Frequently Asked Questions

Shipping

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Discounts

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Pre-Orders

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Account Help

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Help With My Order

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Back-In-Stock Notifications

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, please 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

🚨 Disclaimer:
Pre-orders secure your order ahead of a drop. Please do not order a pre-order item unless you are 100% sure that you are comfortable with the stated wait time. We are committed to delivering your pre-order items promptly and keeping you informed every step of the way.

If I don’t order during a pre-order, will I still have a chance to purchase?

We cannot guarantee that you’ll be able to purchase after the pre-order period ends. Many of our pre-order items are limited edition and may sell out before they reach general release.

How long will it take to ship?

Each pre-order will clearly list its estimated ship date on the product page and in the product title. If no specific date is listed, all pre-orders are typically processed and shipped within 6–8 weeks of your order date. 

 

While we always aim to ship before the stated window, unforeseen circumstances may cause delays. If there’s an extended delay or issue with your order, we’ll contact you directly via email.

Is there a limit to how many I can order during pre-orders?

It depends on the product. Some pre-orders are limited to incoming inventory, while others are made-to-order—meaning we’ll produce exactly what’s purchased. Any quantity limits will always be listed on the product page before checkout.

 

Can I combine pre-orders with in-stock items in the same checkout?

If different items in your order have different pre-order dates, your order will ship at the latest ship date.

 

We don’t recommend mixing pre-orders with in-stock items in one checkout. If you do, your entire order will ship once all items are ready.

 

To receive in-stock items sooner, please place separate orders.

Are pre-orders refundable or final sale?

All pre-orders are final sale and cannot be canceled, refunded, or exchanged once placed.
Please ensure you are confident in your purchase before proceeding with a pre-order.
If you are uncertain about the wait, please refrain from ordering a pre-order item.

When exactly do pre-orders open and close?

Pre-order dates are announced in advance via email, SMS, and our Facebook Group. Each pre-order will include clear open and close times so you’ll know exactly when to secure your spot.

Can I use AfterPay or other payment plans for pre-orders?

Absolutely! You can check out using AfterPay, Shop Pay, or Klarna when placing a pre-order.

Need an update on your order?

Please avoid contacting us for order status updates. Any delays or issues will be communicated promptly using the contact details you provided at checkout or in our Facebook Group.

What if I need to change my shipping address for my pre-order?

If you move or need to update your shipping address after placing a pre-order, please email our team immediately at support@ceciliashouse.com with your order number and new address.


Address changes can only be made before your order has shipped. Once your order is in transit, we cannot guarantee rerouting.

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.

 

Can I cancel or modify my order?

Orders can only be canceled or modified within 15 minutes after purchase.

Back-In-Stock Notifications

How do I sign up for a restock alert?

On the sold-out product page, click “Notify Me" under the SOLD OUT button. Enter your mobile number and submit.

Can I sign up for alerts on multiple products?

Yes. Alerts are product-specific. Sign up on each product page for alerts.

Does signing up guarantee I’ll get the item?

No. Alerts do not reserve inventory. It’s first-come, first-served once the alert goes out.

How quickly will I be notified after a restock?

Notifications are sent automatically within minutes of inventory going live.

I got an alert, but it was sold out when I clicked. What happened?

Popular items can sell out fast. Add to cart ≠ reserved. If you missed it, sign up again—we do rolling restocks.

Will I get more than one alert?

You’ll receive one alert per sign-up per product. If it sells out again, re-subscribe.