Return & Exchanges

At Selmori, we want you to feel confident when shopping with us. If something isn’t quite right, our team is here to help. Please review the policy below for return eligibility, non-returnable items, and refund conditions.

Returns & Exchanges

Return or exchange requests must be submitted within 14 calendar days of confirmed delivery.

Once return instructions have been issued, the return must be handed to the carrier within 14 calendar days. The first carrier acceptance scan will determine whether the return was shipped on time. Return authorizations expire after this period, except where a longer period is required by applicable law.

All returns and exchanges must be approved by our customer care team before being sent back. Customers must contact us before returning an item to obtain the correct return address and return instructions.

Voluntary exchanges are limited to one exchange per order and are subject to product availability. Unless the exchange is caused by a confirmed Selmori error, the customer is responsible for both the return shipping cost and the cost of shipping the replacement item. Replacement items will not be reserved until the original item has been received and inspected.

Expedited shipping upgrades, shipping protection, rush production fees, gift wrapping, and other optional service charges are non-refundable. Standard outbound delivery charges will be refunded only where required by applicable law.

Return Conditions

To be eligible for a return or exchange, items must meet all of the following conditions:

Unworn, unwashed, and unaltered
Returned with all original hangtags and security ribbons attached in their original positions, uncut, unaltered, and not reattached, together with all accessories, packaging, and protective materials
Free from perfume, makeup stains, deodorant marks, or other signs of use
Items may only be tried on briefly indoors. The security ribbon must remain attached while the item is being tried on. Items with a security ribbon that has been removed, cut, altered, replaced, or reattached will be treated as worn and will not be accepted for voluntary return or exchange. Items worn to an event or photoshoot, washed, altered, or showing pet hair, smoke odor, body odor, or other evidence of wear will be considered used and will not be eligible for return or exchange.
Sent back only after receiving return instructions from our team

Returns that are damaged, worn, contaminated, or missing the original packaging, hangtags, or security ribbon will not be accepted. Items showing evidence that the security ribbon or hangtags have been removed and reattached may also be refused.

Order Cancellation

Orders may be cancelled or amended within 12 hours of purchase if processing or production has not yet begun. Once an order has entered processing, production, or shipment preparation, cancellation or amendment may no longer be possible.
Please email service@selmori.com as soon as possible to request a cancellation.
Once an order begins processing, enters production, or is prepared for shipment, we may no longer be able to cancel or amend it.
Please review the product, color, size, shipping address, and other order details carefully before completing your purchase.

Non-Returnable Items

The following items are not eligible for return or refund:

Items marked as Final Sale
Clearance items
Custom-made or made-to-measure items
Personalized or altered items
Pre-sale items that have already entered production
Washed, worn, altered, damaged, or contaminated items
Items missing original tags, security ribbons, accessories, or packaging
Items returned after the applicable return period
Items returned without prior authorization
Items sent to an incorrect or unauthorized address
Discontinued items clearly marked as non-returnable at the time of purchase
Wholesale orders
Gift cards

What Is Not Considered a Defect

Because garments may vary slightly by fabric, lighting, and production batch, the following are not considered quality issues:

Slight color variation caused by screen settings or lighting
Minor loose threads
Subjective preferences regarding fabric feel, thickness, or transparency
Measurement differences within a 3–4 cm tolerance
Slight batch-to-batch variation

Damaged, Defective, or Incorrect Items

If you receive an item that appears to have been damaged during transit, is incorrect, or is missing from your parcel, please contact us within three calendar days of delivery. Include your order number and clear, unedited photo or video evidence showing the full item, the reported issue, size label, hangtags, security ribbon, original packaging, parcel condition, and shipping label.

For damaged or incorrect items, customers must also provide a clear photo showing the entire item rather than only a close-up of the reported issue. If the required evidence is incomplete, we may request additional photographs or videos before reviewing the claim.

The three-day reporting period allows us to investigate transit damage, missing items, and fulfillment errors promptly. It does not limit any non-waivable statutory rights relating to defects that could not reasonably have been identified within that period. Other suspected defects should be reported as soon as they are discovered.

Once confirmed, Selmori will offer an appropriate solution, which may include:

A replacement sent at our expense, or
A full refund for the affected item

For minor issues that do not affect wear, a partial refund or store credit may be offered where appropriate.

Return Shipping

For returns not caused by our error, customers are responsible for return shipping costs.

This includes, but is not limited to:

Ordering the wrong size
Personal preference or change of mind
Items no longer wanted
Exchange requests not related to product defects
Incorrect or incomplete shipping address entered at checkout

Returns must be sent using a tracked shipping service with all postage, customs duties, brokerage charges, and related costs prepaid. COD, freight-collect, and postage-due parcels will be refused.

