FAQ

Welcome to our help center.

Here you will find all the answers to frequently asked questions.

Orders & Deliveries

What are the delivery times?

Our delivery times are 6 to 10 business days, excluding weekends and public holidays. These times may vary depending on your delivery country.

How to track my order?

Once your order has been shipped, an email containing the tracking link will be sent to you.

If you have not received it, check your spam or contact us at support@ceralyss.com.

I have not received my order, what should I do?

If the deadlines are exceeded, contact our support with your order number so that we can investigate quickly.

Can I change my delivery address?

Yes, as long as your order has not been shipped. Contact us as soon as possible.

I wish to cancel my order

If your order has not yet been processed, you can request its cancellation by writing to support@ceralyss.com.

Payments & Security

What payment methods do you accept?

We accept bank cards (Visa, Mastercard, Amex), Apple Pay and Google Pay.

Is my payment secure?

Yes, all transactions are encrypted via SSL and comply with international security standards.

Products & Use

Are your products dermatologically tested?

Yes, all our products are tested in the laboratory.

Are your products cruelty-free and vegan?

Yes, our products are cruelty-free and vegan. You will find the information on each product sheet.

How to clean my accessories?

Use lukewarm water and mild soap. For sterile items, follow the cleaning instructions provided with the product.

Where to buy tips or accessories?

Directly on our website, at this address: ceralyss.com/products/tetes-steriles-de-micro-infusion

Other questions

I have not received a confirmation email

Check your spam folder. If you find nothing, contact us by email (support@ceralyss.com) with your name and order number.

How to contact customer service?

By email at support@ceralyss.com or directly via our chat at the bottom right of your screen.

Can I return a product?

Yes, contact our support for the steps to follow.

How does the refund work?

Once the product is received and checked, we proceed with the immediate refund.

Can't find the answer to your question? Our team will be happy to help you → Contact us.