FAQ

About payment method

Q. Please tell me about the payment method.

A. You can pay by credit card, ApplePay, Amazon Pay, Google Pay, PayPal, Paidy, and other payment agencies, or mobile carrier payment.

We accept VISA, MasterCard, JCB, and American Express as credit cards.

About delivery

Q. Which shipping company will be used? Also, when will the product be shipped?

A. We will ship the product by Kuroneko Yamato. The tracking number for your parcel is included in the notification email when the product is shipped.

Please note that it takes the following number of days to ship the product after receiving your order.

  • Usually ships within 3 business days after ordering

Please note that some products, such as limited products and pre-order products, may take longer than usual.

Q. How much does shipping cost?

A. Shipping within Japan is free for purchases over 10,000 yen (including tax).

Q. Is it possible to ship outside of Japan?

A. If it is an area where EMS can be delivered, it can be shipped. If you have any concerns, please contact us using the contact form .

Can you ship internationally?

Yes, please check out through our online store .

About canceling an order

Q. I would like to cancel my order.

A. You can cancel your order only before the product is shipped. Please contact us from the contact form . We will process the cancellation.

Please note that we cannot accept cancellations due to customer convenience after the product has been shipped.

About exchange/return

Q. The size does not fit, so I would like to exchange (or return) it.

A. If the size of the product you purchased does not fit, we will accept exchanges for the desired size or equivalent product if it is in stock, or return it if it is out of stock. (excluding sale items)

Please contact us from the contact form within 7 days after the arrival of the product, and return the product to us within 7 days after contacting us.

If the size does not fit, we will accept the shipping/handling fee for exchanging or returning the product free of charge.
However, customers are responsible for the shipping costs when returning products that are eligible for various campaigns or sale products. Also, please note that we do not accept returns of campaign items, sale items, or items other than Sellenatela shoes.

Q. The product was damaged or soiled.

A. We make every effort to ensure the quality of our products, but in the unlikely event that the product is damaged or soiled, please contact us using the contact form within 7 days after the product arrives.

We will replace the item with a new one or an equivalent item at our expense.

Q. I received an item different from what I ordered.

A. I am very sorry. We take all possible measures to ship the product, but if you receive a product that is different from your order, please contact us using the contact form within 7 days after the product arrives.

We will cover the shipping and handling charges for the replacement.

Q. Please tell me the procedure for exchange/return.
    1. In the case of an exchange, please contact us within 7 days of receiving the item, specifying the desired size or the desired product, and in the case of a return, within 7 days of receiving the item. In the case of an exchange, we will check the stock status and contact you.
    2. Please enclose the Exchange/Return Form "EXCHANGE / RETURN FORM" with necessary items filled out and send the product to the address below. Products without packaging, labels, thin paper, etc. cannot be exchanged or returned. Please return the product in the same condition as when you purchased it.
    3. When the product arrives at our company, we will check the product, and if there is no problem, we will send you a replacement product. In case of return, we will process the refund.
[Product destination] HALL by Sellenatela
〒151-0063
Hiroi Building 2F , 2-16-8 Tomigaya, Shibuya-ku, Tokyo
    TEL/FAX:03-6419-7732

About refund

Q. Please tell me the timing of the refund.

A. Refunds will be processed as soon as the customer returns the product and confirms the contents.

After the procedure, the refund will be completed on your card in about 5 to 10 business days. Please note that the deadline for refunds differs depending on the credit card company.

In addition, due to the closing date of the credit card company, it may be debited once. In that case, please note that the credit card company will refund or deduct the amount used by the next month or the month after next.

About the product

Q. Please tell me about the size.

A. Please check the following regarding the size notation of Sellenatela.

Sellenatela 35 35.5 36 36.5 37 37.5 38 38.5
Japan twenty two 22.5 twenty three 23.5 twenty four 24.5 twenty five 25.5
AMERICA Five 5.5 6 6.5 7 7.5 8 8.5
ITALY 35 35.5 36 36.5 37 37.5 38 38.5
FRANCE 36 36.5 37 37.5 38 38.5 39 39.5

In addition, since the wooden pattern differs depending on the product, there is a difference in size. If you have any concerns, please contact us from CONTACT .

Q. Please tell me how to care for it.

A. We recommend care according to the material of the shoes. Please see this page .

Q. Is it possible to repair?

A. Yes. Please see this page for details.

Search