Frequently Asked Questions
Shipping
How much does shipping cost?
Shipping costs vary depending on your country of residence and delivery location. The exact shipping fee is automatically calculated at checkout based on the destination you select.
Once you've entered your shipping address, the applicable delivery cost will be displayed before you complete your purchase, so there are no surprises.
What is the return policy?
In accordance with UAE consumer regulations, jewelry and accessories are generally not eligible for return or exchange once purchased.
However, at Selsela, we understand that exceptional circumstances may arise. While returns and exchanges are not guaranteed, certain requests may be reviewed on a case-by-case basis at our sole discretion.
If you believe your situation warrants special consideration, please contact our Customer Support team as soon as possible with your order details. Our team will review your request and advise you on the available options.
Please note that approved exceptions remain subject to our policies and conditions.
How long will my order take to be delievered?
Delivery times vary depending on your destination country and the shipping method selected at checkout.
Here are some of our estimated delivery times for some destinations:
- United Arab Emirates (UAE): Next working day delivery
- Saudi Arabia (KSA): Approximately 3 working days
- Kuwait: Approximately 4 working days
- Qatar: Approximately 2 working days
- International Orders: Delivery times vary depending on the destination country and local customs procedures.
For international shipments, an estimated delivery timeframe will be displayed at checkout once you've entered your shipping address.
Please note that these are estimated delivery times and may occasionally vary due to customs clearance, public holidays, or courier operations.
Does Selsela Ship Internationally?
Yes! Selsela proudly ships to customers across the GCC and selected international destinations.
If your country is available at checkout, we'll be happy to deliver your order to you.
How can I track my order?
Once your order has been dispatched, you'll receive a shipping confirmation email with your tracking details, allowing you to monitor your delivery every step of the way.
Can I change my shipping address after placing my order?
If your order has not yet been processed or dispatched, we'll do our best to update your shipping address.
Please contact our Customer Support team as soon as possible with your order number and the correct delivery details.
Once an order has been shipped, we may no longer be able to make changes.
What happens if my delivery is delayed?
While we always aim to deliver your order within the estimated timeframe, delays may occasionally occur due to customs clearance, courier operations, weather conditions, or public holidays.
If your order is taking longer than expected, please reach out to our Customer Support team and we'll be happy to assist.
Do I need to pay customs or import duties?
For international orders, customs duties, taxes, or import fees may apply depending on your country's regulations.
These charges are the responsibility of the customer unless otherwise stated and are not included in your order total.
Jewelry
How do I find my ring size?
Finding your perfect ring size is easy with the Selsela App. Simply download the app on your Apple or Android device, follow the on-screen instructions, and use an existing ring to determine your size in just a few simple steps.
You can download the app and find detailed instructions on how it works by visiting our Ring Size Guide page.
If you still need assistance, our Customer Support team will be happy to help you find the perfect fit. You can find our contact details here.
How do I know my bangle size?
Our current Selsela App does not support bangle sizing just yet, but it's a feature we're excited to introduce in the future!
In the meantime, we recommend one of the following methods:
- Use a bangle you already own: If you have a bangle that fits comfortably, simply choose the same size when shopping with us.
- Measure your wrist: Wrap a flexible measuring tape snugly around your wrist where you would normally wear your bangle and use that measurement to select the most suitable size.
If you're still unsure which size to choose, our Customer Support team will be happy to assist you in finding the perfect fit.
How do I take care of my Selsela items?
All Selsela jewelry is waterproof, so you can wear your pieces with confidence without worrying about contact with water.
However, to keep your jewelry looking its best, we recommend avoiding direct contact with perfumes, creams, lotions, and other chemicals. While our pieces are designed not to tarnish, repeated exposure to chemicals, especially when combined with friction, can affect the gold plating over time.
Our collections are available in both yellow gold plating and white gold plating. The base material varies depending on the design and may be sterling silver, brass, or stainless steel. For detailed information about the material of a specific piece, please refer to its individual product description.
With the right care, your Selsela jewelry will continue to shine beautifully for years to come.
For more information you can visit our Care & Repair Page and our Waranty Page.
