Last updated: 17 May 2026
Frequently Asked Questions
1. How can I contact CIELOR?
You can contact us by email:
General inquiries:
contact@cielor.lu
Order support:
orders@cielor.lu
Returns & exchanges:
returns@cielor.lu
For faster support, please include your order number when contacting us about an existing purchase.
2. Where is CIELOR based?
CIELOR is based in Luxembourg.
Business address:
CIELOR
99 Avenue de la Liberté
L-1930 Luxembourg
3. Which countries do you ship to?
CIELOR currently serves customers in Europe.
Delivery availability may vary depending on the destination country, product availability, carrier coverage, and supplier fulfillment options.
4. How long does delivery take?
Estimated delivery time is usually 3 to 7 business days after dispatch, depending on the destination, carrier, and product availability.
Processing time and delivery time are separate. Most orders are prepared within 1 to 3 business days.
5. How much does shipping cost?
Shipping costs are calculated at checkout before payment.
The final shipping cost may depend on the delivery country, order value, product type, and available carrier options.
6. How can I track my order?
When tracking is available, you will receive a shipping confirmation email with tracking details after your order has been dispatched.
Please allow some time for tracking information to update after the carrier receives the parcel.
7. Can I change my delivery address after placing an order?
If you need to correct your delivery address, contact us immediately at:
orders@cielor.lu
We cannot guarantee address changes after an order has been processed or dispatched.
8. Can I return an item?
If you are a consumer shopping online from the European Union, you generally have the right to withdraw from your purchase within 14 calendar days of receiving your order, subject to return eligibility conditions.
For full details, please read our Returns & Refunds Policy.
9. How do I request a return?
Contact us at:
returns@cielor.lu
Please include:
– your full name
– your order number
– the item you wish to return
– the reason, if you would like to provide one
– photos if the item is damaged, incorrect, or defective
Do not send items back before contacting us.
10. Are return shipping costs free?
Unless the item is defective, damaged, or incorrect, customers are generally responsible for return shipping costs.
If the return is due to an error by CIELOR, we will review the case and confirm the appropriate return solution.
11. What should I do if my item arrives damaged?
If your package or item arrives damaged, contact us as soon as possible at:
returns@cielor.lu
Please include your order number and clear photos of the item, packaging, and shipping label if relevant.
12. Can I exchange an item?
Exchanges depend on product availability.
If you need a different size, color, or item, contact:
returns@cielor.lu
If the requested item is unavailable, we may offer a return and refund instead.
13. Which payment methods are available?
Available payment methods are displayed at checkout.
CIELOR uses secure third-party payment providers and does not store full card details.
14. Do I need an account to place an order?
You may be able to place an order as a guest or with an account depending on the checkout options available at the time of purchase.
Creating an account can help you manage order details more easily.
15. How do I choose the right size?
Please check the Size Guide before placing your order.
If you are unsure, contact us at:
contact@cielor.lu
16. Are product colors always exact?
We aim to display product colors as accurately as possible.
However, colors may vary slightly depending on screen settings, photography, lighting, and product materials.
17. What if an item becomes unavailable after I order?
If an item becomes unavailable after your order is placed, we will contact you by email with the available options.
18. Who should I contact for partnership or general questions?
For general questions, partnerships, or non-order inquiries, contact:
contact@cielor.lu