FAQ - Frequently asked questions
FAQ – Frequently Asked Questions
Ordering Process
How do I place an order?
You can place an order on our website https://selfiestore.pl/. It is not necessary to create an account to place an order. When you add the products to your basket, please select the payment and delivery method and accept the terms and conditions of the store. The last step is to click the button Order and Pay, this is your order confirmation.
What is the processing time of the purchase?
Usually 1-2 business days. However, please remember that this time can be extended, for example, during the promotional period. In addition, some of our products are made upon request in our Studio in Warsaw. If fast order execution is important to you, please leave a comment when submitting your order or write to us at sklep@selfiestore.pl
Can I place an order via phone?
Unfortunately no, we only accept orders via our website.
Can I place an order via Facebook or Instagram?
Unfortunately no, we only accept orders via our website
What do the order statuses mean?
Status pending means we have received your order. If you have chosen the cash on delivery or the fast PayU payment option, we will start completing your order as soon as possible.
Status waiting for payment means that we are waiting for your payment to be credited to the account.
Status awaiting payment - if you have chosen the cash on delivery option, this status means that the order has not been processed yet.
Status processing means that the order has been placed correctly and is waiting for completion.
Status in production means that the order has been transferred to our Studio because at least one product is custom made.
Status Ready means that the order is completed and ready for dispatch.
Status payment received means that your transfer has already been credited to our account and we will start processing your order soon.
Status completed means that your order is ready and waiting to be picked up by the courier. It will continue its journey no later than the next working day.
Statuses Closed or Canceled mean that your order has been canceled. If the order has not been canceled at your request, it may be due to, for example, exceeding the time allowed for payment or an error at the checkout.
How can I find out about my order status?
When the order starts to be processed, you will be informed about the change of status by e-mail. If you have an account set up on our website, you can check the order status after logging into the Purchase History tab.
What message should I receive after placing my order?
If the order has been placed correctly, you should receive an e-mail with the order confirmation and number within a few minutes.
Why is my order cancelled?
Your order may have been canceled due to a payment error or because it was not paid within the foreseen time. The order may also be canceled at the customer’s request.
Can I introduce changes to my order?
Yes, it is possible to make changes to your order until your order is shipped. We try to ship orders quickly, so please contact customer service as soon as possible by phone: +48 733 033 022 or by mail: sklep@selfiestore.pl
How do I use a voucher code?
Please enter your voucher code in the "Voucher Code" box during the order submission.
Where can I find information about promotions, discount codes, new collections, etc.?
You can sign up for our newsletter (at the bottom of the page) or follow our Instagram and Facebook.
Payment and delivery
What are the delivery options?
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- DHL courier - prepayment or cash on delivery
- Pick-up at DHL collection point - prepayment or cash on delivery
- InPost parcel lockers - prepayment or cash on delivery
- Self-pickup - Pickup in store (Mokotowska 28 Street, Warsaw)
Which are the payment methods?
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- Bank transfer
- PayU
- Cash on delivery service
- Cash on delivery service in parcel
How much time do I have to pay for the order?
You have 10 calendar days to pay for the order.
What can I do when the PayU payment is not successful?
In this case, you can simply place a new order or make a transfer to our account (81 1140 2004 0000 3102 7845 6756) by entering the number of your order on transfer title.
To which account can I deposit money?
Data for the transfer:
Selfie Group Sp. z o.o.
Puławska 48/4
02-559 Warszawa
MBank account number: 81 1140 2004 0000 3102 7845 6756
Please specify the order number in the title of the bank transfer.
Can I collect goods in person?
Yes, you can pick up your order in person in Warsaw at our boutique at Mokotowska 28 Street, from Monday to Friday from 11:00 to 19:00 and on Saturday from 11:00 to 16:00. The only form of payment for this delivery method is prepayment by PayU or traditional transfer.
How much time do I have to pick up my order from a stationary store?
Your order will be waiting for you in the boutique for 7 days.
Can I track my shipment and where can I find the tracking number?
Yes, you can track your parcel on the websites of our carriers Track your shipment | DHL | Polska or Track your shipment InPost | InPost - Parcel lockers, Courier, Courier Shipments.
You will receive the tracking number by e-mail when the order is processed.
If my order has already shipped, when will I get it?
If your order is shipped, it should be with you the next business day.
Is there a possibility of sending the shipment abroad?
Yes, we send foreign orders by DHL courier. The cost depends on the recipient country, you can check it when choosing a delivery method when ordering.
Which countries do you ship to?
We currently ship orders within the European Union and to Great Britain. If you want to order our products to another country, please contact us by e-mail. Write to sklep@selfiestore.pl.
How will the purchased products be packaged?
All purchased products will be packed in decorative boxes and secured with a gold insert in a cardboard box. The entire jewelry set is packed in one box, so if your purchases are to be used a gift for several people, please insert a comment to the order and we will pack each product separately.
I would like the jewelry to be gift wrapped. What should I do?
