Return & Refund Policy

This policy explains how returns, exchanges and refunds work for sandals, dresses, footwear and 3-piece linen sets bought from Selenalondon. We offer a 30-day return window and process approved refunds within 10 business days, on top of the legal cancellation rights you already have as a UK-based customer.

Your legal right to cancel, before our 30-day policy even applies

Separately from — and in addition to — the 30-day return window described in Section 3, UK law gives you a statutory "cooling-off" right whenever you buy online. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason, with no justification needed:

As a company registered in France, we are also subject to the French droit de rétractation (Code de la consommation, Articles L221-18 et seq.), which grants an equivalent 14-day right of withdrawal for distance sales. In practice, both frameworks point to the same 14-day minimum.

Our own Return & Refund Policy is more generous than this legal minimum: we give you 30 days, not 14, to request a return, and we process refunds within 10 business days rather than the 14-day legal maximum. The rest of this page describes how our extended policy works in practice — it sits on top of, and never below, your statutory rights.

Our 30-day return window

You have 30 calendar days from the date you receive your order to request a return of any sandals, dresses, footwear or 3-piece linen sets you've bought from us. The 30 days start on the day your parcel is marked as delivered by the carrier, not the day you placed the order.

If your order arrived as several parcels, the 30-day window for each item runs from the delivery date of the parcel containing that item. You must contact us to request the return within the 30-day window; the item does not need to have arrived back with us by day 30, provided your request was made in time.

Returns requested after the 30-day window has closed will not normally be accepted, except where the item is faulty, damaged or not as described — see Section 8, which is covered separately under the Consumer Rights Act 2015 and is not subject to this 30-day limit in the same way.

Condition rules, by product category

To be accepted, a return must be unused, unworn and in the condition you received it, with all original tags, labels and packaging. Because our catalogue spans footwear and apparel, the specific checks we make differ slightly by category:

Items that show clear signs of wear, alteration, washing, or damage caused after delivery may be refused, or may only qualify for a partial refund that reflects the reduction in value. This does not affect your right to a full refund for items that are faulty, damaged in transit, or not what you ordered — see Section 8.

What can't be returned

The following are not eligible for return or refund under this policy, except where the item itself is faulty, damaged or incorrect:

• Items marked as final sale, clearance, or non-returnable on the product page at the time of purchase.
• Sandals, footwear, dresses or linen sets that have been worn outdoors, washed, altered, or damaged after delivery.
• Items returned without their original tags, or without their original shoebox in the case of footwear.
• A single item from a 3-Piece Linen Set returned on its own, without the other two pieces.
• Gift cards, where offered, which are non-refundable once issued.

How to start a return

Return shipping & who pays for it

If you're returning an item because you changed your mind, chose the wrong size, or simply no longer want it, you are responsible for the cost of shipping it back to us in France. We recommend using a tracked service, since we cannot issue a refund for a parcel that does not arrive and cannot be traced.

If the item is faulty, damaged in transit, or not what you ordered, Selenalondon covers the full cost of return shipping — see Section 8 for how we arrange this.

We do not charge a restocking fee on eligible returns. Original outbound delivery charges (where any applied) are refunded only where required by your statutory cancellation right described in Section 2, or where the item was faulty, damaged or incorrect.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods you buy from us must be of satisfactory quality, fit for purpose, and match their description. If a pair of sandals arrives with a manufacturing defect, a dress is damaged in transit, or you receive the wrong item entirely, this is not treated as a change-of-mind return — you are entitled to a full refund, replacement or repair, and you never pay for return shipping in this situation.

Please contact us within 30 days of receiving a faulty or incorrect item, with clear photographs showing the fault or the discrepancy from what you ordered. This mirrors the "short-term right to reject" available under the Consumer Rights Act 2015, which allows a full refund within the first 30 days for goods that do not conform to the contract.

If a fault becomes apparent after 30 days, you may still be entitled to a free repair or replacement, or a partial refund, depending on how long you've had the item — please contact us and we'll talk you through your options under the Act.

