Cellublue Help Centre
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Tell us about your situation:
Corsica, the French overseas territories, Switzerland and some areas take longer, as do busy periods (sales, Black Friday, French Days).
The charges depend on the zone (France, Corsica, international, etc.), the method (pick-up point or home), the option (standard or express) and your basket total.
In mainland France, delivery to a pick-up point is free on orders from €50; other zones and methods have their own thresholds and prices.
Yes, we deliver to several countries. Charges and times vary by destination; customs charges may apply outside the European Union.
As soon as your order is dispatched, you receive an email with your tracking link (remember to check your junk folder). You can also track your parcel at any time with your order number and your postcode, without an account.
The tracking shows everything the carrier tells us: it is the most complete and most up-to-date source.
Tracking only activates after the carrier's first scan, usually 24 to 48 hours after dispatch. Until then, the status may stay frozen: that's normal.
A parcel can also go 2 to 3 days without a new scan between two sorting hubs, especially at busy times.
"Being processed" means your order is being prepared in our warehouse: allow 24 to 48 working hours before dispatch (longer during sales or special promotions).
You'll receive an email with the tracking link as soon as it is handed to the carrier.
Start with the tracking: the carrier publishes the most recent information there. Within France, allow 3 to 5 working days after dispatch (up to 10 working days internationally).
Tracking has not moved for several days? From your tracking page, a button lets you report it to us in one click: we then chase the carrier for you, with nothing more for you to do.
Carrier scans are not in real time: a parcel can go several days without a new scan between two sorting centres, especially at busy times. The vast majority of parcels then move on as normal.
If the tracking has not moved for several days, you can report it to us in one click from your tracking page: we'll chase the carrier for you. Nothing else to do at your end — we're keeping an eye on your parcel.
Your parcel is kept for 7 days at the pick-up point or locker (the carrier usually sends a reminder around the 4th day). After that, it automatically goes back to our warehouse and reshipment charges may apply: collect it as soon as you can.
The collection deadline is shown on your tracking page. Photo ID is required when you collect it.
Tell us about your situation:
The "delivered" scan sometimes comes a few hours before the parcel actually changes hands. Check first: your letterbox, your neighbours, the caretaker and the other people in your household — the vast majority of parcels turn up this way.
Still nothing after 24 to 48 hours? Report it from your order page: we'll open a claim with the carrier, which usually takes several working days. You'll be asked for a signed sworn statement and photo ID to build the case — every case is checked, and we come back to you once the claim is resolved.
The address can only be corrected before dispatch, within an hour of ordering, from your order page. A parcel that has already been dispatched travels with the address entered on the order.
After dispatch, keep a close eye on the tracking: depending on the carrier, delivery to a pick-up point may be offered if the delivery fails. If the parcel comes back to us, the reshipment is arranged from your order page — then check every line of the new address: an accurate address is the best guarantee of a trouble-free delivery.
The opening code is sent directly by the carrier, by SMS or email, when the parcel arrives in the locker. Check your junk folder and the mobile number given when ordering. Some carriers (Mondial Relay, InPost, etc.) also show the code in their own app; for a parcel carried by Colis Privé, however, the Mondial Relay app cannot retrieve it — rely on the SMS and the email.
Without a code, contact the carrier using the details on your tracking page: only they can resend the code. Is the locker full, out of order or not opening? The locker is also managed by the carrier: contact them on the number shown on the delivery card. If the parcel goes back because it was not collected, report it from your order page.
Wait for the "available at the pick-up point" notification, then allow another 24 hours after it before worrying: the parcel may still be on its way to the pick-up point even if it already appears on the tracking.
When you collect it, bring photo ID in the name on the order. Also check the exact pick-up point shown on your tracking page: the parcel is sometimes left at a neighbouring point rather than the one you expected.
The pick-up point still does not have your parcel after these checks? Contact us with your order number: our team will open a claim with the carrier, which usually takes several working days.
Keep the parcel and the packaging, and photograph it straight away: the box (top and bottom), the contents and the products affected. These photos are essential for the case with the carrier: without them, no case can be looked into.
