TOP QUESTIONS
Once your order is shipped, you will receive an email with a Track & Trace code. You can track your package via our TRACKING PAGE or by entering your code on the carrier's website. Please allow 24-48 hours for the tracking status to update after receiving your confirmation.
We offer a 14-day return policy from the moment you receive your order. Items must be returned unworn, unwashed, and in their original condition with tags attached. Note: Hygiene items like underwear or swimwear are non-returnable if the seal is broken.
We aim to process orders within 1-3 business days. Europe: 5-7 business days. International: 7-10 business days. Please note: During high-volume periods like Black Friday or Sale, slight delays may occur.
We offer a 30-day return policy on all items. Items must be in original condition with tags attached.
ORDERS & ACCOUNT
Please contact us immediately. If the order hasn't left our warehouse, we can update it. If it has already been shipped, we recommend contacting the carrier directly to request a redirection. We are not responsible for lost packages due to incorrect addresses entered by the customer.
Order confirmations are sent automatically. If you haven't received yours within 15 minutes, please check your Spam/Junk folder. If it's not there, you may have entered a typo in your email address. Contact us at support@sweetselene.com so we can resend it.
Our warehouse processes orders very quickly (often within hours). If you need to make a change, please email us immediately with the subject line 'URGENT: CHANGE ORDER'. If the package has already been packed or shipped, we cannot make changes, but you can return the items once received.
We offer a 30-day return policy on all items. Items must be in original condition with tags attached.
PAYMENTS & SECURITY
Please check: Is the code expired? Is it being combined with another offer (e.g., Sale items)? (Most codes cannot be stacked). Did you enter it correctly without spaces? If it still doesn't work, contact us before checking out.
Yes, completely. We use industry-standard SSL (Secure Socket Layer) encryption to protect your personal and payment information. We do not store your credit card details; they are processed securely by our payment provider.
Cards: Visa, Mastercard, Amex, Maestro. Wallets: Apple Pay, Google Pay, Shop Pay
We offer a 30-day return policy on all items. Items must be in original condition with tags attached.
SHIPPING & DELIVERY
For orders within EU / UK, there are no extra fees. For international orders outside this region, customs duties and taxes may apply upon arrival. These fees are the responsibility of the customer and are determined by your local customs office.
Check your mailbox and porch. Ask your neighbors or the reception desk. Check if the carrier left a 'Missed Delivery' note. Wait 24 hours (sometimes carriers mark items as delivered early). If you still can't find it, please contact us at SUPPORT.
We use premium carriers to ensure fast and safe delivery. Depending on your location, your order will be shipped with DHL, FedEx, UPS, PostNL, or Royal Mail.
We offer a 30-day return policy on all items. Items must be in original condition with tags attached.
RETURNS & REFUNDS
We do not offer direct exchanges. The fastest way to get the right size is to return your current item for a refund and place a new order for the correct size immediately.
Once your return reaches our warehouse, we inspect it within 2-3 business days. The refund is then issued to your original payment method and typically appears in your bank account within 5-10 business days, depending on your bank's processing time.
NO. Return shipping costs are THE RESPONSIBILITY OF THE CUSTOMER. However, if you received a damaged or incorrect item, the return is always free, please contact support first.
We offer a 30-day return policy on all items. Items must be in original condition with tags attached.
PRODUCT & SIZING
We frequently restock our core collection. For limited drops, once they are gone, they are gone.
Wash inside out at 30°C (86°F). Do not tumble dry. Iron on low heat. Always follow the specific care label inside the garment.
Check the Size Guide link on every product page for exact measurements. If you are between sizes, we recommend sizing UP for this collection.
We offer a 30-day return policy on all items. Items must be in original condition with tags attached.
CONTACT
Our team is available Monday - Friday, 09:00 - 17:00 CET. We aim to respond to all inquiries within 24-48 hours.
You can email us at support@sweetselene.com or use the Live Chat on our website. We do not currently offer phone support.
Yes, we ship to most countries worldwide. Shipping costs and delivery times vary by destination.
We offer a 30-day return policy on all items. Items must be in original condition with tags attached.