Frequently Asked Questions (FAQ)
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 highly encourage getting sized in person 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 guided help, check out our Sizing Information (please note this is guide and not for exact measurement).
CAN I ORDER A RING HALF SIZE?
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. Half-sizes are made-to-order and can take up to 4-6 weeks for processing.
Please email customer support (firstname.lastname@example.org) to pre-approve your custom half-size order first. After you have done so, 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?
We don't offer sizes beyond the range listed online as it would require an entirely new custom design.
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 or exposure to elements.
HOW LONG FOR MY ORDER TO PROCESS?
Our average turnaround time is currently around 1-2 business days but please allow up to 5 business days for orders to be marked as shipped. If your item(s) are Solid Gold or marked as Made-to-Order or are a Custom Order than processing times will be as stated in our policy. Feel free to contact us (email@example.com) with any further questions regarding processing times.
WHERE'S MY SHIPMENT AND TRACKING NUMBER FOR MY ORDER?
Once your order is fulfilled and shipped, you will receive a Shipment Notification Email with a USPS tracking number. Please note, it may take a day or two for your tracking information to populate or be scanned by USPS.
In rare cases, we have had shipments be delivered without ever being scanned along the way. Rest assured your order is on its way. If you tracking is saying any sort of delay, please reach out to us and we will contact USPS or feel free to contact them directly.
I ENTERED THE WRONG SHIPPING ADDRESS. WHAT CAN I DO?
It is very important to enter 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. Orders can be canceled for a full refund only if it is within 24 hours of when the order was placed. 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 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 or incorrect item).
To learn more, please read Selva’s Exchange/Return Policy.
DID NOT RECEIVE PACKAGE OR MISSING ORDER?
If you did not receive you package please first double check the address you entered at checkout was indeed correct. Then email us (firstname.lastname@example.org) with your order number so we can start the process of filing a claim with the shipping provider (USPS). USPS claims will take approximately 30 days from the marked "delivery date". We cannot issue a replacement until the claim has been resolved. If you would like to file a claim separately through USPS to speed up the process, you are welcome to do so.
WHEN MUST I SEND MY 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 email@example.com including your order number, the item, email address on file, and your shipping location.
WHAT ARE YOUR DOMESTIC AND INTERNATIONAL SHIPPING POLICIES?
Orders will ship for a flat rate of $4.99 via USPS Ground Advantage within the United States and will usually take 1-5 business days to ship. This means the total time between submission of an order to receiving the product can be anywhere from 3-10 business days (typically quicker 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.
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.