A parcel that is visibly badly damaged at the pick-up point can be refused at collection: tell us straight away if that happens. In any case, send us your photos with your order number: every case is checked before it is dealt with.
If it is a digital guide or programme: it is not in the parcel. You'll find it in My account > My downloadable guides, and in the CelluBlue app (Coaching > Guides).
For a physical product, check the bottom of the box and the packing inserts: small items slip in there easily.
A picking error (item missing, duplicated or different from your order)? Report it to us with your order number and photos of the parcel, the labels and the contents you received, keeping everything exactly as it arrived: our team checks every case with the warehouse.
Incomplete address, pick-up point full, collection deadline missed or damage: the carrier sends the parcel back to us. As soon as it arrives and has been checked at the warehouse, it can be reshipped to you.
From your order page, choose where you'd like it reshipped (a new pick-up point or address, with the same delivery type as your original order). Our team checks every request before starting the reshipment.
Tell us about your situation:
We do not do direct exchanges. If your product is eligible for return (unopened, seal intact, within 14 days), request a cancellation and then place a new order for the item you want.
Before starting a return, check these conditions — it saves you paying to send something back that could not be accepted:
Do you meet the conditions? You have 14 days after delivery to exercise your right to cancel. It is all prepared from your order page: choosing the items, photos of the products (sealed packaging, seal intact) and a statement. Once our team has checked and approved it, you receive the returns slip and the address.
The returns slip goes inside the parcel — it is not a prepaid label: the postage (sent tracked) is at your expense.
Only products that are strictly unopened, with unbroken seals and unused are accepted. They must be in their closed original packaging. The security seal must be intact for devices. Packs must be complete.
The following cannot be returned: any product that has been unsealed or brought into contact with the skin, mucous membranes or respiratory tract (Article L221-28 of the French Consumer Code, for hygiene and health protection reasons) — including massage and stimulation devices and their accessories once they have been applied to the skin, and support garments, even if only tried on — as well as incomplete bundles. Each return is inspected upon receipt: any product that does not meet these conditions is rejected.
Is your product faulty? That is not a return: the warranty applies. See the warranty
The cancellation period is 14 days from delivery (the carrier tracking date is what counts). After that, a return is no longer possible.
Your eligibility is checked automatically as soon as you start the return request, from your order page.
Refusing a parcel at delivery (or not collecting it from the pick-up point) is not a cancellation and gives you no automatic rights. The parcel comes back to our warehouse — that return journey can take several days to several weeks depending on the carrier.
As soon as it arrives back and has been checked at the warehouse, the reshipment is arranged from your order page. To exercise your right to cancel, the process is the same: take delivery of the parcel, then make your request within 14 days, under our return conditions.
Returns are made with the returns slip enclosed in the parcel — it is not a prepaid label, and there is no online tracking of the return. Keep the tracking number of your own delivery (returns are sent tracked, at your expense): that is your proof of postage.
As soon as your parcel arrives and has been checked at our warehouse, our team deals with your request and lets you know by email. The status of your request (sent, approved) can still be seen in your "My requests" area.
For an approved and compliant cancellation: the refund is made once your parcel arrives at the warehouse and has been checked, in line with our terms and conditions, to your original payment method.
A non-compliant return (opened or unsealed product, missing or peeled-off device seal, incomplete pack) is refused and sent back to you at your expense, with no refund possible. Check the conditions before you ship. No refund is issued on request alone, nor on a refused or unclaimed parcel.
Tell us about your situation:
⚠️ Never in the shower or in contact with water: this is an electrical device.
On clean, dry skin, apply the activating mist (⚠️ no oil or cream: it reduces effectiveness and can damage the device). Hold the touch button for 3 s to switch it on, start at a low intensity and glide without holding it still, about 5 min per area.
First apply a massage oil so the accessory glides. Squeeze the cup, place it on the area then glide it upwards without holding it still; with the massager, massage in firm circular movements. Allow about 3 minutes per area.
Regular use is what gets results: daily use for 21 days is recommended before you see the first effects.
Apply the activating gel to the area before every session: it ensures the electrodes make contact. The device offers 2 programmes — pink light = gentle stimulation, blue light = intense stimulation — and 6 intensity levels.
