Help

How can we help?

Delivery, returns, order tracking and looking after your device. If your question isn't here, one email reaches the whole team.

Delivery

How long does delivery take?

Standard delivery is 3–5 working days. Express delivery is 1–2 working days. Orders placed after 2pm are picked the next working day, and we don't dispatch at weekends or on bank holidays.

How much is delivery?

Delivery is free on UK orders over the threshold shown in the bar at the top of every page. Below that, the cost is calculated at checkout before you pay.

Do you deliver outside the UK?

International delivery may be available — the options and cost are shown at checkout once you enter your address. Any import duty or tax is the customer's responsibility.

Orders & tracking

Where is my order?

You'll get an email the moment your parcel is dispatched, with a tracking link. If tracking hasn't updated for two working days, email support@cellsync.co.uk with your order number and we'll chase the carrier for you.

Can I change or cancel my order?

If it hasn't been dispatched, yes — email support@cellsync.co.uk with your order number as soon as you can and we'll amend or cancel it. Once it's on its way, treat it as a return.

I never received an order confirmation.

Check your spam or promotions folder first — confirmations come from our checkout, not from a person. If there's nothing there, the email address may have a typo: email support@cellsync.co.uk and we'll find the order.

Returns & refunds

What is your returns window?

You have 14 days from receiving your order to tell us you'd like to cancel, and a further 14 days to send the goods back.

What condition do returns need to be in?

Skincare must be unopened, unused and in its original packaging — opened skincare can't be returned for hygiene reasons unless it's faulty. Devices must come back in their original packaging with all accessories.

How do I start a return?

Email support@cellsync.co.uk with your order number and what you'd like to return, and we'll send you the return details. Please don't send anything back without a reference — we can't match it to your order.

Who pays for return postage?

You do, unless the item is faulty or we sent the wrong thing — then it's on us. We recommend a tracked service, as the parcel is your responsibility until it reaches us.

When will I be refunded?

Within 14 days of your return arriving with us, back to the original payment method. Your bank may take a few more days to show it.

Device care & warranty

What warranty comes with a device?

One year on the device and six months on the battery, from the date of delivery. It covers manufacturing faults — not accidental damage, water damage or normal wear.

My device has stopped working.

Email support@cellsync.co.uk with your order number, a description of what's happening and a short video if you can. Under the Consumer Rights Act 2015 you're entitled to a repair, replacement or refund on a faulty product.

How do I clean and store my device?

Wipe the treatment surface with a soft, slightly damp cloth after every session — never submerge it or use alcohol or abrasive cleaners. Let it dry fully, then store it in its case away from direct sunlight. Charge it every few weeks if you're not using it.

How often should I use it?

Follow the schedule in your user manual and the protocol on the product page — more sessions is not better. Start at the lowest intensity and build up only as it stays comfortable.

Is it suitable for everyone?

No. Read the Important safety information on the product page in full before your first use, and speak to a qualified healthcare professional if you're pregnant or breastfeeding, have an implanted electronic medical device, epilepsy, cancer, or any condition listed in the manual.

Payment

What payment methods can I use?

All major cards, PayPal, Apple Pay, Google Pay and Shop Pay, plus instalments with Klarna or Clearpay where they're available for your order. Everything is taken through Shopify's secure checkout — we never see your card details.

Is my payment secure?

Yes. Checkout runs on Shopify, which is PCI-DSS compliant, and your card details never touch our servers.