CUSTOMER SUPPORT

All questions and answers related to purchases, delivery and returns.

Frequently Asked Questions

Get answers to our customers frequently asked questions.

My Account

How can I change the email address attached to my account?

Go to the “My Account” section, click on “Account Information” and enter your new email address. You will then need to reconnect with your new email address.

How can I change my password?

Go to the “My Account” section, click on “Account Details”, enter your old and new password, and save your changes. Then reconnect with the new password. If it still doesn’t work, contact our customer support team. In the menu at the foot of the web page, click “Contact” and select “Technical problem”. We will do our best to help you immediately.

Are there any costs when I register with Selonce?

Your Selonce membership is free of charge.

Will my data be resold to third parties?

All customer data is treated strictly confidentially and not sold on to third parties.

How can I delete my member account?

You can contact us by visiting “Contact“, select the “Other” option and write a request. We will then delete your member account.

What is the newsletter and what are the benefits?

The advantage of membership is that every other day Selonce sends its members an e-mail with a list of brands that are in current sales (sales starting today, sales lasting a few more days and sales, coming in a couple of days). Additionally, the members will also benefit from styling tips, fashion news and shopping guides delivered right to their inboxes.

I would like to unsubscribe from the newsletter, how should I proceed?

Unsubscribing means that you will no longer be able to receive info about sales on our site. To do so, click Unsubscribe button on the footer of the newsletter you received recently.

How can I invite my friends and earn discounts?

Invite your friends and receive a coupon worth € 10*, for each friend who makes the first purchase!

When one of your contacts accepts the invitation and registers at www.selonce.com, they will become members of our store. After placing the first order of one of your friends and the withdrawal period 14 days after delivery, you will receive a coupon worth € 10.

For each coupon earned, you will receive an email with information about its use. Coupons are valid for up to 30 days.

The invitation link is available in “My Account” under the Dashboard tab.

Website

Who is behind SELONCE?

Selonce is a Slovenian startup company, which was founded in 2019. First, a landing page was created, to attract future members and to present its concept to the new Southern and Eastern European markets. In an 8-months period, it attracted more than 13.000 members and more than 250 world-known brands. Selonce.com online shop is currently available in the English, Croatian and Slovenian language and delivers products across all European Union. In the next few months, it will be available in multiple languages and soon on a mobile application.

Our vision is to become the first visited store when looking for a personalized and discounted deal on the world’s top brands.

What payment methods are accepted?

You can pay via bank cards (JCB, VISA, MAESTRO, MASTER CARD, AMERICAN EXPRESS,…) or Paypal. More information on www.braintreepayments.com.

Is my payment secure?

Your payment is completely secured as Selonce uses Braintree which is a payment solution from Paypal who is a worldwide leader in online secured payments.

Sales assistance

I need help choosing my size

Size information can be found in the “SIZE TABLE” next to the button where you select the product size. If information is missing, choose your usual size or contact us via the Contact form.

Can I order multiple items from a number of different sales?

Yes, you can place one order containing products from different sales, but orders will be shipped when all products arrive at the logistics center.

How can I order?

Ordering from Selonce is a simple process. After you have placed the desired items in your shopping cart, you can place your order using the »Checkout« button. We recommend setting up personal information such as delivery and shipping address in My Account before the first purchase because it will be stored for later purchases and your checkout process will be faster. But you can set this up conveniently during the ordering process. You will be guided through the ordering process and can complete your order.

How can I view my previous orders?

To view previous orders, log in with your email address and password. In the header of the page, click on the icon of the person “My Account” where under the tab “Orders” there is a list with all previous orders.

Can I cancel my order if it has not yet been dispatched?

Cancellation is possible only after the delivery of the order. Customers have 14 days from the delivery of the order to request a refund. In the menu at the foot of the website, click “Customer Support” and under “Returns and Refunds” there is a detailed description of the procedure for returning the order.

Once you are familiar with the refund process, you can contact us by clicking “Contact” in the menu at the foot of the website and selecting the “Refund” option.

Can I change my delivery address for an already confirmed order?

