Transport and delivery
At SELANO we understand that our customers are the heart of our business. Our goal is to ensure that every customer has a positive experience with us. We pride ourselves on the quality of our products and the level of service we provide. To ensure that your shopping experience with us is smooth, we recommend that you read our shipping policy carefully before placing an order. We believe that transparency is the key to building trust with our customers, and we want to ensure that you fully understand our shipping terms.
Order confirmation and delivery
After you have placed an order with us, you will receive an email confirming your order. Once your order has shipped, you will receive a shipping confirmation with all the necessary information about your order, including the tracking number, courier partner, and estimated delivery date. Please check your spam folder if you are not receiving these emails.
Processing time and delivery timing
We ask that you allow us one business day to process your order before it can be shipped. It is important to note that this processing time is separate from the shipping time. Therefore, the total time it takes you to receive your order is the processing time plus the shipping time.
Also, please note that we only ship orders on business days (Monday to Friday). Orders placed on weekends or holidays will be processed the next business day.
Courier and tracking partners
When you place an order with SELANO, we work with reliable courier companies to ensure that your order is delivered to you on time and in good condition. Once your order has been shipped, we will send you a shipping confirmation email with a link to track your order. You can use this link to track the delivery of your package. Please note that the delivery time stated in the email is an estimate and may vary depending on your location and the availability of your courier. Yes, it is important to remember that it may take 1-4 days for the tracking information to appear on the carrier's website.
Although SELANO works with reliable courier companies to ensure safe and timely delivery of your package, we cannot guarantee delivery within a specific time frame. In the event of delivery delays or problems, SELANO will work with you to resolve the issue as quickly as possible. However, SELANO is not responsible for any delays or problems during the shipping process.
Signatures and package delivery
Some of our courier partners require a signature upon delivery. If this is the case, the courier will not leave the package with you without a signature from someone at the shipping address. If no one is available to sign for the package, the courier may leave the package nearby or try to resend it at a later time. Please note: SELANO is not responsible for any problems that may arise due to the courier's decisions to leave parcels without a recipient.
If you know you won't be available to receive the package when it arrives, you may be able to arrange for someone else to sign for the package. You can also contact the courier company directly to make alternative delivery arrangements. It is important to note that SELANO is no longer responsible for the package or any problems that may arise after the package has been delivered and signed for.
Please note that we cannot guarantee delivery on Saturdays even if your delivery has been upgraded to express.
Damage due to handling by the courier
At SELANO we make sure that all our products are of the highest quality and well packed to prevent damage during transport. However, sometimes packages may be damaged due to handling by the courier company.
If you receive a package that looks damaged, we recommend taking a photo of the package and contacting the courier company as soon as possible to report the problem. Also send us the same photos to info@selano-il.com and we will do our best to help.
Please note that damage caused by the courier service is not covered by our returns policy. We perform thorough quality checks on all items before shipping, and all items are very securely packaged and wrapped in bubble wrap. However, we cannot control how the courier handles the package once it leaves our facilities.
We appreciate your understanding on this matter, and we will do our best to help you resolve issues with damaged packages.
Incomplete/incorrect orders
If your package arrives with missing or incomplete items, please contact us at info@selano-il.com with your order number and details of the missing or incomplete items within 48 hours of receiving the package. Depending on stock and availability, we may ship products separately. In that case, you will receive separate shipping confirmations with the tracking number for each package. We will pay shipping costs for missing or incomplete items. If we are unable to provide a replacement, we will issue a refund for the missing or missing items.
Order changes and accurate shipping information
It is the customer's responsibility to ensure that the shipping information is accurate and complete at the time of payment. Incomplete or incorrect shipping information may result in delayed processing or order cancellation. For address issues detected by the system, our customer service team will send an email to verify your shipping details within 3 business days of placing the order. If we do not receive a reply within this time, we reserve the right to cancel your order.
If you see an error in your shipping details, please email info@selano-il.com within 24 hours of placing your order. We will do our best to make changes, but we cannot guarantee that we will be able to make changes after this time.
Delayed delivery
At SELANO we understand that it is important for you to receive your order on time, and we try to send all orders as quickly as possible. However, please note that in some cases delivery delays may occur due to circumstances beyond our control.
For example, courier partners may experience unexpected delays or problems during transportation, such as severe weather conditions or transportation disruptions. In such cases we will do our best to work with the courier to ensure that your package is delivered as quickly as possible.
In addition, there may be unforeseen circumstances that may delay the processing or shipment of your order, such as product availability issues, handling verification issues, or payment processing delays. We will notify you as soon as possible if there are any problems with your order that may cause a delay.
Please note: SELANO is not responsible for delivery delays caused by external factors beyond our control, and we cannot guarantee the exact delivery date. However, we will always do our best to keep you updated on the status of your order and provide all possible assistance in resolving any issues.
Free shipping on all orders
We offer free shipping on all orders in Israel.