Always start at level 1 and increase gradually, as comfortable. Clean the electrodes after each session with a soft cloth.
Yes, as long as you avoid stacking treatments on the same area on the same day: for example cupping in the morning, the device in the evening, or alternating every other day. Listen to your skin: if it feels sensitive, space the sessions out.
Slight redness can appear. To avoid it: turn the intensity down, use enough spray or oil, and always glide the accessory upwards.
If you get significant bruising, unusual pain or a reaction that persists, stop using it. Skin reaction: what should I do?
Not recommended in case of: wounds, burns, irritation, allergies, recent stretch marks; vein or circulation problems (varicose or thread veins); uncontrolled high blood pressure; anticoagulant treatment. Electrical devices: if you have a pacemaker or a medical implant, ask your doctor for advice. Not recommended during pregnancy or breastfeeding.
Still having a problem? The guided diagnostic confirms in a few steps whether it is a fault. Start the diagnostic
Clean it with a soft, slightly damp cloth or a disinfectant wipe. For the electric cupping device, change the filter every 7 uses. Store it somewhere dry, away from heat.
In 9 cases out of 10 it's the charger — not the device. Our electrical devices use a specific charging method that only works with the cable supplied (USB-A to USB-C) plugged into a standard USB-A mains charger (the rectangular port, like a traditional phone charger).
The cable supplied has one of each type of connector. The BIG end (USB-A) plugs into the charger; the SMALL end (USB-C) plugs into the device. If both ends of your cable are small and identical, it's the wrong cable.
No USB-A charger to hand? You almost certainly have one at home without realising it:
A wall charger is still the best option: that is where charging is most reliable. A USB-A port on a television, a router or a computer can also do the job, but it often supplies less current: charging is much slower there (allow overnight), and on some computers, hubs or USB power strips it does not start at all. If nothing happens on a port of that kind, it is not necessarily the device: plug it back into a wall charger before drawing any conclusions.
A little tip: if nothing happens, turn the cable round in the device's charging port (try it both ways round — there may be a right way up).
Then charge the device for 4 hours maximum — the indicator light confirms it is charging. If it still will not switch on after that, run the diagnostic: we'll take it from there. Start the diagnostic
That's normal: the cordless slimming device only works unplugged, on battery. It never starts while plugged in or charging.
Charge it for 4 hours with the cable supplied, unplug it, then switch it on. Still nothing? Start the diagnostic
Yes, that's perfectly normal. At level 5, the device stops automatically after 15 minutes: that's a built-in safety feature to protect the motor, not a fault.
Let it cool down for a few minutes: it will then switch back on as normal. Remember to recharge it too if needed.
Remember to take the protective film off the screen when it arrives: it can interfere with the touch controls.
Then check that the intensity and mode settings match the manual, and clean the screen with a soft dry cloth.
Yes: the filter should be replaced about every 7 uses. A clogged filter makes the suction drop — it is the most common reason a cupping device "stops suctioning".
Change the filter, clean the tip after every use, and the suction comes back.
First check that the blue protective pads under the scales (on the sensors) have been removed: this is the number one cause of wrong readings on new scales.
Then put it on a hard, flat floor (no carpet), with dry feet, and calibrate it by stepping on and off once with nothing on it.
Yes, that's how it's meant to work. The rotation is designed to adapt to pressure: press hard and the head slows down or pauses to massage more deeply.
Ease off the pressure: the rotation starts again as normal. Does it really never turn, even with no pressure at all? Start the diagnostic
Battery life varies with the intensity and the pressure you use — like a phone, the harder you push the device, the faster the battery drains. That's normal.
Recharge it for a full 4 hours with the cable supplied. If it then lasts less than one session (10-15 min) despite that charge, run the diagnostic. Start the diagnostic
No, that's perfectly normal 😊: on the EMS device, levels 2, 4 and 6 make the lights flash — that's how it's meant to behave, not a fault.
To feel the stimulation properly, check that the device is 100% charged, switch it on by holding ON/OFF for 3 seconds, and apply the activating gel (essential for conduction).
