Frequently Asked Questions - FAQ

You have various options for ordering your products from us.

Order online
Simply select your products here in the Cellavent Shop and order them using your preferred payment method.

Order by phone
We are also happy to take your order by phone. Simply contact us during our service hours on +49 (0)211 78 17 69 80.

Order by email
Send us a message to info@cellavent.de or use our contact form .

Order by FAX
For your order by FAX, please send us an informal FAX to the following number: +49 (0)211 78 17 69 81

Order by post
Write us a letter with your order to the following address:
Cellavent Healthcare GmbH
Customer Service
Am Trippelsberg 43
40589 Dusseldorf
Germany

Unfortunately, changes and cancellations are no longer possible online. In such a case, please contact our customer service team as soon as possible. We will be happy to help you with your request.

After you have placed your order, you will receive an email from us with your order confirmation. In addition, you will automatically receive an email with your invoice and a shipping confirmation, including the tracking number.

We offer different shipping rates depending on the destination country and order value. Please refer to our shipping conditions for the exact amount of the rate and whether your order qualifies for free shipping.

All information about our shipping & payment policies can be found here: Shipping conditions

Once we have received and processed your order, we will hand it over to our shipping partner DHL and provide you with a tracking link.

Our packages leave our location in Düsseldorf on weekdays around 2:00 p.m. and are sent via DHL. Within Germany, the usual delivery time is 1-2 working days, while shipments to other European countries can take up to 5 working days. Please note that in exceptional cases, delivery times may be longer than those outside of our control.

If you notice unusually long delivery times, please contact our customer service and provide your order and tracking number so that we can help you quickly.

Of course, you have the option of tracking your goods. You will receive an automatic email when your package has been handed over to our shipping partner DHL. In this email you will also find a tracking number. You can enter this on the DHL website and thus track your package.

You can find the link to the page here: dhl.de/de/privatkunden/dhl-sendungsverfolgung.html

We are also happy to deliver your products to other European countries. However, deliveries are only possible to delivery addresses in:

Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden and Ukraine.

If you would like to order our products to a country that is not listed here, please contact us directly. Our customer service team is available to help you at any time.

All information about our shipping and payment policies can be found here: cellavent.de/pages/zahlung-versand

Yes, you can also order from our shop from Switzerland. However, please note that additional customs fees may apply.

Shipping costs vary depending on the order value. Please refer to our shipping conditions for the current rates.

You can also have our products delivered to a Packstation. To do this, please enter your Packstation, including the number, in the address field under "Information" during the order process. Then enter the locker number (postal code) in the relevant field.

Of course, you can also pick up your order directly from us in person.

Due to the current COVID-19 pandemic, we are also trying to minimize our contact points. Therefore, we ask you to only pick up your order in person in an emergency. Please contact us in advance by phone if you would like to pick up your order in person. You can reach us on +49 (0)211 78 17 69 80 .

We look forward to welcoming you at our location in Düsseldorf:

Cellavent Healthcare GmbH
Am Trippelsberg 43
40589 Dusseldorf
Germany

We accept a variety of payment methods in our shop. You can easily choose from the following payment methods:

Visa Card, MasterCard, American Express, Maestro, PayPal, advance payment, iDEAL, Shop-Pay, Apple-Pay and Google-Pay.

No, unfortunately it is not possible to pay for the order in cash. We cannot accept cash payments even if you collect the order in person. The payment methods we accept are:

Visa Card, MasterCard, American Express, Maestro, PayPal, advance payment, iDEAL, Shop-Pay, Apple-Pay and Google-Pay.

To complete a subscription, first open the shop page of the product you are interested in. There, under purchase options, select "Savings subscription". A list box will now appear in which you can specify the desired delivery interval. Click on "Add to cart" and then navigate to the checkout using further buttons. You now have the opportunity to check the subscription, which is displayed as an item on the checkout page, again before you finally complete the subscription. You then have the option of managing it in your customer account.

You can cancel your subscriptions at any time. To do so, go to your customer account and select Subscriptions in the left-hand side menu. You will then see a list of your subscriptions and can cancel them using a button. If you need assistance, please contact our customer service. You can find the contact details at the bottom of this page.

PayPal and credit card are available as payment methods for your subscription.

No, your subscribed products will be delivered directly to your home at the interval you choose at the special subscription price. The shipping allowances or flat rates applicable at the time of purchase apply. If you make changes to your subscription later, updated shipping conditions may apply.

If you have not received your goods, please contact our customer service team.

All information on returns and cancellation can be found here cellavent.de/pages/widerrufsrecht

If you do not receive your product in the desired quality, please contact our customer service. We are sure that we will find a solution to the problem.

All information on returns and cancellation can be found here cellavent.de/pages/widerrufsrecht

Of course, you have the right to cancel your order and withdraw from the purchase contract. Please note our cancellation policy in this context.

All information on returns and cancellation can be found here cellavent.de/pages/widerrufsrecht

We discontinued our rewards program at the beginning of 2024. If you have any further questions, please contact our customer service at info@cellavent.de or use our contact form .

