Buyers & sellers

Shipping & Delivery Policy

Responsibilities for processing times, tracking, combined shipping, customs and delivery problems.

Important This policy forms part of the Ceylona Terms of Use. Mandatory rights under applicable law take priority where they cannot be limited by contract.

1. Seller shipping settings

Sellers set processing times, origin, available destinations and delivery charges. Combined shipping may charge a first-item rate plus a lower additional-item rate. Free-shipping thresholds apply only where shown at checkout.

2. Dispatch and tracking

Sellers must dispatch to the address on the Ceylona order and should use suitable packaging. Tracking must be accurate and correspond to the order. Buyers should review the address before payment; address changes after dispatch may not be possible.

3. Delivery estimates

Estimates are not guarantees and may be affected by weekends, weather, remote locations, customs, courier disruption or peak periods. A seller remains responsible for dispatching within their stated processing time and assisting with reasonable delivery investigations.

4. International orders

The buyer is the importer unless stated otherwise. Buyers are responsible for destination restrictions, customs duties, import taxes and clearance charges. Sellers must describe contents and value truthfully and may not mark commercial orders as gifts to avoid charges.

5. Loss and damage

The seller should initiate courier claims when they purchased the label. Buyers must preserve packaging and provide requested evidence. Ceylona may consider tracking, delivery confirmation, communication and carrier findings when assisting with a dispute.