Frequently Asked Questions

Shipping

🚨Please make sure that your shipping address is correct before you place your order.

How long will it take for my order to arrive?

While most orders ship the very next day, our pease allow 3 to 5 business days for processing.

 

During high-volume seasons, all orders will have an extended processing time of 5 to 10 business days.

 

If your order is delayed for any reason, we will email you 7 days after your order has been placed. Please check your email before you reach out to us.

 

Orders will be shipped via your selected shipping method at checkout, after the processing time has passed. However, express orders will be prioritized.

 

If there is an issue with your order or an extended delay we will contact you directly via email.

 

How can I change my shipping address?

Unfortunately, we cannot change a shipment destination after you’ve received a shipping notification.

 

If you have NOT received a shipping notification, please contact us immediately. and we will try to address your issue as quickly as possible.

 

My order still says it is waiting to be received by the carrier.

There are two common reasons why an order’s tracking says that it has not been received by the carrier.

 

1. The order may have been shipped, but due to the destination distance of the shipment, the first scan might not occur for a couple of days after you’ve been notified that the package has shipped and your initial issuance of the tracking number.

 

2. The order may have required additional processing time to complete the order.

 

Please allow up to 7 days for your tracking number to update before reaching out to us.

 

My order still says it is 'In Transit' for a number of days.

Orders will remain in 'In Transit' status until it reaches the next shipping hub.

 

Sometimes, due to circumstances that are out of our control, packages may not have an updated scan for a number of days.

 

If your package has remained 'In Transit' for 7+ days since the most recent tracking update, please reach out to us to further investigate your issue.

 

You can check the status of your order using our Account Portal.

I received a tracking number, but my address is wrong.

After your order has been issued a tracking number, we are not able to make any changes to your order or update your shipping address under any circumstances.

 

Cecilia's House LLC. is not liable for packages sent to the wrong address due to customer error.

 

Discounts

Can I combine or stack discounts?

Only one discount can be applied per transaction. Multiple discount codes cannot be combined for a single purchase.

 

Exclusive offers, promotions, or discounts may be provided individually and cannot be combined with codes.

 

Example:

 

If we offer 'Buy One Get One FREE site-wide', our '15% off Welcome' discount code cannot be used in combination with the 'BOGO FREE' offer. 

 

The 15% discount code will need to be used on a different purchase.

 

How can I claim a BOGO or bundle deal?

For an offer to be claimed, ALL ITEMS must be in your cart at the time of checkout. We will NOT add products to your package at the time of shipping or honor requests to ship items separately.

 

If you experience an issue at checkout please contact us immediately.

 

Example: 

  • If there is a bundle offer, all items must be in your cart at checkout.
  • If a 'Buy 1, Get 1 Free' offer exists, you must add 2 items to your cart to claim the offer.
  • If a 'Buy 2, Get 1 Free' offer exists, you must add 3 items to your cart to claim the offer.
  • These terms apply to all 'Buy X, Get X' offers of any amount.

 

What about free gifts with purchase?

Free gifts with purchase are complimentary products offered at $0.00. We reserve the right to change any gift, at any time, including the time of fulfillment. 

 

In addition to this:

  • If there is a FREE gift with purchase, with a limit of 1, we reserve the right to remove any additional items added to your cart over the limit of 1.
  • If there is a FREE gift with purchase, we reserve the right to change the gift to another free gift at any time.
  • Refunds are not available for FREE gifts as they are not products that have been purchased.

 

Pre-Orders

How long will it take for my pre-order item to ship?

Pre-orders are processed and shipped 6 - 8 weeks from your order date.

 

When will my pre-order item arrive?

To manage expectations, all expected delivery date timeframes will be clearly listed. While we aim to meet the shipping window, unforeseen circumstances may cause delays.

 

If there is an issue with your order or an extended delay, we will contact you directly via email.

 

Can I cancel or modify my pre-order item?

Once your pre-order is placed, cancellations, returns, exchanges, or modifications are not accepted.


Your order is considered final upon completion. No exceptions will be made. Please ensure you are confident in your purchase before proceeding with the pre-order.

 

If you are uncertain about the wait, please refrain from ordering. Avoid contacting us for order status; any delays or issues will be communicated promptly via provided contact details.

 

 

Account Help

How do I access my account?

You do not need a password to access your account. 

 

Simply enter the email address used to place your order at our Account Page, and we will send a one-time login code to your email. 

 

Use that code to securely access your account and track your orders.

I used multiple email addresses. Can I merge my accounts?

If you’ve placed orders using multiple email addresses and would like to merge them into one account, please contact us, and we’ll assist you in consolidating your order history.

 

What can I do in the Account Portal?

Once you're in, you’ll be able to:

  • Track all your items in one place
  • View your full order history
  • Stay updated even if you miss an email notification

It's the easiest way to keep tabs on your order from start to finish — no password or login required!

Help with My Order

How can I track my order?

To check your order status, visit our Account Page and log in with your email. You’ll see all your past and current orders along with their tracking details.

 

My order was lost, damaged or stolen.

If your order was lost, damaged or stolen please contact us immediately.

 

Please note that you must complete an affidavit certifying that your order was lost, damaged or stolen.

 

For orders that have been damaged, photographic proof of the order packaging and damaged product are required.

 

We are not able to honor claims brought to our attention more than 7 days from the date of delivery.

 

Can I exchange my order for something else?

We do not offer exchanges but we welcome you to return your item(s) by mail in accordance with our Return Policy and repurchasing any available item(s) on our site.