Please view the FAQ’s below, where you may find immediate guidance, prior to contacting directly at the following Cell Contact location:
Orders: How do I place an order?
Explore SellCell, find the item you’d like to purchase through either our product filters, categories page or page sort options. Add the chosen item to the cart, continue to browse and shop for other items or go straight through to the checkout process. We ship to most countries – if you notice we don’t ship to your location, Contact the Sales team through the drop down ‘Cell Contact’ header and use the ‘Sales | Promotions Contact Form’. After you’ve done that we’ll add on the shipping costs. If you are outside the EU or in doubt as to the shipping cost contact the Sales team through the drop down ‘Cell Contact’ header and use the ‘Sales | Promotions Contact Form’. When you’ve entered your payment information and reviewed the order you’ll have a unique artist’s ‘Original’ heading out to you. We will only ship to the address registered with your choice of payment.
How Secure is your website?
Our website is PCI compliant, this means we do not store any payment information, and all the channels we use to process payments are completely secure.
What do I do if there is a problem with my order?
You can contact Cell Support using the ‘Cell Support Contact Form’ in Cell Contact. Please include your invoice number reference and delivery address details within the contact box and the Cell Team will do all they can to help correct the problem.
What payment methods do you accept?
Initially we accept payment with PayPal with your nominated card and Direct BACS Bank Payment with associated registered address. Our banking details can be found on our invoice. If you wish to choose direct bank payments, ensure you include your order / invoice reference number against the payment and send a confirmation email that payment has been made using the Sales Contact Box (via Cell Contact , see links located above or below) stating order number and invoice number reference. Payment facilities on Visa, Visa Electron, Maestro, MasterCard will follow.
Can I pay for my order using a Gift card?
We plan on providing this facility in the near future. It is likely the gift card scheme will have a number on it and that number will need to be added to the discount box in the checkout when you’ve decided what you’ll like. It will then deduct the amount from the order total.
Can I cancel my order or any item from my order?
You can cancel your order on the same day or before you receive a processing email. If you fail to do so, the item(s) will be dispatched and then they will need to be returned at your cost. To cancel your order send us a message using the Sales Contact Box (via Cell Contact , see links located above or below) with the subject clearly showing your cancellation request.
Can I add an item to my order after I have placed it?
We are sorry to say no. However, if you make a new order on the same day and then contact us using the Sales Contact Box (via Cell Contact , see links located above or below) we’ll look into this for you and see if we can reduce the shipping cost for you and refund any difference.
Why has my card been declined?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure that in the ‘billing address’ section, the address to which your bank statements are sent is entered here. For full details of why the payment was declined, please contact your card issuer.
I have a question about an overseas order.
We are always very happy to see our Unique products venture across the Globe and would be glad to help you. Please send your question using the Cell Support Contact Box (via Cell Contact , see links located above or below) with ‘Destination’ shown in subject heading; include your full address and postal Area / Zip code / Country and we will try and respond within 2-3 days. Please confirm which products you would like to purchase so we have a clear understanding of the items to ship and their weights.
An item is out of stock, how do I find out if it will be back in stock soon?
Please send an email explaining what you are interested in using the Cell Support Sales Contact Box (via Cell Contact , see links located above or below) and you will be informed if or when it will be back in stock.
I have received an item I did not order.
Occasionally we add a gift to your purchase. But if you receive a product that is the same type, but a different design, then we could have mistakenly sent you the wrong item. It could happen! Please do not worry, we’ll fix the error. Please use the Cell Support Contact Box (via Cell Contact located above or below) so we can remedy the mistake.
Where is my order?
Sometimes items do go astray or take a little longer to arrive. We want you to get the item within 2-3 days (UK); subject to your geographical location it could take a little longer, but sometimes the item may not be immediately in stock and we will produce it upon receiving your order. This is usually actioned within 2 days of receiving your order and payment. Please allow a minimum of 7-10 working days for the item to ‘show itself’, but if it does not, please contact us using the Cell Support Contact Box (via Cell Contact , see links located above or below) including your invoice number in the subject heading and we’ll look into it for you. In the meantime we are working at developing our website to have tracking information for you to see.
Can I track my order?
We’re working at developing our website to have tracking information for you to see. But at the moment please contact us using the Cell Support Contact Box (via Cell Contact , see links located above or below) and we’ll look into it for you.
How long will it take for my order to arrive?
We aim to retain your goodwill and see you more than once, so the answer is ‘pretty pronto!’ The majority of items are hand finished using specialist illustration application processes and providing they are in stock, we aim to have most items dispatched the same day if ordered before 11am (orders made after 11am or over a weekend/public holiday will be processed the next working day). As we continue to evolve and build the range, most item components should be in stock but some may require additional processing time due to chosen size or selected illustration / design. Some items prove more popular than others and this may be a cause for a slight delay. These items are bespoke and from the artists original artwork so they are made special by the Team @ SellCell and sometimes specifically for your order. If you are unduly concerned that your design may be overdue, then please do contact us using the Cell Support Contact Box (via Cell Contact , see links located above or below) and we will look into it for you. Our aim is retain your good will as a Cell Member and welcome you back more than once to SellCell.
Why do I need to register an account before I can order?
What happens if I forget my password?
Please go to My Account and reset your password. This should be easy to achieve, but if you require assistance, please contact our customer services using the Cell Support Contact Box (via Cell Contact located above or below)
Returns and Refunds. What is your returns policy?
RETURN INSTRUCTIONS Refunds and exchanges are only issued for items returned to us within 14 days.
To request a refund or exchange please first contact using the Cell Support Contact Box (via Cell Contact located above or below) stating your Name, Address, Order number and reason for the requested return/exchange.
Please note: We’re unable to action any request unless you have emailed us with full details first to let us know. Once we have received your email, we will then contact you with our returns address and further instructions. All items returned to us must be unused (this includes being washed or worn) and have all the original packaging and labels intact /attached. Any items that fail to meet these criteria may be denied a refund. The cost of returning the item to us is your responsibility and ensuring that it arrives safely with us; we recommend that you send it First Class Recorded. We will only be able to refund lost parcels providing they meet the criteria with this form of postage.
Please note: We will only refund the original shipping charges if the return is made within 7 days and the returned product matches the criteria outlined above.
EXCHANGES Please allow for 7-10 working days from when we have received your item, for us to process an exchange. We will charge additional postage and packaging on all exchanges. You will notified by email on the best way to pay this. Delivery times will remain the same as what we originally stated for each particular item. In cases where the desired item for exchange is not possible we will notify you and issue you a refund unless you request another item of the same value. If you have received an item in error, that does not match the description of the item you ordered, we will replace this item once we have received the wrong item back with us. We will cover the cost of the return shipping.
I returned my order, how long will it take for a refund or exchange to take place?
When we receive the item back, we will process the refund / exchange within between 1-7 days , once the returned item meets the returns/ refund criteria. Please ensure you send things back recorded so you know if they’ve arrived with us or not.
Will my postage be refunded if the item was faulty?
Yes. Contacts For all enquiries: using the Cell Support Contact Box (via Cell Contact located above or below).