It is not possible to change the delivery address after confirming the purchase. We process orders immediately, so unfortunately no change can be guaranteed. If a specific delivery address cannot be found or the shipment cannot be delivered, the shipment will be returned to us. As soon as the shipment arrives to us and we will check it, we will contact you and inform you of its return.

If you want to change the delivery address, please contact us via the contact form and we will check at what stage of the shipping process your order is.

How long is the delivery time?

The exact delivery date depends on when we receive the items from our partner brands. You can read the whole process HERE.

Which countries do you deliver to?

Orders via Selonce online shop can only be within EU and European countries.

What is a partial delivery?

We do our best to ensure that the items you have ordered arrive at you as soon as possible. If in an exceptional case, an item is not shipped by brand, we send only partial deliveries. This is how we ensure that you will receive the ordered items as quickly as possible.

How can I track my order

You can track the sent order through the selected delivery provider.
You will receive a tracking link in an email only after we send the order from the warehouse.

The link is available within an individual order in the order tab located in the “My Account” section.

How can I be sure that I have placed my order correctly?

If you want to check if the order has been executed correctly, you can see this in the order confirmation sent by e-mail or in the “My Account” tab, click on “Orders”, where there is a list of all orders.

Customer Service and Returns

I would like to return an item, how should I proceed?

You have 14 days from the delivery of the order to request a refund. In the “Customer Support” section, scroll under “Returns and Refunds” for a detailed description of the order return process. Once you are familiar with the refund process, you can contact us by clicking “Contact” in the menu at the foot of the website and selecting the “Refund” option.

For the needs of the return process, please provide the order number and SKU product number in the description of the form. You can find the order number in the “My Account” tab in the “Orders” subsection. The SKU number of an individual product is located under the product name in the invoice that we sent to your e-mail address. In case your query refers to more than one product, separate the SKU numbers with a comma.

Is it possible to replace the products?

Unfortunately, the products cannot be replaced after the purchase, as we do not have stock.

How do I proceed if I receive a defective or incorrect item?

If you did not receive the product you originally ordered, or if the product you received is damaged, please contact us with information about the product you wish to return. In the menu at the foot of the website, click “Contact” and select the “Damaged or defective product” option.

For the needs of the return process, please provide the order number and SKU product number in the description of the form. You can find the order number in the “My Account” tab in the “Orders” subsection. The SKU number of an individual product is located under the product name in the invoice that we sent to your e-mail address. In case your query refers to more than one product, separate the SKU numbers with a comma.

When we receive a refund request, we will email you a pdf.  attachment with information about returned products, which you fill out, print, and place in the packaging. You return the products at your own expense.

Do I get a confirmation that I have received my return?

Yes, you will receive a return confirmation from us by e-mail after receipt of the return.

How do I get my money back?

The credit is always made in the way you specified as the payment method. When paying by credit card, we will refund the amount to your credit card account. When paying with PayPal, the credit will be credited to your PayPal account.

How long does it usually take for my return to be credited to me?

As soon as the return has arrived and has been checked, the invoice amount is credited within 14 days using the payment method you selected when ordering.

Payment

When and how do I get my invoice?

You will receive an invoice by email after your order has been sent.

Can I get an invoice in the name of my company?

Yes, but only if you contact us directly before creating a purchase.

Vouchers

My voucher code is not working, what could be the reason?

If your voucher code does not work, this can have the following causes:

  • The voucher has already been redeemed and the voucher code has been used up.
  • The voucher is tied to a minimum and/or maximum order value.

If your voucher code doesn’t work for another reason, our customer service will be happy to help you. You can contact us by visiting “Contact”  and select the “Other” option.

Please write your voucher code in the description.

How do I redeem my voucher?

If you have a voucher, you can enter the voucher code directly into the »Voucher code« field during the payment process. The invoice amount of your order is then immediately reduced in the browser window by the value of your voucher.

Returns and Refunds

All important product return information.

Product descriptions and technical details on the website are information we receive from our suppliers or related services. At Selonce, we strive to do everything in our power to ensure that all visual images of products and services and technical descriptions truly represent products or services.

If the product or service is not the same as the advertised one, you can make a refund according to the instructions below. You have 14 days from the delivery of the order to request a refund.

Step 1: Refund information

In the menu at the foot of the website, click “Contact” and select the “Returns” option. Choose one of the reasons for the refund.