The customer remains responsible for the returned item, including loss or damage in transit, until it has been delivered to the return address authorized by Selmori. Customers must retain their shipping receipt and tracking information until the return has been completed.

Original shipping charges are non-refundable unless the return is caused by a confirmed Selmori error.

If the original order qualified for free or discounted shipping, the actual outbound shipping cost paid by Selmori may be deducted from the refund for voluntary returns, where permitted.

If Selmori provides a prepaid return label for a return not caused by our error, the cost of that label may also be deducted from the refund. Customers who purchase return shipping directly from a carrier will not be charged again for the same return shipment.

Promotions, Bundles, and Complimentary Gifts

If a partial return causes the remaining order to no longer qualify for a bundle discount, promotional price, or complimentary gift, the refund will be recalculated based on the price applicable to the retained items.

Complimentary gifts must be returned unused and with their original packaging. If a complimentary gift is not returned, its stated value may be deducted from the refund where permitted by applicable law.

Delivered, Refused, or Unclaimed Packages

Selmori is not responsible for loss or theft occurring after a parcel has been confirmed as delivered to the shipping address provided at checkout, unless the carrier confirms misdelivery or applicable law requires otherwise. Customers should promptly check with household members, neighbors, building management, and the local carrier if a delivered parcel cannot be located.
Refusing delivery or failing to collect a parcel does not constitute an approved return or automatic cancellation. Any refund will be considered only after the parcel has been returned to and inspected by Selmori. Actual return shipping, customs, handling, storage, and redirection costs may be deducted where permitted by applicable law.
If a parcel is refused, unclaimed, or cannot be delivered due to an incorrect address, any resulting shipping or handling fees may be deducted from the refund.
If customs duties or import taxes are refused by the recipient, the order may not be eligible for full refund.

How to Request a Return

Email service@selmori.com with your order number and the item(s) you would like to return or exchange.
Explain the reason for the request.
If the item is damaged, defective, or incorrect, please include clear photo or video evidence.
Wait for approval and return instructions from our customer care team.
Ship the approved item back using a tracked shipping service.
Hand the parcel to the carrier within 14 calendar days after return instructions are issued, unless a longer period is required by applicable law.
Send us the tracking number once your return has been shipped.

Please do not send items back without prior approval. Returns sent without sufficient identifying information or to an address that has not been provided by our customer care team may be delayed, refused, or returned to the sender.

Refund Method for Voluntary Returns

Where permitted by applicable law, approved voluntary returns based on size, fit, color, change of mind, personal preference, or an item no longer being wanted will be reimbursed as Selmori Store Credit rather than refunded to the original payment method.

Selmori Store Credit will be issued only after the returned item has been received, inspected, and approved. The credit amount will be based on the actual amount paid for the approved returned item after discounts, promotional codes, and order-level adjustments have been applied. Original shipping charges, return shipping costs, optional service fees, customs charges, and other non-refundable amounts will not be included, except where required by applicable law.

Store Credit is linked to the customer account associated with the original order, is non-transferable, and cannot be redeemed for cash except where required by applicable law. Store Credit does not expire. Customers must sign in to the relevant customer account or use Shop Pay to apply Store Credit at checkout.

Where applicable law requires a refund to the original payment method, Selmori will provide that refund. Customers may voluntarily choose Store Credit instead where this option is offered.

Refunds

Once your return has been received and inspected, we will notify you of the outcome. Refunds are calculated based on the actual amount paid for the returned item after all discounts, promotional codes, and order-level adjustments have been applied. If a partial return changes the order’s eligibility for a discount, bundle price, complimentary gift, or free shipping promotion, the refund may be recalculated accordingly.

If approved, your refund will be issued to the original payment method.

Credit card refunds typically appear within 7-15 business days
PayPal refunds are usually processed within 48 hours

Please note:

Expedited shipping upgrades, shipping protection, rush production fees, gift wrapping, and other optional service charges are non-refundable
Return shipping costs may be deducted from the refund where applicable.
Customs duties, brokerage fees, unpaid postage, storage fees, or redirection costs incurred because of the return may be deducted where legally permitted
Refunds may be reduced to reflect the actual diminished value of items returned in a worn, damaged, contaminated, incomplete, or otherwise unsellable condition
Promotional discounts and complimentary gifts may be recalculated as described in this policy
Refunds will only be returned to the original payment method unless otherwise required by law
If the order qualified for free or discounted shipping, the actual outbound shipping cost may be deducted from voluntary return refunds where permitted
Any prepaid return label supplied by Selmori may be deducted from the refund for returns not caused by our error. The time required for inspection, communication, or the customer to provide missing information is not included in the payment provider’s refund posting time

Need Help?

If you have any questions about returns, exchanges, or refunds, please contact our team:

Email: service@selmori.com
WhatsApp: +1 213-281-8839