Is Selsela Jewelry covered under waranty?
At Selsela, we stand behind the quality of our jewelry. All eligible items are covered by a one-year warranty from the original date of purchase.
To submit a warranty claim, you must provide a valid proof of purchase, such as your purchase receipt or order confirmation.
Please note the following warranty conditions:
- The warranty is valid for one year from the original date of purchase.
- Each item is eligible for one warranty claim or exchange only.
- The item must have been cared for in accordance with our Product Care Guide.
- Damage resulting from exposure to perfumes, creams, lotions, oils, cleaning products, or other chemicals is not covered under warranty.
- The warranty does not cover normal wear and tear, scratches, dents, accidental damage, misuse, improper storage, or damage caused by excessive force or impact.
- Items that have been repaired, resized, or altered by a third party are not eligible for warranty coverage.
- Lost or stolen items are not covered under warranty.
- All warranty claims are subject to inspection, and Selsela reserves the right to determine whether an item qualifies for warranty coverage.
Following our recommended care instructions will help preserve the beauty of your jewelry and ensure it remains eligible under our warranty policy.
For more information, visit our Waranty page.
Payments
Is it safe to pay on the Selsela website?
Absolutely. We are committed to making your shopping experience as secure as possible.
All online payments are securely processed through Network International, a leading payment solutions provider that operates a trusted and secure payment gateway. Sensitive payment card information is encrypted using advanced e-payment technology and sent directly to the bank for instant authorization.
Your payment details are never at risk during the transaction process, giving you peace of mind every time you shop with Selsela.
For more information kindly visit our privacy policy and usage policy.
What payment methods do you accept?
Online Orders
We currently accept:
- Visa
- Mastercard
- Debit Cards
- Credit Cards
- Tabby (where available)
In-Store Purchases
At our boutiques, we accept:
- Cash
- Debit Cards
- Credit Cards
Do you offer installment payments?
Yes. Eligible customers can choose Tabby at checkout to split their purchase into installments, subject to Tabby's terms, conditions, and approval process.
Will I receive a payment confirmation?
Yes. Once your payment has been successfully processed, you will receive an order confirmation email containing the details of your purchase.
If you don't see the email, we recommend checking your Spam or Junk folder before contacting our Customer Support team.
Why was my payment declined?
Payments may be declined for several reasons, including:
- Incorrect card details
- Insufficient funds
- Bank security checks
- Expired card
- Transaction restrictions set by your bank
If your payment is unsuccessful, we recommend contacting your bank or trying an alternative payment method.
Can I pay in a different currency?
Payments are processed in the currency displayed at checkout. Depending on your card issuer or bank, currency conversion fees may apply for international transactions.
Is my personal and payment information stored?
Your privacy and security are important to us. Payment information is securely processed through our trusted payment gateway, and all sensitive card details are encrypted during transmission.
For more information on how we handle your personal data, please refer to our Privacy Policy.
Can I change my payment method after placing an order?
Unfortunately, once an order has been successfully placed and payment has been processed, the payment method cannot be changed.
If you experience any issues with your payment or order, please contact our Customer Support team and we'll be happy to assist.
Orders
Why should I provide a valid number and email?
Your privacy is important to us. We’ll never share your information or send unnecessary messages, we only use your contact details to keep you informed about your order and ensure everything goes smoothly.
Providing your email also allows us to send you an order confirmation and any important updates regarding your purchase, so you always have a record of your order.
At Selsela, we genuinely value every customer relationship. Keeping the lines of communication open helps us provide the best possible service and ensures you're supported every step of the way.
Why have I not recieved an email confirmation when I placed my order?
Keeping your inbox protected with a strong spam filter is always a good idea. However, if you're expecting an order confirmation or update from Selsela and haven't received it, we recommend checking your Spam or Junk folder first.
If you still can't find our email, please don't hesitate to get in touch with our Customer Support team:
WhatsApp: +971 55 425 4264
Email: support@selsela.com
To ensure you never miss an important update, be sure to add support@selsela.com to your safe sender list.
How much does shipping cost?