Start with the guided diagnostic from your device (slimming device, scales, cupping device, EMS…): it solves most apparent faults in a few steps (full 4-hour charge with the original cable, another socket, thermal cut-out, sensors, etc.).
If the fault is confirmed, we recommend attaching a short video of the fault and a photo of the batch label (not compulsory: you can add them later from "My requests"). Every case is checked by our team, who will reply within 24 to 48 working hours.
Your devices are guaranteed for 2 years from delivery, for faults that occur under normal use.
The warranty covers neither drops and knocks, nor contact with liquid, nor normal wear (tips, electrodes, cables, etc.), nor misuse (not following the manual). Every case is checked: a video of the fault and a photo of the batch label are strongly recommended to speed things up.
The guided diagnostic tells you in a few minutes whether your situation is covered by the warranty.
Tips, electrodes, filters, cables and chargers are wear parts: they are not covered by the warranty and are available to buy on our site.
If you are not sure where the fault lies (the device or an accessory), the guided diagnostic will tell you in a few steps.
All the manuals can be viewed and downloaded online, free of charge.
You'll also find tutorials and usage tips in the CelluBlue app.
Frequency, session length, precautions: the answer is in your device's manual and in the frequently asked questions on this topic (instructions, care, contraindications). See the frequently asked questions
The CelluBlue app also guides you step by step: programmes, video tutorials and a record of your sessions.
Stop using the product immediately. If the symptoms persist or get worse, see a healthcare professional (a doctor or pharmacist).
Then contact us, providing the product name, its batch number (on the packaging or label) and the date on which you used it. This information is sufficient for us to record your report, which will be forwarded to our Quality Department.
Tell us about your situation:
The contents of a confirmed order cannot be changed, and preparation starts very quickly. If you have only just ordered, contact us immediately: our team will see what is still possible.
All payments are secure. Depending on your country:
Yes. Payments are encrypted and validated through certified providers, with 3-D Secure authentication when your bank requires it. We do not store your card details.
Your order goes into preparation very quickly after it is confirmed: it is therefore usually no longer possible to cancel it, and no cancellation can be triggered from your account.
Have you only just placed it, a few minutes ago? Write to us immediately with your order number: our team will look at what is still possible before the parcel leaves — with no guarantee once preparation has started.
Once your parcel has been delivered, you keep your 14-day right to cancel, under our return conditions. See the return conditions
The address can be changed within an hour of ordering, from the order page in your account. This change applies to home delivery orders only.
For a pick-up point order, the destination is the point chosen when you ordered: it cannot be changed from your account. If the parcel is not collected there in the end, you'll be able to choose another pick-up point when it is reshipped, once it is back with us. Parcel returned: arranging a reshipment
Once the parcel has been dispatched, the address can no longer be changed. Depending on the carrier, the tracking may offer delivery to a pick-up point if home delivery fails. Wrong address after dispatch?
Don't worry: we automatically detect duplicate orders and send you an email titled "Two very similar orders" showing both of your orders with two buttons — it is all sorted in one click, with nothing to write to us.
Did you want both? Click "Both orders are intended" and we'll send them both. Was it a mistake? Click "Cancel / refund the duplicate": our team checks it and then cancels or refunds it — no payment is changed without that check.
You can follow your request at any time in "My requests". Have you not received the email? Check your junk folder, or contact us with both order numbers.
Check your card limit, the 3-D Secure confirmation (a notification from your bank) and the expiry date. Most declines come from the issuing bank.
Then try again, with a different card or another payment method if you need to. If it is still blocked, write to us telling us the error message shown.
After a payment is declined and then goes through, a pre-authorisation may appear temporarily on your account: it disappears by itself within a few working days, with nothing for you to do.
If a double charge is confirmed on your statement (two actual debits, not pre-authorisations), write to us with your order number and the dates of both transactions.
The instalments of your payment plan are taken automatically on the dates set when you ordered.
Has your card expired or been replaced before the end of the instalments? Write to us with your order number so we can update the payment method securely — we never ask for your bank details by email.
A promo code can only be applied when you place your order, in the dedicated field in the basket. Codes cannot be combined: one code per order. Also check its validity period and its conditions (minimum spend, eligible products).
