Return and cancellation policy

At Selenaé Jewels, we are committed to providing high-quality jewellery and a seamless shopping experience. If you’re not completely satisfied with your purchase, our return policy allows you to return eligible items with ease.

Please note:
Returns are not free – return shipping costs are the responsibility of the customer.

1. Return Eligibility

You may return items within 14 days of receiving your order, provided the following conditions are met:

  • All parts, components, and original packaging are included.

  • No damage has occurred from improper handling – only minor signs of wear are acceptable.

  • Items with hygiene requirements must be cleaned before returning.

  • The product was faulty or damaged upon delivery.

  • Return shipping fees are paid by the customer.

  • Mystery products and free gifts are non-returnable.

2. How to Return

Please contact us by email at info@selenaejewels.com with the following details:

  • Order number

  • Reason for return

  • Photo (if the item is damaged)

  • Your name and address

We will provide you with the correct return address.
Do not return items to the original sender address.

Returns are processed within 7 business days.
We reserve the right to refuse returns if items show signs of use or damage not caused by manufacturing defects.

3. Order Cancellation (Right of Withdrawal)

You have the right to cancel your order within 24 hours of receiving the final item (or from the time a third party designated by you, who is not the carrier, receives it).

Due to our automated system, orders are processed immediately after purchase. We are unable to stop dispatch once an order is placed. Refunds will only be issued once we receive and process your return.

To exercise your right of withdrawal, please email us with a clear statement that you wish to cancel the purchase.
Your cancellation is confirmed once the returned items have been received.
All return costs are the customer’s responsibility.

4. Shipping in Transit

Our products are shipped from Asia, which may result in longer delivery times beyond our control.

If your order has already been dispatched, cancellation is no longer possible.
Please wait until you receive the goods, and then return them to us.
However, you're welcome to notify us in advance of your cancellation request.

For faster return handling, please send us proof of return shipment.

5. Refunds

If you cancel your purchase, we will refund all payments received from you, excluding shipping fees (and any extra charges for alternative delivery methods).

Refunds will be processed as quickly as possible, and no later than 14 days after we have received both your cancellation notice and returned items.
Refunds will be made using the original payment method, unless otherwise agreed.

6. Important Information

All returns must be sent to our central warehouse in Asia.
The customer is fully responsible for all return shipping costs.