Celestre Reviews 

Antwoord van Celestre

2 dagen geleden

We’re sorry that the lights and return process did not meet your expectations.

We would like to clarify that the lights supplied were the models shown on our website. This range is one of our best sellers, and the product presentation accurately reflected the items supplied. We appreciate that your personal impression of the appearance and finish was different.

Your case was handled directly by our support team. When damaged items were reported, we arranged replacements. You began the return process at the end of August, before taking an approximately 15-day holiday, so the return could not be completed during your absence. As a gesture of good faith, we issued your refund in advance, without waiting for the goods to be collected. After your return, the parcels were collected from your home on 9 October.

We acknowledge that one damaged item was not collected and that we should have explained more clearly what to do with it. We apologise for this oversight. Overall, our team handled the matter carefully, issued the refund in advance and arranged the collection, and we regret that the experience did not meet your expectations.

Antwoord van Celestre

2 dagen geleden

We’re sorry the installation has been frustrating, particularly after you paid an electrician and carpenter to install the chandelier.

The chandelier is supplied with adjustable suspension wires so its hanging height can be set during installation, a common arrangement in lighting. The full supplied wire length is not the required finished drop. The dimensions were published on our website when you ordered, and we have verified the adjustment method for this model.

Your chandelier was delivered on 26 May, and you first raised the installation issue on 7 October. We stayed in touch and have since provided guidance needed to adjust the string length.

You maintain that the suspension cannot be shortened. We have therefore requested photographs or a short video showing the fittings and where the adjustment is being prevented. We have not yet received these, so we have been unable to assess the specific difficulty reported by your installers.

Although our 30-day standard returns period has passed, your statutory rights concerning faulty goods remain unaffected. We remain willing to investigate your concern and determine the appropriate next step. Please send the requested images so we can move this forward.

Antwoord van Celestre

2 dagen geleden

We’re sorry you were disappointed with your order. We hold stock in both UK and Chinese warehouses, and the fittings supplied are suitable for UK installation. We take your concerns about quality and wiring seriously and would like to investigate the specific issues.

For context, you ordered 28 pieces and opened a dispute for the full payment four days later, before our published 24-hour support response window had passed. Several items had already shipped. At your subsequent request, we cancelled those still being processed. Parcels already in transit continued to arrive, and their tracking details were shared with you.

Our records show that completed deliveries were signed for and arrived within the advertised timeframes. The outstanding items were either still in transit, with tracking provided, or cancelled at your request.

Our policy allows cancellation before dispatch and returns after delivery, subject to our published terms and applicable consumer rights. The payment dispute remains ongoing and covers the full order, including items already delivered. We remain available to arrange the return of those goods.

Please send photographs and details of the affected fittings so we can investigate and address your quality and installation concerns directly.

Antwoord van Celestre

4 dagen geleden

We’re sorry that you were disappointed with your Leno Chandelier and that some crystals arrived damaged.

For clarity, your order was delivered within the delivery timeframe stated on our website. We hold stock in both UK and Chinese warehouses, and your order was dispatched from our Chinese warehouse. As a small business, this approach helps us manage storage and fulfilment costs and offer competitive prices to our customers.

As you acknowledged, we maintained good communication throughout, arranged replacement crystals and offered you the option to return the chandelier for a full refund. To address your concerns about potential damage during return delivery, we also offered a 50% refund without requiring a return, which you accepted.

We understand that you were disappointed with the chandelier’s appearance and fittings. It has received very positive feedback from other customers, which informed our decision to retain the listing. That decision does not mean we dismissed your concerns.

We took your feedback seriously and worked with you to provide replacement parts and a choice of refund options. We regret that the agreed resolution did not restore your confidence in the product.

Antwoord van Celestre

14 sep 2026

We’re sorry to read this review and that your experience left this impression.

Our team remained in contact regarding the issue raised and worked to find a fair resolution. As part of that resolution, a full refund was provided for the defective item.

We take customer support seriously and always aim to handle product issues professionally and reasonably. We appreciate all feedback and continue to review it carefully as we work to improve the customer experience.

We wish you all the best.

Antwoord van Celestre

4 aug 2026

Thank you for taking the time to share your feedback.

We’re sorry to hear that this order led to a frustrating experience. Although a full refund was issued during the process to help resolve the matter as quickly as possible, we understand that the delay around the return arrangements caused further inconvenience and was not the level of service we aim to provide.

We appreciate your patience while this was being dealt with, and we regret that the experience was not smoother from start to finish. Your feedback has been taken on board and reviewed internally as part of our ongoing efforts to improve both product handling and customer support.

We apologise again for the inconvenience caused and wish you all the best.

Antwoord van Celestre

3 aug 2026

Thank you so much for taking the time to share this - we really appreciate it. We're glad our team could sort things out quickly when the items didn't quite work out for you, and that the overall experience still left you feeling positive about Celestre. We'd love to help you find the right pieces next time, and we'll be here if you need anything. Thanks again for your kind words!

Antwoord van Celestre

28 jul 2026

Thank you for bringing these concerns to our attention.

We take product safety and customer feedback seriously. Following your complaint, we carried out an internal review of this product and made the decision to remove it from sale. A full refund has also been issued for the two lights.

We’re sorry for your experience and appreciate the time you took to share detailed feedback. It helped us identify a product that did not meet the standard we expect for our customers.

We apologise again and wish you all the best.