Skip to content

Return / Refund Policy

Return Window

We have a 14-day return policy, which means you have 14 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 will also need the receipt or proof of purchase.

Selvence Gift Cards are not able to be returned after purchase.

 

Starting a Return/Exchange

To start a return/exchange, please insert your order number and email into the Returns Center portal. If your return is accepted, we will send you a paid return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

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.

 

Exceptions / Non-returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges

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

  

Payment Issue

If you accidently are charged more than your order total, please contact customer service as soon as possible at support@selvence.com. We will refund you if you are wrongfully charged.


Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Out of Stock

When your order is out of stock, our customer service will contact you as soon as possible. They will ask whether you want to wait for the products to be restocked or exchange for another product. You are also entitled to a full refund.

 

Package Sent but not Received

If the estimated shipping time exceeds 10 days and you never received your products, you could contact support@selvence.com asking for after-sales return and refund service. Our suppliers will reship or issue full refund depending on your preference.

 

Shipping Label Created but no Updates

The situation is you get tracking number from supplier but found no movement and update when tracked in a logistics website.

If the shipping status of pre-shipment (logistic carrier awaiting for item) keeps for more than 4 business days (calculated on the basis started from the time in logistic website tracking info) and have no update, you can issue a full refund. Note: holidays do extend this waiting period by 1 day - totalling 5 days. 

 

Package Marked Delivered but is not at Delivery Address

Please look around the general vicinity of the delivery address - if nothing is found, allow for 24 hours. On extremely rare instances, the delivery driver could update the package tracking number, but does not deliver it in a timely fashion. In this case, please contact us through our email at support@selvence.com explaining the situation. We will contact the delivery service that handled your package and will resolve the matter.

 

Received Wrong Item(s)

If you receive the wrong products, you should send photos or videos as proof to Selvence support at support@selvence.com

If you do not wish to keep the products, the supplier will send our support team a shipping shipping label to be sent to you to send the goods back. Once the supplier receives the goods back, they will ship the correct product you ordered.

You are also eligible for a full refund. Once you return the wrong products to the supplier in good condition, they will issue the full refund. The supplier is in charge of the return shipping fees.

 

Partial Items Shipped

When you received your package and find that part of product is not included, you should immediately take photos to send to support@selvence.com. Ask the support to ship the missing item or issue a refund.

You could choose to keep the products and Selvence will issue a refund based on what you have received.

You can also return the products in good condition for a full refund. Return shipping fees is Selvence's responsibility.

 

Product With Quality Issues

When you received your package and find products with quality issues, you should process through our Returns Center and send photos or videos as proof. 

In this case, Selvence will issue a 100% refund to you after you return the products in good condition to the supplier. 

If you choose to replace the products, please return the products with the quality issues to the supplier's warehouse address first (which will be supplied to you by Selvence support through a return label). After the goods are received and inspected, the replacement product(s) will be shipped.

  

Product with Quality Issues

If you received a broken product, you should submit an after-sales application to our Returns Center with photos asking for after-sales service within 2 days after the package was delivered to you. Our suppliers will replace or Selvence will issue a full refund.

 

General Inquiries / Issues

  • Please check the FAQ page for common questions asked by our customers: https://selvence.com/pages/faq
  • You can also send us a message in the support chat for returns/exchanges of your order, supported zones, and other inquires.
  • If the FAQ or support chat options do not answer your related question, feel free to send us an email at support@selvence.com. Response times through email generally take 1-2 business days.