Refunds: amount, method & timing

Once your returned item arrives with us, we inspect it against the condition rules in Section 4. If it's approved, we process your refund within 10 business days of receiving and inspecting the return — in most cases considerably sooner.

• Method: refunds are always issued to the original payment method used at checkout — we do not issue cash refunds or store credit unless you specifically ask for an exchange instead.
• Amount: the full price you paid for the returned item(s). Original delivery charges are refunded only in the circumstances described in Section 7.
• Partial refunds: if an item shows signs of use or is missing its tags or box, we may deduct an amount reflecting the reduction in value, rather than refuse the refund entirely.
• Confirmation: we email you once your refund has been processed. Your bank or card provider may take a few additional days to show the funds in your account.

Exchanges

We're happy to offer a straight exchange for a different size or colour of the same sandal, dress, footwear style or linen set, subject to stock availability. Because our collections move quickly, we recommend contacting us before posting anything back, so we can check the size or colour you want is in stock and hold it for you where possible.

If the item you'd like has sold out, we'll offer a refund instead, following the same process and timelines as Section 9.

Cancelling an order before it's dispatched

If you change your mind shortly after placing an order, contact us straight away at contact@selenalondon.com. Orders are usually processed for dispatch within 1–2 business days, so the sooner you contact us, the more likely we can cancel before your parcel leaves France and issue an immediate full refund.

Once an order has entered processing or has already been dispatched, we're no longer able to intercept it — but you remain fully covered by your 14-day statutory cancellation right (Section 2) and our 30-day return window (Section 3) once it arrives.

Returning a parcel from the UK to France

Because we ship from France and sell to the UK, a return crosses the same customs border your original order did, just in reverse. When you send an item back, please:

• Mark the parcel and any customs declaration as "returned goods" rather than a new sale, to avoid unnecessary import charges being applied on arrival in France.
• Keep your proof of postage and tracking number until your refund or exchange has been confirmed.
• Contact us if your chosen carrier asks for a specific customs code or commercial invoice for the return — we're happy to help you complete this correctly.

Selenalondon is not responsible for customs charges incorrectly applied to a return because it was declared as a new purchase rather than a returned item.

Late or missing refunds

If more than 10 business days have passed since we confirmed your refund was processed and you still haven't received it:

• Check your bank or card statement again, as processing times vary between providers.
• Contact your card issuer or bank — refunds can sometimes take a few additional business days to post officially, even after they've been issued on our end.
• If you've done this and still haven't received your refund, contact us at contact@selenalondon.com with your order number and we'll investigate promptly.

Governing law & your statutory rights

Nothing in this policy limits or replaces the legal rights you already have as a UK consumer. In particular, this policy operates alongside:

• The Consumer Rights Act 2015, which requires goods to be of satisfactory quality, fit for purpose and as described, and gives you a short-term right to reject faulty goods within 30 days.
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which gives you a 14-day cooling-off right for online purchases, described in Section 2.
• The French Code de la consommation, including the droit de rétractation (Articles L221-18 et seq.) and the légale de conformité guarantee, which apply to us as a business established in France.

Where any term of this policy is found to conflict with a right you hold under UK or French law, your statutory right always takes precedence.

Complaints & dispute resolution

We'd always rather resolve a return or refund issue directly, so please contact our customer service team first at contact@selenalondon.com and we'll do our best to put things right.

If you remain unhappy after speaking with us, you can seek free, impartial advice from Citizens Advice at citizensadvice.org.uk, or report the issue to Trading Standards via the Citizens Advice consumer service. You may also raise a formal complaint with the French consumer protection authority, the DGCCRF, given that JLA Marketing is registered in France.

Changes to this policy

We may update this Return & Refund Policy from time to time as our product range, carriers or applicable law change. Any update will be published on this page with a revised "Last updated" date shown in the hero at the top. Changes will not apply retroactively to reduce the return window or refund timeline for an order placed before the change was published.

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