Frequently Asked Questions
Materials & Care
Do you responsibly source metals and gemstones?
Yes, we do! We only use recycled gold, and we source our materials through longtime partners who are approved through the Kimberley Process. Our suppliers only work with conflict-free diamonds, and we offer lab-grown diamonds as well.
What gemstones do you put into your jewelry?
We frequently work with diamonds, sapphires, lab-grown diamonds and sapphires, morganite, amethyst, emerald, ruby, and fancy color diamonds, but there are many more options available to us.
What is your 100% satisfaction guarantee?
We will only deliver you a finished product that we are proud of. We work closely with our partners throughout the process and require your approval at every step so we are all on the same page and you are satisfied with our designs and quality. If for any reason you are displeased with your jewelry piece when you receive it, let us know and we will replace it at no extra cost.
How do I care for my jewelry?
We have a full [jewelry care guide] with specific information to keep your jewelry clean and maintained.
What is plated gold?
Gold plating is a process where a thin layer of gold is bonded to a base metal, such as stainless steel or brass, to give the piece the appearance of solid gold. At Celesta Haus, we use 14-18k gold-plated stainless steel, which offers exceptional durability, tarnish resistance, and waterproof properties. This ensures that our jewelry maintains its luxurious shine while remaining affordable and long-lasting.
Does plated gold tarnish?
Gold-plated jewelry can tarnish over time, especially if exposed to moisture, chemicals, or frequent wear. However, at Celesta Haus, our pieces are crafted with high-quality stainless steel and 14-18k gold plating, making them tarnish-resistant, waterproof, and highly durable. With proper care—such as avoiding harsh chemicals and storing your jewelry correctly—our gold-plated pieces will maintain their brilliance for years.
How should I store my jewelry?
To keep your Celesta Haus jewelry in pristine condition, store it in a dry, cool place, away from direct sunlight and moisture. We recommend keeping your pieces in a soft pouch or a lined jewelry box to prevent scratches and tangling. Avoid storing jewelry in humid environments like bathrooms. Proper storage ensures your jewelry remains brilliant and long-lasting.
Shipping & Ordering
Where does Celesta Haus ship?
Celesta Haus currently ships within the United States. We are working on expanding our shipping options in the future, so stay tuned for updates!
When will my order ship?
Orders from Celesta Haus are typically processed and shipped within 1-3 business days. Once your order has shipped, you will receive a confirmation email with tracking details. Please note that shipping times may vary based on your location and the shipping method selected at checkout.
How much does it cost to ship?
Celesta Haus offers free standard shipping on all orders over $40 within the United States. Expedited shipping options are available at an additional cost, which will be calculated at checkout based on your location and selected shipping speed.
How do I track my order?
Once your order has shipped, you will receive a confirmation email with a tracking number. You can use this tracking number to monitor the status of your shipment through the carrier’s website. If you do not receive a tracking email, please check your spam folder or contact our support team for assistance.
What if I want to cancel or change my order?
If you need to cancel or modify your order, please contact us as soon as possible. We process orders quickly, so changes or cancellations can only be accommodated if your order has not yet been shipped. Once an order has been processed and shipped, it cannot be canceled, but you may be eligible for a return or exchange. Please reach out to our support team for assistance.
What do if I think my package is lost?
If your package hasn't arrived within the expected delivery timeframe, follow these steps:
- Check your tracking number – Use the tracking link in your shipping confirmation email to see the latest status.
- Look around your delivery area – Sometimes carriers leave packages in secure locations or with neighbors.
- Wait an extra day – Shipping delays can happen due to weather, holidays, or carrier issues.
- Contact the carrier – If your package is marked as delivered but you haven’t received it, reach out to the shipping provider for more details.
- Reach out to us – If you still can’t locate your package, contact our support team, and we’ll assist you in filing a claim or finding a solution.
Returns & Exchanges
What's your return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@celestahaus.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contact@celestahaus.com.
How do I return an item?
To return an item, follow these steps:
Contact Us – Email our support team with your order number and reason for the return. We’ll confirm if your item is eligible for a return or exchange.
Pack Your Item – Ensure the jewelry is unworn, in its original condition, and includes all packaging.
Ship It Back – Once your return is approved, we’ll provide instructions on where to send your package. Customers are responsible for return shipping unless the item is defective or incorrect.
Receive Your Refund or Exchange – Once we receive and inspect your return, we’ll process your refund or exchange within a few business days.
If you have any questions, feel free to reach out to our support team!
What is your exchange policy?
We accept exchanges within 30 days of delivery if your Celesta Haus jewelry is unworn, in its original condition, and includes all packaging.
Exchanges are only available for the same item in a different size or style of equal value.
Custom or final sale items cannot be exchanged.
Customers are responsible for return shipping costs unless the item is defective or incorrect.
To initiate an exchange, please contact our support team with your order details, and we’ll guide you through the process.
Do your products have a warranty?
We stand behind the craftsmanship of Célesta Haus jewelry. That’s why we offer a 100-day replacement warranty on all of our pieces—starting from the day you receive your order.
If your jewelry experiences any stone loss, discoloration, material defects, or significant wear within this period, we will repair or replace it to ensure your satisfaction. Learn More
Payments
What kind of payments do you except?
Celesta Haus accepts all major credit and debit cards, including Visa, Mastercard, American Express, and Discover. We also offer secure payment options such as PayPal, Apple Pay, Google Pay, and Shop Pay for a fast and convenient checkout experience.
At this time, we do not accept cash, checks, or money orders. If you have any payment-related questions, feel free to contact our support team!
Is my payment information safe?
Yes! At Celesta Haus, we prioritize your security and privacy. All payments are processed through secure, encrypted payment gateways, ensuring your information is protected. We do not store or have access to your credit card details.
Additionally, our website uses SSL encryption to safeguard all transactions. If you have any concerns about payment security, feel free to contact our support team.
Why has my card been declined?
If your card has been declined, here are some common reasons and solutions:
Incorrect Card Details – Double-check that your card number, expiration date, CVV, and billing address are entered correctly.
Insufficient Funds – Ensure your account has enough funds to cover the purchase.
Bank Restrictions – Some banks block transactions for security reasons. Contact your bank to verify the charge.
Expired or Blocked Card – Make sure your card is valid and not expired. If your card was flagged for unusual activity, your bank may have temporarily blocked it.
Payment Processor Issues – Occasionally, payment gateways may experience technical issues. Try using a different card or payment method like PayPal, Apple Pay, or Google Pay.
If you’re still having trouble, please contact your bank or reach out to our support team for assistance.