Please note that additional taxes, duties and charges may apply upon delivery. These costs are the responsibility of the recipient and are not included in the shipping costs charged by SELANO. Please contact your local customs office for more information on possible charges before placing your order.
Lost or stolen packages
We understand that it can be frustrating to deal with lost or stolen packages during the shipping process. But once we deliver the package to our mission partners, we no longer have control over it. In case your package is lost or stolen, please contact us at info@selano-il.com and we will do our best to help you.
If your package is lost or stolen, we recommend contacting the courier company directly to file a claim. Most courier companies have a claim procedure for lost or stolen packages, and they may require additional information from you to complete the procedure. We will also contact the courier company on your behalf in order to follow up on the claim and provide updates.
Please note: SELANO is not responsible for packages lost or stolen during the shipping process, and are outside of our refund policy. However, we will make every effort to help you solve the problem. If the package is not found or delivered, we can offer you a replacement depending on the situation.
In some cases, the courier company can find the package and deliver it to you. However, if the package is not found, we recommend reporting it to the police.
Rehearsals
We understand that sometimes you may need to return an item you purchased from SELANO. from Selano, and we want to make this process as easy as possible for you. Please note that when returning an item, customers are responsible for the cost of returning the item to us.
To begin the returns process, please review our returns policy, which outlines the conditions under which we accept returns. You can find our return policy on our website https://selano-il.com/pages/return-refund-policy. Please read the policy carefully to ensure your refund meets the required conditions.
If you have any questions or concerns about the returns procedure, please do not hesitate to contact our customer service at info@selano-il.com. We are here to help you and will be happy to answer any questions you may have about the returns procedure.
Cancellation and refusal
SELANO reserves the right to cancel and refuse any order placed on our website. We may, at our sole discretion, limit or cancel quantities purchased per person, household or order. In the event that we make a change or cancel an order, we will try to notify you by contacting you at the email address provided when you placed the order. We reserve the right to refuse or cancel any order that we suspect is fraudulent, unauthorized, illegal or in violation of these Terms of Service.
If we cancel, at our sole discretion, an order not requested by the customer, we will issue a refund instead. Please note that refunds may take 3-5 business days to process depending on your bank or credit card company. We apologize for the inconvenience this may cause.
Shipping policy changes
SELANO reserves the right to change or update this shipping policy at any time without notice. It is the customer's responsibility to review the most recent version of the shipping policy before making a purchase and using our products.
By purchasing and continuing to use SELANO products, the customer indicates his agreement to this shipping policy, including any changes.
We encourage our customers to review this policy periodically to stay informed of any changes or updates that may affect their orders. If you have any questions or concerns about our shipping policy, please do not hesitate to contact us.
Order confirmation and delivery
After you have placed an order with us, you will receive an email confirming your order. Once your order has shipped, you will receive a shipping confirmation with all the necessary information about your order, including the tracking number, courier partner, and estimated delivery date. Please check your spam folder if you are not receiving these emails.
Processing time and delivery timing
We ask that you allow us one business day to process your order before it can be shipped. It is important to note that this processing time is separate from the shipping time. Therefore, the total time it takes you to receive your order is the processing time plus the shipping time.
Also, please note that we only ship orders on business days (Monday to Friday). Orders placed on weekends or holidays will be processed the next business day.
Courier and tracking partners
When you place an order with SELANO, we work with reliable courier companies to ensure that your order is delivered to you on time and in good condition. Once your order has been shipped, we will send you a shipping confirmation email with a link to track your order. You can use this link to track the delivery of your package. Please note that the delivery time stated in the email is an estimate and may vary depending on your location and the availability of your courier. Yes, it is important to remember that it may take 1-4 days for the tracking information to appear on the carrier's website.
Although SELANO works with reliable courier companies to ensure safe and timely delivery of your package, we cannot guarantee delivery within a specific time frame. In the event of delivery delays or problems, SELANO will work with you to resolve the issue as quickly as possible. However, SELANO is not responsible for any delays or problems during the shipping process.
Signatures and package delivery
Some of our courier partners require a signature upon delivery. If this is the case, the courier will not leave the package with you without a signature from someone at the shipping address. If no one is available to sign for the package, the courier may leave the package nearby or try to resend it at a later time. Please note: SELANO is not responsible for any problems that may arise due to the courier's decisions to leave parcels without a recipient.
If you know you won't be available to receive the package when it arrives, you may be able to arrange for someone else to sign for the package. You can also contact the courier company directly to make alternative delivery arrangements. It is important to note that SELANO is no longer responsible for the package or any problems that may arise after the package has been delivered and signed for.
Please note that we cannot guarantee delivery on Saturdays even if your delivery has been upgraded to express.
Damage due to handling by the courier
At SELANO we make sure that all our products are of the highest quality and well packed to prevent damage during transport. However, sometimes packages may be damaged due to handling by the courier company.
