Last updated: 17 May 2026
At CIELOR, we aim to provide a clear, reliable, and carefully managed delivery experience. This Shipping Policy explains how orders are processed, shipped, tracked, and supported.
1. Order Processing
Orders are processed from Monday to Friday, excluding weekends and public holidays.
After placing an order, you will receive an order confirmation email. This confirms that your order has been received successfully.
Once your order has been prepared and shipped, you will receive a shipping confirmation email. When tracking is available, this email will include a tracking link or tracking number.
Please note that order processing and shipping are separate stages. Processing time begins after your order has been confirmed and payment has been accepted.
2. Processing Time
Most orders are prepared for shipment within 1 to 3 business days.
Processing times may be longer during promotional periods, seasonal peaks, supplier delays, stock verification, public holidays, or exceptional operational circumstances.
If an item becomes unavailable after your order is placed, we will contact you by email with the available options.
3. Estimated Delivery Time
Estimated delivery time is usually 3 to 7 business days after dispatch, depending on the delivery destination, carrier, and product availability.
Delivery estimates are provided for guidance only and are not guaranteed. External factors such as carrier delays, customs processing, weather conditions, local holidays, or high delivery volume may affect the final delivery date.
4. Shipping Costs
Shipping costs are calculated at checkout before payment.
The final shipping cost may depend on:
– the delivery country
– the delivery method available
– the order value
– the product type
– the carrier or supplier handling the shipment
Any available shipping options will be displayed before you complete your order.
5. Delivery Area
CIELOR currently serves customers in Europe.
Delivery availability may vary depending on the destination country, carrier coverage, product availability, and supplier fulfillment options.
If delivery to your country is not available at checkout, the order cannot be completed for that destination at this time.
6. Tracking Your Order
When tracking is available, you will receive tracking details by email after your order has been dispatched.
Please allow some time for the tracking link to update after receiving your shipping confirmation. In some cases, tracking information may only become active once the carrier has scanned the parcel.
If your tracking has not updated for several business days, please contact us at:
orders@cielor.lu
Please include your order number so we can assist you faster.
7. Multiple Shipments
Some orders may be shipped in more than one parcel, especially if products are fulfilled from different locations or suppliers.
In this case, you may receive more than one shipping confirmation email and more than one tracking number.
You will not be charged extra shipping fees after checkout unless a delivery issue is caused by an incorrect or incomplete address provided by the customer.
8. Incorrect or Incomplete Delivery Address
Customers are responsible for providing a complete and accurate delivery address at checkout.
Please check your shipping details carefully before placing your order.
CIELOR cannot guarantee delivery if the address provided is incomplete, incorrect, or missing important information such as apartment number, building code, postcode, or phone/contact details where required by the carrier.
If a parcel is returned or delayed because of an incorrect or incomplete address, additional shipping fees may apply.
9. Failed Delivery Attempts
If a carrier attempts delivery and the parcel cannot be delivered, the parcel may be held at a pickup point, returned to sender, or delayed.
Customers are responsible for following carrier instructions and collecting parcels within the required timeframe when applicable.
If a parcel is returned because it was not collected or because delivery attempts failed, additional shipping fees may apply to resend the order.
10. Delayed Parcels
We do our best to ensure orders are shipped on time, but delivery delays may occur.
Common reasons for delays include:
– carrier delays
– customs or border processing
– public holidays
– weather disruptions
– incorrect address details
– high seasonal demand
– supplier or fulfillment delays
If your parcel is significantly delayed, contact us at:
orders@cielor.lu
Please include your order number and tracking number if available.
11. Lost Parcels
If your tracking shows no movement for an unusual period or your parcel appears to be lost, contact us so we can review the case with the carrier or fulfillment partner.
Each case will be reviewed individually. We may ask for additional information before confirming the next steps.
12. Damaged Package on Delivery
If your package arrives visibly damaged, please take clear photos of:
– the outer packaging
– the shipping label
– the damaged area
– the product condition
– any internal packaging
Then contact us as soon as possible at:
orders@cielor.lu
Please include your order number and photos so we can review the issue.
13. Customs, Duties, and Import Taxes
For deliveries outside Luxembourg or outside the European Union, customs duties, import taxes, or additional local charges may apply.
These charges are determined by the destination country and are the responsibility of the customer unless stated otherwise at checkout.
CIELOR is not responsible for delays caused by customs procedures or local import controls.
14. Refused Deliveries
If a delivery is refused by the customer or not accepted for reasons unrelated to CIELOR, the parcel may be returned to sender.
In such cases, shipping fees, return costs, carrier charges, customs charges, or administrative costs may be deducted from any eligible refund.
15. Order Changes After Purchase
If you need to correct your shipping address or order details, contact us immediately at:
orders@cielor.lu
We cannot guarantee changes after an order has been processed or dispatched.
16. Contact
For questions about shipping, tracking, delivery delays, or delivery issues, contact:
CIELOR
99 Avenue de la Liberté
L-1930 Luxembourg
Order support:
orders@cielor.lu
General inquiries:
contact@cielor.lu