For the needs of the return process, please provide the order number and SKU product number in the description of the form. You can find the order number in the “My Account” tab in the “Orders” subsection. The SKU number of an individual product is located under the product name in the invoice that we sent to your e-mail address. In case your query refers to more than one product, separate the SKU numbers with a comma.

Step 2: Product return and delivery costs

When we receive a refund request, we will email you a pdf. attachment with information about returned products, which you fill out, print, and place in the packaging. You return the products at your own expense.

Step 3: Shipment of the Return package

When returning products, use standard packaging that is appropriate to the size of the returned products. Alternatively, you can reuse the packaging in which the order was delivered. Items must be returned in their original packaging, unworn, unused, and undamaged.

We will provide you with a refund address upon receipt of your refund request.

Step 4: Confirmation

All returned products (product, original packaging, accessories, instructions, etc.) must be undamaged and suitable for resale. When we receive the returned package, we will review the status of all shipped products and send you an acknowledgment of receipt to your email address.

How do I get my money back?

The credit is always made in the way you specified as the payment method. When paying by credit card, we will refund the amount to your credit card account. When paying with PayPal, the credit will be credited to your PayPal account.

Disclaimer

Returns will not be accepted if the product is visibly worn and/or damaged, which prevents resale. If the refund is declined, we will refund your product free of charge and the amount paid will not be refunded unless the product or service warranty criteria have been met.

If you wish to return a product that does not match its description on the page, you can request a refund within 14 days of receiving the order.

Sales and Ordering

Insight into sales and ordering procedures.

Sales

At Selonce, we create special “Flash sale” sales events for each partner brand which can only be accessed by members. Our main goal is to offer products at extremely low prices and the highest quality. We are committed to offering our members exceptional discounts of up to 80%.

We check the quality of products before the start of sales.

We inform our members about new upcoming sales events via electronic newsletters, which we believe are a great way to get information about upcoming sales.

Each of these e-newsletters will present:

  1.  Sales starting on the same day
  2. Upcoming sales
  3.  Sales that are currently on sale

The sales event will stay online for a short time, usually 3 to 5 days. We strive to get the best product deals that we will offer at very competitive prices, so we recommend that you follow our news as stocks will run out very quickly! It is very important that you regularly check the e-newsletters we send, as this is the only way to make the most of these short-lived exclusive events.

Ordering

Products will be available from the start of the sales event. First, you choose the products you like and add them to your cart.

Once you have added all the selected products to the cart, check that all the items are in the cart and confirm your order. Then proceed to the selection of the delivery method. When you are finished, proceed to pay the stated amount, you can do this either with a payment or credit card or with PayPal.

To ensure the security of payment data, Selonce has chosen the BRAINTREE payment platform. This is a payment solution from PayPal, a leading world-renowned online payment company.

As soon as the payment is made, the order is confirmed and registered. After confirming the payment, it is not possible to return to the previous step, and at the same time a confirmation e-mail will be sent to your e-mail address.

You can also access your order by clicking on “My Account” and selecting the “Orders” tab.

Delivery

Read about how our logistics process works.

Delivery

The exact delivery date depends on when we receive the items from our partner brands.

 

You can read the whole process HERE.

Secure Payment

The protection of customers’ bank data is extremely important to us. We have selected payment methods that ensure that transactions and card information are 100% secure.

Credit Card Payment

Payments can be made via bank cards (JCB, VISA, MAESTRO, MASTER CARD, AMERICAN EXPRESS, …) or Paypal. More information at www.braintreepayments.com.

In accordance with the regulations and to ensure the security and confidentiality of customer data, the Selonce website does not store bank data, but Braintree stores them for you if you confirm the storage of card data in the purchase box.

To ensure the security of payment data, Selonce has chosen the BRAINTREE payment platform. This is a payment solution from PayPal, a leading world-renowned online payment company. The Selonce platform has also adopted the Secure Socket Layer (SSL) encryption system to further protect and safeguard your card information.

PayPal Payments

PayPal, one of the world’s leading online payments, offers the option to pay for purchases without providing your bank details. You can do this using your PayPal account. More information at www.paypal.com.