At Selena Clothing Store, we prioritize customer satisfaction alongside operational efficiency. Please review the following terms to understand our procedures for returns, refunds, and related scenarios.

1. CANCELLATION

Cancellation requests are accepted within 1 hour of placing your order, provided that the order has not been packed and fulfilled. To request a cancellation, please contact support immediately, and we’ll assist you promptly.

2. RETURNS & EXCHANGES

Eligibility for Returns/Exchanges: You may return or exchange your order within 30 days* of receipt if the items do not match the item description, arrive damaged, or are incomplete upon receipt. To be eligible for a return, the item must be unused, in its original condition and packaging, and accompanied by the original receipt or proof of purchase.

*During the Holiday Season (November-December), we offer an extended return period of 45 days.

Initiating Returns/Exchanges: To start a return, please contact us or send an email to [email protected] with your order number and product details. We’ll promptly provide instructions on how to proceed with the return. Customers can conveniently return products by mail. Return labels for defective products can be easily downloaded or printed.

Shipping Costs: Returns are free if the item remains unused, undamaged, and is returned with its original packaging, safety seals, and labels intact. Please note that if the return is due to a change of mind, associated return shipping fees may apply.

3. REFUND POLICY

Refund Timeframe: Refunds are typically processed within 3 to 20 business days from the moment we confirm the successful initiation of the refund.

Refund Method: The method of refund depends on the original payment method used. For example, if you paid by credit card, the refund will be credited back to the same credit card.

Checking Refund Status: You can monitor your refund status by reviewing your order details on the Selena Clothing Store. Please note that the refund progress may not be immediately visible, so we recommend checking again after a few days.

Refund for Invalid or Expired Credit Cards: Refunds are typically processed back to the original card used for the initial payment. If your card has expired or is no longer valid, please contact your bank or card issuer for assistance.

Received Amount Less Than Initial Refund Amount: If you receive an amount less than the refund amount displayed on the order page, it may be due to factors such as bank commission fees or exchange rate fluctuations.

Lost Packages

Lost in Transit: If your package is lost during transit, we offer a complimentary reshipment. Refunds are only provided in exceptional cases.
Delivered but Not Received: If your package is marked as delivered but you have not received it, please contact our support team. You’ll be required to sign an official declaration of non-receipt, followed by an investigation with the carrier. If the investigation favors the customer, we’ll arrange for a reshipment of the order. However, if the carrier provides proof of delivery (such as a picture of the package taken at your address by the delivery person), regrettably, you are not eligible for a reshipment or refund.
Wrong/Damaged Products: If you received the wrong product, please contact support along with a picture of the item you received. If you received a damaged product, please contact support along with a picture of the damage.

Incorrect Address

If an order doesn’t arrive due to an incorrect address provided by the customer, a refund is not possible.

Contacting Support

For any uncertainties about your refund status or further inquiries, feel free to reach out to Selena Clothing Store’s customer support for assistance. We’ll provide specific information about your refund and help resolve any issues. Please note that refund processing times and procedures can vary based on factors such as your location, the payment method used, and the policies of involved payment processors and banks. If you have concerns regarding your refund, we recommend contacting both Selena Clothing Store’s customer support and your bank for clarification and assistance.