If you need gift wrapping, please let us know in the comments. Jewelry will be shipped without price tags in a box decorated with a ribbon. We can also send the gift directly to the addressee. Write us an e-mail and let us know, and the receipt will not be included with the order; it will only be scanned and sent directly to you.
Will jewelry care kits be included with the order?
No, we do not include cloths or additional jewelry care kits
Returns, exchanges and complaints
How can I withdraw from the sales agreement?
Please fill in the form on our website and send it to us together with the returned products and the receipt. You have 30 day of Right to Withdraw from the day you receive the package.
https://selfiestore.pl/webpage/zwroty-i-reklamacje.html
In the event of cancellation will I be refunded postage costs for the return?
Yes, but only if the entire order is returned. If you are returning only part of the order, shipping costs are not reimbursed.
How long does it take to return money to my bank account?
It will be a maximum of 10 business days from the moment we receive the parcel with the returned products. However, we try to return the money to you as soon as possible.
How can I check if the parcel with the returned products has already been received?
You can contact us by e-mail sklep@selfiestore.pl or by phone 733 033 022.
How do I submit a complaint?
Please send us properly secured jewelry and a completed complaint form with the receipt. The printable form is available on our website in the Returns and Complaints tab.
How much time after the purchase do I have to submit a complaint?
Two years
How long do I wait for the consideration of complaints?
14 days from the moment we receive the returned products and the form. However, please remember that the repair of jewelry may take longer. You will be notified by e-mail along with information about the complaint status.
How do I exchange the purchased product for another one?
In case of replacing the same product with a different size, please send us jewelry without signs of wear, together with the receipt. In case of replacement for a completely different product, please proceed as in the case of withdrawal from the agreement – return the jewelry with the form and place a new order.
Can I repair products purchased in another store?
Unfortunately, we do not provide that option, we only repair our branded products.
What do repairs cost?
The cost of repair is priced individually. In the case of a broken string in stretch rings and bracelets, repair will cost 5-10 PLN if no elements have been lost.
Can I send the jewelry for re-gilding?
Yes, if more than two years have passed since your purchase, but you would like to gild your jewelry again, please send it to our address together with the completed repair form. Pricing depends on the specific model and ranges between 10% and 20% of the purchase price.
How long does repair take?
The repair time is up to 45 days, depending on the type of repair.
Jewelry – materials and care
What is the jewelry made of?
Earrings, ear cuffs, classic rings, chains and pendants are mostly made from gold-plated silver or brass. Stretch jewelry such as bracelets, rings or necklaces is made from selected natural stones, cultured pearls, and glass beads. The production of certain elements of Selfie jewelry involves the use of Gold-Filled gilding technology. This is an extremely durable gilding method that uses diffusion technology, which consists in "welding together" brass and a layer of about 2 microns of 14-carat gold. With appropriate conditions of use, the gilding layer can last up to 7 years. You can find detailed information about the product composition in the product card in the "Product details" tab and at https://selfiestore.pl/i/nasze-materialy
Do you make gold jewelry?
No, our jewelry is gold-plated with 14 carat gold.
What are stretch rings and bracelets?
Stretch bracelets and rings are cut stones, GF beads, and various pendants strung on a special jewelry string imported from Japan. The string is extremely durable and all stretch products are threaded and tied by hand.
How do I choose the right size of jewelry?
See our size guide https://selfiestore.pl/i/przewodnik-po-rozmiarach
Is the jewelry handmade?
All stretch models such as rings, bracelets or necklaces are made in our Studio in Warsaw.
How should I store jewelry?
It is best to store your jewelry in an airtight package, away from moisture; not in our box, and certainly not in the bathroom.
Can I rinse my jewelry with water?
No, you cannot rinse jewelry, spray perfume on it, or bathe in it. Jewelry that has traces of inappropriate use is not subject to complaint.
I would like to enlarge or reduce my stretch bracelet or ring, is it possible?
Yes, but resizing jewelry requires an additional fee. In the case of rings, the cost is about PLN 5, and for bracelets about PLN 10. If you would like to order a product in a non-standard size, please let us know in the comment to the order or contact us by e-mail at sklep@selfiestore.pl. As with all modified products, custom-sized items are non-refundable and discounts do not apply.
I would like to modify my stretch bracelet or ring, is it possible?
Yes, but additional elements or replacement with a more expensive element, e.g., replacing the stone with GF, requires an additional fee. Before you send us a product for modification, please contact us so that we can calculate the cost. Modified products are non-refundable and discounts do not apply.
Is it possible to make a stretch bracelet or ring on request?
Yes, but additional elements or replacement with a more expensive element, e.g., replacing the stone with GF, requires an additional fee. Modified products are non-refundable and discounts do not apply. If you want to modify the ordered product, please let us know in the comment to the order.
Where are your boutiques located at?
You can find a list of our sales points here: https://selfiestore.pl/pl/nasze-sklepy