Below are the questions we get asked the most; however, if you have a question that is not here please contact email@example.com and someone will get back to you as soon as possible.
HOW DO I FIND THE RIGHT SIZE?
We encourage getting sized at your local jeweler or a shop near you to be 100% sure of your size before you order. The sizes displayed on our website are the only sizes we currently offer unless you have a custom order with us. For more help, check out: Sizing Information.
CAN I ORDER A RING HALF SIZE?
Yes, we can make half sizes. Half-size orders are considered custom orders and are Final Sale items and are not eligible for exchange or return, so we encourage customers to be sure of their size before ordering.
If you would like to order a half size, please select the whole size below and leave a note at checkout for the half-size you would like i.e. select a size 9 and leave a note for "Size 9.5."
CAN I ORDER A RING OUTSIDE OF THE LISTED SIZE RANGE?
Generally we don't offer sizes beyond the range listed online as it would require an entirely new custom design. If you'd like to make an enitrely custom design with us please contact firstname.lastname@example.org to start a custom order.
CUSTOM ITEM OR SIZE?
Custom orders need to be pre-approved via our online customer support team at email@example.com. Please remember that custom orders are Final Sale as everything is handmade-to-order.
HOW TO CARE FOR MY JEWELRY?
Proper care is an important part of keeping your jewelry looking its best! To learn more, please read our Care Instructions. Jewelry may be metal but it is NOT indestructible. If you want to keep your piece looking the same as when you received it then we highly encourage taking it off after each use and before any activity/exposure.
HOW LONG FOR MY ORDER TO PROCESS?
Our average turnaround time is currently 6 days but please allow 1-3 WEEKS for orders as we make each piece from scratch. If your item(s) are in stock then processing times may be quicker. Feel free to contact us to see what we have readily available in stock if you feel hesitant about waiting for production.
TRACKING NUMBER FOR YOUR ORDER?
Once your order is fulfilled and shipped, you will receive a Shipment Notification Email with an order tracking number. However, it may take a day or two for your tracking information to populate.
DOMESTIC AND INTERNATIONAL SHIPPING?
Orders will ship for a flat rate of $4 via USPS First Class Mail within the United States and will usually take 1-4 business days. This means the total time between submission of an order to receiving the product can be anywhere from 1-4 WEEKS (typically less depending on order and location). If you would like to request an earlier ship date or need it by a certain time please contact us before ordering. And remember, U.S. holiday orders should be made before 12/10/2022 to receive in time for Christmas!
International orders are accepted on a special case basis and alternate shipping charges will apply. If for some reason we are unable to ship to your country, you will be notified immediately. Once you receive your Shipment Notification with your tracking number, you should expect your package within 3-5 weeks. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail.
WHAT ABOUT TAXES AND DUTIES?
All applicable customs, import duties and fees, taxes, and any other charges and fees are the responsibility of the customer (even if you refuse any shipments upon delivery). To learn more, please read about Taxes and Duties in our Shipping and Return Policy.
I ENTERED THE WRONG SHIPPING ADDRESS. WHAT CAN I DO?
It is very important to insert the correct shipping address when you place your order. However, if you entered the wrong shipping address, contact us IMMEDIATELY at firstname.lastname@example.org and our Customer Care Team will update your order if it has not yet been shipped.
Selva takes no responsibility for goods lost due to incorrect shipping details.
WHAT IF I RECEIVED DAMAGED OR INCORRECT ITEMS?
For online orders, if you receive a damaged, defective, or incorrect item, reach out to us at email@example.com with a photo of the damage or the wrong item you received, as well as your order number. We’ll take it from there.
WHAT IS YOUR EXCHANGE/RETURN POLICY?
You may return most new, unworn items within 15 days of delivery for a store credit or an exchange. We are happy to issue a store credit for a return or an exchange (subject to a $15 restocking fee per item). Orders can be canceled for a full refund ONLY if it is within 24 hours of when the order was placed. Due to the costly nature of shipping, international orders are not eligible for exchange and are Final Sale.
Items being sold online at marked-down/sale prices are subject to Final Sale and merchandise marked "Final Sale" cannot be returned. All custom orders are Final Sale. All necklaces are Final Sale. Any item/order purchased with a discount/promo code is subject to Final Sale.
WILL I HAVE TO PAY FOR RETURN SHIPPING?
The customer assumes responsibility of return shipping costs/tracking/insurance. We will provide a return label if the return is a result of our error (i.e. defective product or incorrect item).
To learn more, please read Selva’s Exchange/Return Policy.
WHEN MUST I POSTMARK THE RETURN?
Exchanges/returns must be postmarked within 15 days of the original shipping date and should be shipped back in a prepaid package. All merchandise must be returned unworn, unharmed, and in its original condition along with the original invoice/receipt.
We have the right to deny any store credit returns/exchanges if it does not meet our policy requirements. We recommend that you send the package back to us via traceable carrier and insure the full amount of the merchandise you are sending back to us. We are not responsible for missing packages or return shipments. If you have any questions regarding your order and returns, please contact our Online Department at firstname.lastname@example.org including your order number, the item, email address on file, and your shipping location.