Once the order has been confirmed, no code can be applied retrospectively — the rule is automatic and applies to every order. Good news: your code can still be used on your next order if it is still valid.
Your invoice is attached to your order, in your account. An account is created automatically with every order: if you have never set a password, use "Forgotten password" with the email address from your order.
Tell us about your situation:
The CelluBlue app is available on the App Store and Google Play. There you'll find your guides, your routines and your order tracking.
For the smart scales: turn Bluetooth on, remove the blue pads from the sensors, then weigh yourself barefoot (results in "My tracking").
An account is created automatically with every order, but with no password set. Use "Forgotten password" with the email address from your order: you'll receive a link to set one.
No email received? Check your junk folder and make sure you are using the same address as on your order.
The confirmation email usually arrives within 2 to 5 minutes. First check your junk folder. If nothing appears, the email address entered when ordering probably has a typo in it.
Write to us with your order number (shown on the confirmation page) and the correct email address: we'll correct it and resend the confirmation.
Email address, password, address book, newsletter preferences: it's all managed from your account area.
Your digital guides are available to download as often as you like in My account > My downloadable guides, and at any time in the CelluBlue app (Coaching > Guides).
Under the GDPR, you can ask for your account and your personal data to be deleted. Send your request from the email address of the account concerned: our team will deal with it within 24 to 48 working hours.
Tell us about your situation:
Every cosmetic has a PAO date (Period After Opening), shown on the back of the bottle by an open-jar symbol: 12M = 12 months, 24M = 24 months, 36M = 36 months after opening.
Our formulas contain at least 90% naturally derived ingredients. The full ingredient list is on every product page and on the packaging. An "allergen-free" product does not guarantee that there will be no reaction: every skin is different.
A cosmetic is contraindicated if you have a known allergy to one of its ingredients — check the ingredient list on the product page and on the packaging.
Sensitive skin: do a patch test on a small area 24 hours beforehand. Pregnancy / breastfeeding: to be on the safe side, ask your doctor for advice (our stretch mark range is designed for this time).
Our products are formulated to give visible results with regular use, following the advice given. How well they work varies from person to person (skin type, regularity, lifestyle); a consistent routine and good hydration get the best results.
It depends on your goal, how regularly you use them and your lifestyle: from a few days to several weeks. Take your supplements every day, at the stated dose, for the whole recommended course.
Yes: a course usually lasts 1 to 3 months depending on the product and your goal. After one or more courses, take a 1 to 2 week break.
We do not recommend it without medical advice: there is a risk of overdosing (vitamins, minerals, plants), of duplicate ingredients, or of poorer digestive tolerance. If two products contain stimulants (caffeine, for example), do not combine them.
Check the ingredient list if you have an allergy. If you are on medication, ask a healthcare professional for advice. Our supplements are not recommended for women who are pregnant or breastfeeding.
Somewhere cool and dry, away from light and damp. Close the container properly and keep it out of reach of children.
Stop using the product. If any discomfort persists or worsens, consult a healthcare professional (doctor or pharmacist), as only they can advise you on your individual circumstances.
Then contact us, providing the product name, its batch number (on the packaging or label) and the date on which you used it. This information is sufficient for us to record your report, which will be forwarded to our Quality Department.
Tell us about your situation:
With a customer account, you are automatically enrolled. Here's how you earn points:
100 points = €10. Your points are used at the last step of payment, in full or in part (from 50 points). You'll find your balance in My account > My reward points.
Our teams design and develop the products in Paris. Our logistics are in Belgium, where your orders are prepared and dispatched.
No. Our products are not tested on animals, in line with European regulations.
Composition, use, compatibility, delivery times and charges: the search box at the top of this page covers all our answers — step-by-step guides and frequently asked questions — in an instant.
Cannot find it? Our team will reply within 24 to 48 working hours.
Your opinion matters! After your purchase, you receive an email invitation to rate your products. You can also leave a review at any time from the relevant product page.
Your reward points and benefits are in your account area. How do I earn points?
Influencing, reselling, a professional partnership: tell our team about your project, subject "Become a partner". Reply within 24 to 48 working hours.