If you receive a package that looks damaged, we recommend taking a photo of the package and contacting the courier company as soon as possible to report the problem. Also send us the same photos to info@selano-il.com and we will do our best to help.
Please note that damage caused by the courier service is not covered by our returns policy. We perform thorough quality checks on all items before shipping, and all items are very securely packaged and wrapped in bubble wrap. However, we cannot control how the courier handles the package once it leaves our facilities.
We appreciate your understanding on this matter, and we will do our best to help you resolve issues with damaged packages.
Incomplete/incorrect orders
If your package arrives with missing or incomplete items, please contact us at info@selano-il.com with your order number and details of the missing or incomplete items within 48 hours of receiving the package. Depending on stock and availability, we may ship products separately. In that case, you will receive separate shipping confirmations with the tracking number for each package. We will pay shipping costs for missing or incomplete items. If we are unable to provide a replacement, we will issue a refund for the missing or missing items.
Order changes and accurate shipping information
It is the customer's responsibility to ensure that the shipping information is accurate and complete at the time of payment. Incomplete or incorrect shipping information may result in delayed processing or order cancellation. For address issues detected by the system, our customer service team will send an email to verify your shipping details within 3 business days of placing the order. If we do not receive a reply within this time, we reserve the right to cancel your order.
If you see an error in your shipping details, please email info@selano-il.com within 24 hours of placing your order. We will do our best to make changes, but we cannot guarantee that we will be able to make changes after this time.
Delayed delivery
At SELANO we understand that it is important for you to receive your order on time, and we try to send all orders as quickly as possible. However, please note that in some cases delivery delays may occur due to circumstances beyond our control.
For example, courier partners may experience unexpected delays or problems during transportation, such as severe weather conditions or transportation disruptions. In such cases we will do our best to work with the courier to ensure that your package is delivered as quickly as possible.
In addition, there may be unforeseen circumstances that may delay the processing or shipment of your order, such as product availability issues, handling verification issues, or payment processing delays. We will notify you as soon as possible if there are any problems with your order that may cause a delay.
Please note: SELANO is not responsible for delivery delays caused by external factors beyond our control, and we cannot guarantee the exact delivery date. However, we will always do our best to keep you updated on the status of your order and provide all possible assistance in resolving any issues.
Free shipping on all orders
We offer free shipping on all orders in Israel.
Please note that additional taxes, duties and charges may apply upon delivery. These costs are the responsibility of the recipient and are not included in the shipping costs charged by SELANO. Please contact your local customs office for more information on possible charges before placing your order.
Lost or stolen packages
We understand that it can be frustrating to deal with lost or stolen packages during the shipping process. But once we deliver the package to our mission partners, we no longer have control over it. In case your package is lost or stolen, please contact us at info@selano-il.com and we will do our best to help you.
If your package is lost or stolen, we recommend contacting the courier company directly to file a claim. Most courier companies have a claim procedure for lost or stolen packages, and they may require additional information from you to complete the procedure. We will also contact the courier company on your behalf in order to follow up on the claim and provide updates.
Please note: SELANO is not responsible for packages lost or stolen during the shipping process, and are outside of our refund policy. However, we will make every effort to help you solve the problem. If the package is not found or delivered, we can offer you a replacement depending on the situation.
In some cases, the courier company can find the package and deliver it to you. However, if the package is not found, we recommend reporting it to the police.
Rehearsals
We understand that sometimes you may need to return an item you purchased from SELANO. from Selano, and we want to make this process as easy as possible for you. Please note that when returning an item, customers are responsible for the cost of returning the item to us.
To begin the returns process, please review our returns policy, which outlines the conditions under which we accept returns. You can find our return policy on our website https://selano-il.com/pages/return-refund-policy. Please read the policy carefully to ensure your refund meets the required conditions.
If you have any questions or concerns about the returns procedure, please do not hesitate to contact our customer service at info@selano-il.com. We are here to help you and will be happy to answer any questions you may have about the returns procedure.
Cancellation and refusal
SELANO reserves the right to cancel and refuse any order placed on our website. We may, at our sole discretion, limit or cancel quantities purchased per person, household or order. In the event that we make a change or cancel an order, we will try to notify you by contacting you at the email address provided when you placed the order. We reserve the right to refuse or cancel any order that we suspect is fraudulent, unauthorized, illegal or in violation of these Terms of Service.
If we cancel, at our sole discretion, an order not requested by the customer, we will issue a refund instead. Please note that refunds may take 3-5 business days to process depending on your bank or credit card company. We apologize for the inconvenience this may cause.
Shipping policy changes
SELANO reserves the right to change or update this shipping policy at any time without notice. It is the customer's responsibility to review the most recent version of the shipping policy before making a purchase and using our products.
By purchasing and continuing to use SELANO products, the customer indicates his agreement to this shipping policy, including any changes.
We encourage our customers to review this policy periodically to stay informed of any changes or updates that may affect their orders. If you have any questions or concerns about our shipping policy, please do not hesitate to contact us.