Returns & Exchange Policy

At Selene Crystal Jewellery by Selene Couture UK Ltd., we take great pride in the quality and craftsmanship of our jewellery. If for any reason you are not completely satisfied with your purchase, we are happy to offer a return or exchange under the conditions outlined below.

1. Eligibility for Returns & Exchanges

We accept returns and exchanges within 14 days of receiving your order, provided the following conditions are met:

• The item must be unused, unworn, and in its original packaging.
• Proof of purchase (order confirmation or receipt) must be provided.
• Custom or personalized items cannot be returned or exchanged.
• Earrings are non-returnable and non-exchangeable due to hygiene reasons.

2. How to Initiate a Return or Exchange

To request a return or exchange, please follow these steps:

1. Contact our customer service team at Sales@selene-couture.com within 48 Hours of receiving your item.
2. Please provide your order number and the reason for your return/exchange.
3. We will provide instructions on where to send the item.
4. Once received and inspected, we will process your refund or exchange within 5-7 business days.

3. Refunds

• Refunds will be issued to the original payment method.
• Shipping fees are non-refundable.
• If the returned item does not meet our return conditions, we reserve the right to deny a refund.

4. Exchanges

• If you wish to exchange an item, please indicate the desired replacement.
• Exchanges are subject to stock availability.
• If the replacement item is of higher value, the price difference must be paid before dispatch.

5. Faulty or Damaged Items

If you receive a damaged or defective item, please contact us within 48 hours of receiving your order. We will arrange for a replacement or refund at no additional cost.

6. Non-Returnable Items

• Earrings (for hygiene reasons)
• Gift cards
• Custom or personalized jewellery

7. Return Shipping

• Customers are responsible for return shipping costs unless the item is faulty or incorrect.
• We recommend using a tracked and insured shipping service, as we are not responsible for lost or damaged returns.

8. Contact Us

For any return or exchange inquiries, please reach out to us at:

📧 Email: Sales@selene-couture.com

📍 Address: 3 Fenton Road, Harrow, London, HA2 6DX

 

Also

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@selene-couture.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at sales@selene-couture.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@selene-couture.com.