SELPH FAQ
FAQ
How do I style my items
We understand the everyday woman is busy.
To help your SELPH purchase, once you have ordered any item from SELPH and had some time to explore yourSELPH with your new look, you will be emailed a style guide – prepared by our co-founder (and stylist to the stars) Natalie to assist you in styling your new pieces. It’s one way we try to help you be your best SELPH.
Customer support
We’ve answered your most frequently asked questions to help you shop with confidence. For any further assistance, our Customer Service team is available Monday to Friday, 9am to 5pm AEST. Reach out via our email us at selphcare@selphthelabel.com
We reserve the right to update or modify our terms and conditions (including all website policies) at any time.
SHIPPING
We ship both domestically within Australia and internationally. All orders (excluding pre-order items) will be dispatched within the next business day of receiving the order before 5pm Monday to Friday AEST.
Once dispatched, shipping time will vary depending on the type of shipping selected.
Shipping within Australia
We offer FREE standard shipping Australia-wide on all orders where you spend over A$350. Standard shipping on orders A$350 and under is charged at a flat rate of $12.
Estimated delivery times are within 3-5 business days from the time the parcel is collected by the freight provider.
Express shipping is FREE on all orders where you spend over A$600 and is available to all Australian orders and available for orders A$600 and under at a flat rate of A$15. Estimated delivery times are within 1-2 days from the time the parcel is collected by the freight provider.
Once your order has been dispatched, you will receive a confirmation email along with carrier and tracking details.
International shipping
We currently ship to the following countries:
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United States of America
- Europe
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United Kingdom
- New Zealand
The cost of shipping is determined at checkout. Shipping times vary between 7-15 Business Days dependent on the relevant country.
Pre-order
Orders containing pre-order items will be processed as soon as stock arrives, based on the estimated date provided. You will receive an automated email notification once your order has shipped.
If your order includes both pre-order and in-stock items, the in-stock items will be shipped first within our standard shipping timeframes, while pre-order items will be dispatched separately as soon as they become available.
International shipping and customs
Taxes and Duties are determined at checkout. However, some orders may incur additional duties fees which vary from country to country, if the total value of an order surpasses a certain value. These fees are government related and out of SELPH's control. SELPH is not responsible for these fees.
Please note that we are unable to influence or predict the amount charged for customs duties or taxes. We recommend contacting your local customs office for more information regarding applicable charges for your specific order.
Lost or damaged packages
While we take great care to ensure your packages reach you in perfect condition, unfortunate incidents may occur during transit. In the event that your package is lost or damaged, please contact our customer support within 5 days of the expected delivery date. We will initiate an investigation and work towards a resolution, which may include a replacement, refund, or insurance claim in accordance with our Returns and Refund Policy.
Policy updates
This shipping policy is subject to change from time to time. Any revisions or updates will be communicated to you through our website or via email. It is recommended to review this policy periodically to stay informed about any modifications.
Disclaimer
Once a parcel has been delivered to your delivery address, we take no responsibility for any damage or theft that may occur. If you will not be present to accept delivery of your parcel or feel that your address is unsafe to leave a parcel unattended, we recommend sending your order to a work address.
Using a work address
If you are providing a work address, please always include the level (if a multi storey building) and the name of the company as Australia Post or DHL Express will return to sender if you do not make these details clear.
Redelivery due to incorrect or incomplete address
We can arrange redelivery for parcels with incomplete or incorrectly provided addresses; however, this will incur a redelivery fee equal to the original delivery cost along with any duties and taxes associated with the return which will be deducted from the customer’s refund.
No guarantee of delivery time
Please note that the delivery times specified are approximate and as provided by our shipping providers. We cannot guarantee these delivery times.
By placing an order with us, you acknowledge and agree to comply with the terms and conditions outlined in this shipping policy.
If you have any questions or require further clarification, please feel free to reach out to our customer support team at selphcare@selphthelabel.com. We are dedicated to providing you with a positive and seamless shipping experience.
RETURNS / EXCHANGES
We want you to be completely satisfied with your purchase. If for any reason you need to initiate a return or exchange, we have detailed instructions below. The policy outlines eligibility criteria, timeframes, and any associated restocking fees, if applicable.
How to initiate an exchange
Unfortunately we cannot process exchanges at this time. We kindly ask you to return the item and place a new order for the desired item.
How to initiate a refund
To request a refund, contact selphcare@selphthelabel.com within 14 days of receiving your order. In your request, please note your order number. If your return is approved, our Customer Care team will provide you with the return address and postage paid label for Australian returns as well as the instructions for returning your item.
Will you refund postage costs / duties & taxes if I return an item
All return shipping fees are covered by SELPH. However, international duties & taxes are the responsibility of the customer, unless deemed faulty. If your return does not comply with these conditions your item/s will not be accepted and returned to you at your cost.
How long does it take for my refund to be processed?
Once your return has been delivered at our Warehouse, your return request will be processed promptly. Your return will be processed 7-10 business days from delivery into our warehouse provided all products have been received and are in sellable condition.