ORDER INFORMATION
Delivery & returns
Check delivery options and general returns information.
Read delivery informationORDER HELP
Help with an existing order
Find the next step for tracking, a late delivery, damaged goods or something missing from your order. Keep your order number handy so we can help with the right purchase.
FIND YOUR NEXT STEP
What do you need help with?
ORDER SUPPORT
Choose the issue below
This is a help guide, not a live order-tracking tool. For order-specific information, use your order email or contact the CelloBag team.
Where can I track my order?
Start with your order confirmation and dispatch emails. Use the order-status or tracking link supplied for that order. Tracking is added when available.
Check your spam or junk folder if you cannot find the email. If you still need help, contact us with the order number and the email address used at checkout.
My order is late
Check the delivery service on your order and any estimate or carrier update supplied. Review the latest tracking information where available.
If the expected delivery window has passed, or an update is unclear, contact CelloBag so we can investigate. You do not need to resolve the issue with the carrier before asking us for help.
Tracking is not updating or says delivered
A tracking status does not always explain what has happened to a parcel. Check any delivery note, nominated safe place or other delivery information supplied with the tracking.
If tracking says delivered but you cannot locate the parcel, or it has stopped updating and you are concerned, contact us. Tell us the latest status and when it appeared.
My order arrived damaged
Contact us with your order number and a description of the damage. Keep the goods and packaging while we look into it; photographs can be helpful if available.
You can email photographs to contact@cellobag.co.uk. Do not include payment-card details. We will discuss the appropriate resolution with you.
I received the wrong item
Tell us what you ordered and what you received, including the size and pack quantity. A photograph of the pack label can help identify the issue.
Contact us before returning anything so we can provide the appropriate instructions. Do not use an address printed on the parcel as a return address without checking with us.
An item or part of my order is missing
Compare what arrived with your order confirmation, including the selected bag sizes and pack quantities. Check whether your dispatch information shows more than one parcel.
Contact us with the missing item, quantity and order number. We will investigate; do not assume a missing item is coming separately unless your order information confirms it.
Can I change or cancel my order?
Contact us as soon as possible with the order number and the change you need. Fulfilment can begin quickly, so a change or cancellation cannot always be guaranteed once processing has started.
If the order has already progressed, we can explain the available next steps. See our Delivery & Returns information and Returns Policy.
I need to return an order or ask about a refund
Read the Returns Policy for the applicable terms and contact us with your order details. This guide does not replace those terms.
For a refund already being handled, refer to the latest confirmation and contact us if you need clarification. We do not show live refund progress on this page.
RELATED HELP
Looking for something else?
PRODUCT QUESTIONS
Frequently asked questions
Get answers about the bags, pack options and ordering.
View FAQsFIT GUIDANCE
Choosing a size
Compare the eight usable internal sizes before placing another order.
View Size GuideStill need help with your order?
Send us your order details and a brief message. The CelloBag team is your point of contact.