After fitting a new refill, twist it twice to the right so no air layer is left inside. If the piston at the base of the bottle stays down instead of rising, slide a thin pair of tweezers into the small hole underneath so the formula can reach the pump tube again. If that still does not work, write to our support team at contact@celimaxcare.com.

Every item carries its own expiry date printed on the packaging. Once opened, we recommend finishing it within one year.

Light and heat can affect the formula, so keep it in a cool spot away from direct sunlight.

These pads are made with houttuynia cordata extract, also called fishwort, which naturally carries a strong fishy note. Some people describe it as mould, disinfectant or a basement smell — it is simply the scent of the plant. There is nothing wrong with the product and it is perfectly safe to use.

Skin often goes through a short adjustment phase with a new product. Reactions in the first 1 to 10 days can simply be the skin purging impurities and settling in, so pause the product for a while and try it again once things calm down. Because skin reacts individually even to gentle cosmetics, if the problem returns when you restart, stop using it and contact our support team at contact@celimaxcare.com.

Orders over $30 ship free.

Unfortunately not. Orders placed as a guest before signing up, or spread across several accounts, are recorded as completely separate purchase histories and cannot be merged.

We do not offer international shipping at the moment.

Deliveries to military bases are not possible because of restrictions on the carrier's side.

An order confirmation goes out automatically to the contact details entered at checkout. If the message cannot be delivered by email, we send it by text instead. Please also check your spam folder, as filters sometimes block automated notifications.

When paying by bank transfer you can request the receipt at the bottom of the order form. If you forget, write to us at contact@celimaxcare.com within 3 days of payment and we will issue it for you.

We work with electronic tax invoices, and they can only be issued once the order status is complete. Invoices for the current month are issued together on the 10th of the following month, which is the deadline.

When a transfer is matched automatically you receive a confirmation message within 5 to 20 minutes. Keep in mind that if no payment is confirmed within 3 days of ordering, the order is cancelled automatically.

1) If no payment reaches us within three days of the order, the order is cancelled automatically.
2) If the transfer was made within 3 days but the payment details do not match, the automatic check fails and the order is cancelled after 3 days.

1) The sender name given at checkout is different from the name used for the transfer
2) The sender name matches but the amount is wrong
3) Two customers with the same name paid the same amount on the same day
4) The order was placed with a virtual account but paid into the main account

Send us a payment confirmation request at contact@celimaxcare.com and we will sort it out quickly. Please include the sender's name, a contact number and the amount paid so we can match it accurately.

Orders are dispatched every weekday at 11 a.m., excluding weekends and holidays. Pay before 11 a.m. and your order leaves the same day; pay after that and it goes out on the next business day.

Dispatch runs between 11 and 12, so a parcel can still go out if the system did not register the cancellation in that window. If this happens, get in touch with us at contact@celimaxcare.com.

Parcels usually arrive within 1 to 3 business days after dispatch. Delivery can take longer during promotions, when volumes spike, or if the carrier is on strike.

Shipping is a flat $3. There is no extra charge for remote areas.

You can follow it from My Page > Shipping Inquiry on our site, or enter the tracking number directly on the carrier's tracking page.

After dispatch the carrier has to scan the tracking number before the status changes from "preparing for delivery" to "in delivery". When volumes are high that scan can be delayed, so a parcel that already left our warehouse may not be trackable yet. In that case the status can still read "preparing for delivery" for a while.

Tracking details only appear once the carrier registers the waybill while moving the parcel. Depending on their workload the parcel may already be travelling while the scan is still pending, so the number can stay unsearchable for 1 to 2 days.

Orders leave daily at 11 a.m. and may be temporarily untraceable depending on when the carrier scans the waybill. Unless we tell you otherwise the parcel has shipped normally, so cancelling it at that point is not possible.

No dispatch takes place on weekends or public holidays.

If the order is still unpaid, edit the address yourself in My Page > Order Details. If payment is already done, send the new details to contact@celimaxcare.com before the 11 a.m. dispatch time.

Once a parcel has shipped, the delivery address can no longer be changed.

Log in and go to My Page > Order/Delivery Inquiry > Cancellation and Refund Request. Cancellation is only possible before the dispatch time; requests made afterwards are handled as returns.

If the replacement costs more, pay the difference when the courier collects the original item and we will send the new one out once it is confirmed. If it costs less, send us your bank details and we will refund the difference.

Request the exchange or return at contact@celimaxcare.com and we will arrange the pickup for you. A courier normally collects the parcel within 1 to 3 days of the request. If you prefer to ship it back yourself, write to us and we will send you the return address.

It takes around 5 to 7 business days on average: pickup request → collection by the courier → arrival at the courier depot → arrival at our distribution centre → inspection and dispatch of the replacement. Please allow time for the check before the new item goes out.

For a simple change of mind a return shipping fee of $6 applies (original shipping plus collection). Once we receive the payment we inspect the item and process the return or exchange. Note that if the box has been opened or the seal is damaged a return is not possible, and inspection plus redelivery can take 7 to 10 days.

If the product does not suit your skin and you no longer want to use it, let us know at contact@celimaxcare.com. As long as you contact us within 30 days of purchase we can take it back.

If you find a defect, send us your name, a contact number and a photo of the issue at contact@celimaxcare.com and we will take care of it right away.

We do our best to deliver quickly and safely, but delays can happen when the carrier is overloaded or on strike. If your parcel cannot reach you within 7 business days, you may return it free of charge.

Completing the cancellation on our side and having the card issuer process the refund can take 1 to 7 business days in total.

Refunds are only issued through the same method used for the payment.