If you have forgotten your password, you can reset it easily and simply. To do so, follow these steps:

1. Click on My Account and select Reset Password or follow this link

2. Enter your email address and click Reset Password.

3. We have sent you an email. Check your mailbox (and possibly your SPAM folder).

4. Click the Reset Password button in the email.

5. Enter your new password and confirm it again.

Of course, you have the opportunity to give your honest opinion about our products, our shop or customer service. For us as a small company, reviews are very helpful. Therefore, we would be very happy if you would take the time to rate our products. To leave a review, we will automatically send you an email 10 days after your order. Follow the instructions in the email to write a verified review . Otherwise, you can go to the respective product page and click on Write Review in the review area. Please note that you can only rate each product once.

We look forward to your feedback!

Our voucher codes are subject to various conditions and terms. Our vouchers cannot be combined with other vouchers. Please check the terms and conditions stated on the voucher code or behind the text with *. If it still doesn't work, please contact us directly.

If you have any questions about our products, our customer service team will be happy to help you personally. We will provide you with the best possible information on a wide range of topics, such as the production of our products, the composition, how to take them, the order status and, of course, we will also give you general information.

Cellavent Healthcare GmbH, Am Trippelsber 43, in 40589 Düsseldorf - is giving away the items listed on the Instagram page (https://www.instagram.com/cellavent.healthcare/). By participating in the competition, the user agrees to the following conditions of participation and the responsibility for the content.

1. What can you win?
By participating, you have the chance to win the items mentioned on the Instagram page (https://www.instagram.com/cellavent.healthcare/).

2. How to win?
Participation in the competition takes place at the URL: https://www.instagram.com/cellavent.healthcare/

The prize will be raffled off among all participants. Participation is subject to fulfillment of the conditions stated in the entry. Postal entries will not be considered in the raffle.

3. Over what period will the campaign take place?
The promotion starts after the post is published and ends on the date stated on the Instagram page (https://www.instagram.com/cellavent.healthcare/).

4. Who can participate?
Participation is free and open to any natural person. For underage participants, Cellavent Heathcare requires the consent of a parent or legal guardian. Participation requires the truthful provision of the relevant data. Competition clubs and automated competition services are not eligible to participate.

5. Who is excluded from participation?
Cellavent Healthcare is entitled to exclude individuals from participation if there are legitimate reasons, such as violation of these terms and conditions, double or multiple participation, manipulation, etc., and reserves the right to take legal action. Employees of Cellavent Healthcare and the participating companies, as well as their relatives, are not permitted to take part in this competition. Legal recourse is excluded.

6. How are the winners determined?
Cellavent Healthcare will select the winners from among all participants in an independent lottery.

7. How do I know if I have won?
The winner will be notified via direct message on Instagram. The winner will then send Cellavent Healthcare their address as a private message using the corresponding function on the Cellavent Healthcare Instagram page or by email to socialmedia@cellavent.de.

8. How do I receive my winnings?
When notified of their win, the winner will be asked to provide Cellavent Healthcare with the contact details provided for sending or handing over the prize. The participant is responsible for ensuring that the contact details provided are correct.

9. What happens if I don’t respond after being notified of my win?
If a winner does not contact Cellavent Healthcare within 2 days of being notified of their win, the prize will be forfeited. In this case, a new winner will be drawn from the group of eligible participants. The same applies if a winner provides Cellavent Healthcare with incorrect contact details and the prize cannot therefore be sent or handed over.

10. Reservation clause
Cellavent Healthcare reserves the right to modify, interrupt or terminate the competition at any time without prior notice and without giving reasons. However, Cellavent Healthcare will only make use of this option if the proper conduct of the competition cannot be guaranteed due to force majeure, technical reasons (e.g. viruses in the computer system, manipulation or errors in the hardware and/or software) or legal reasons. Cellavent Healthcare is not liable for losses, failures or delays caused by circumstances outside of our area of ​​responsibility. In justified cases, the prize can be replaced with prizes of equivalent value.

11. Privacy Policy
Your safety and satisfaction are our top priority. Cellavent Healthcare stores and uses the data collected solely for the purpose of conducting the competition. After the competition has ended, all information will be deleted.

12. Miscellaneous
Cash payment of prizes is not possible. Claims to prizes cannot be transferred or assigned to other people. Legal recourse is excluded. Should individual provisions of the terms and conditions of participation be or become invalid, the validity of the remaining terms and conditions of participation remains unaffected. They will be replaced by an appropriate provision that most closely corresponds to the purpose of the invalid provision. Cellavent Healthcare reserves the right to change the terms and conditions of participation at any time.

13. Release from Instagram
This competition is run by Cellavent Healthcare - a brand of Cellavent Healthcare GmbH, Am Trippelsber 43, in 40589 Düsseldorf. It has no connection with Instagram and is not sponsored, supported or organized by Instagram in any way. Information is transmitted to Cellavent Healthcare, not to Instagram.