We aim to deliver orders directly to your door or mailbox whenever possible.

If direct delivery is not possible, the carrier may redirect your order to the nearest available collection point or service location.

The final delivery method is determined by the shipping carrier based on the delivery address and local delivery conditions.

Can I change my delivery address after placing an order?

Please contact us as soon as possible if you notice that your delivery address is incorrect.

We will make reasonable efforts to assist before your order is dispatched, but we cannot guarantee that changes will be possible once an order has been processed or dispatched.

Please always check your delivery address carefully when reviewing your order confirmation.

What if my package is delayed, lost or damaged?

If your order is significantly delayed, appears to be lost or arrives damaged, please contact support@cellvue.com with your order number and tracking information.

If your package arrives damaged, photographs of the package and product may help us assess the issue more quickly.

Your rights under the Australian Consumer Law are not affected.

What happens if my parcel is returned to you?

A parcel may be returned if it is not collected, the delivery address is incorrect or incomplete, or delivery cannot be completed due to circumstances attributable to the customer.

If you request redelivery in these circumstances, a AUD $30 shipping and handling fee may apply.

The fee will not apply where the issue was caused by Cellvue or the carrier, or where you are otherwise entitled to a remedy under applicable law.

Payments

What payment methods do you accept?

We currently accept:

• American Express
• Apple Pay
• Google Pay
• Mastercard
• Maestro
• Shop Pay
• UnionPay
• Visa

Available payment methods may vary depending on your device, browser and location.

What currency are your prices displayed in?

All prices on Cellvue.com are displayed in Australian Dollars (AUD) unless otherwise stated.

Is payment secure?

Yes. Payments are processed securely through our payment service providers.

Cellvue does not have access to your full payment card details.

Why was my payment declined?

A payment may be declined for several reasons, including issues with your payment method or payment authorisation.

If your payment cannot be authorised, your order may not be processed until a valid payment method has been provided.

Please check that your billing and payment information is correct.

Returns & Refunds

Do you offer returns?

Yes. Cellvue offers a 30-day change-of-mind return policy for eligible products.

The 30-day period begins from the date your order was delivered.

This voluntary return policy is separate from your rights under the Australian Consumer Law.

Who pays for return shipping?

For an eligible change-of-mind return, the customer is responsible for the return shipping costs.

Cellvue does not provide prepaid return labels for change-of-mind returns.

Different rules may apply where a product is faulty, damaged, incorrect or otherwise covered by the Australian Consumer Law.

What condition does an item need to be in for a change-of-mind return?

Generally, the product must:

• Be unused and in its original condition
• Be suitable for resale
• Include its original packaging where applicable
• Not have been damaged, altered or excessively used after delivery

Certain products may also be excluded from change-of-mind returns for health, hygiene or other applicable reasons.

How do I request a return?

Before sending anything back, contact us at:

support@cellvue.com

Please provide your:

• Order number
• Full name
• Reason for the return
• Relevant photographs or other information, where applicable

Our customer service team will then provide the appropriate return instructions.

Please do not send a return to our registered business address unless specifically instructed to do so.

How long does a refund take?

Once your return has been received and inspected, we will assess whether it meets the applicable return requirements.

For an approved change-of-mind return, our normal processing time is 10–14 business days from the date the returned product is received.

Refunds are generally issued to the original payment method.

Your bank or payment provider may require additional time before the funds become available.

Do you offer exchanges?

We do not offer direct exchanges for change-of-mind returns.

If you would like a different product, size, colour or variant, you can return the original product in accordance with our Return Policy and place a new order.

What if my product is faulty or damaged?

If you receive a product that is faulty, damaged, incorrect or otherwise does not meet an applicable consumer guarantee, please contact us at support@cellvue.com.

Depending on the circumstances, you may be entitled to a repair, replacement or refund under the Australian Consumer Law.

Australian Consumer Law

What are my rights under Australian Consumer Law?

Australian Consumer Law provides consumers with automatic consumer guarantees when purchasing eligible goods.

These rights cannot be excluded, restricted or reduced by our policies.

Depending on the circumstances, your rights may include a repair, replacement or refund.

What is a major failure?

A major failure is a problem with a product that meets the definition of a major failure under the Australian Consumer Law.

Examples can include where:

• A reasonable consumer would not have purchased the product if they had known about the problem
• The product is significantly different from its description
• The product is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time
• The product is unsafe

Where a major failure applies, you generally have the right to choose between a refund or replacement.

What is a minor failure?

A minor failure is a product problem that does not amount to a major failure.

In these circumstances, Cellvue will generally have the opportunity to repair or otherwise resolve the problem within a reasonable time.

If the problem cannot be resolved within a reasonable time, you may have further rights under the Australian Consumer Law, including a refund or replacement where applicable.

Privacy & Personal Information

How does Cellvue use my personal information?

We may use your information to:

• Process and fulfil your orders
• Process payments and refunds
• Arrange delivery
• Provide customer support
• Process returns
• Communicate with you about your order
• Improve our website and services
• Prevent fraud and misuse
• Analyse website performance
• Conduct marketing where permitted
• Comply with legal requirements

For more information, please see our Privacy Policy.

Does Cellvue store my credit card details?

Payment information is handled by the relevant payment provider.

Cellvue does not have access to your full payment card details.

Do you use cookies?

Yes. We may use cookies, pixels, tags and similar technologies to operate our website, remember preferences, analyse traffic, measure conversions and support advertising and remarketing.

You can manage certain cookie settings through your browser or available cookie controls.

Do you share my information with other companies?

We may share personal information with service providers that help us operate our business, such as payment processors, shipping providers, Shopify, customer service providers, analytics providers and advertising providers.

We may also disclose information where required or permitted by law.

We do not sell personal information as a standalone product.

Customer Service

How can I contact Cellvue?

You can contact us at:

Email: support@cellvue.com
Phone: +61 468 147 257

Customer Service Hours

Monday to Friday: 9:00 AM - 6:00 PM Sydney Time
Saturday and Sunday: Closed

We aim to respond to enquiries within one business day.

Where is Cellvue based?

Cellvue is operated by:

ECOMVA LTD
Company Number: 17080139
Registered address: 27 Swanton Road, Dereham, Norfolk NR19 2HH, United Kingdom

Email: support@cellvue.com
Phone: +61 468 147 257
Customer service hours: Monday to Friday, 9:00 AM - 6:00 PM (Sydney Time). Saturday and Sunday: closed.