FAQs

FAQ

1. CONTACT US

Email: clientservices@sisialene.com

WhatsApp: +436502179840

2. SHOPPING

2.1 HOW DO I PLACE AN ORDER ONLINE?

To place an order online for our debut pendant collection “Balloon Initials,” please follow these steps:

Start by visiting our website and click on the “FINE JEWELLERY” section in the navigation menu.

Within the “FINE JEWELLERY” section, you will find our debut pendant collection “Balloon Initials.”

Once you find the desired piece from the “Balloon Initials” collection, click on its picture to open the piece’s page. This page will provide you with detailed information about the piece, including images and other relevant details.

Click on the “ADD TO BAG” button to add the piece to your bag.

To review your order and proceed with the purchase, follow these steps:

Click on the shopping bag icon located in the upper right corner of the screen. A slide-out window will appear showing the contents of your bag. From there, you can either click on “VIEW BAG” or “CHECKOUT” to proceed.

If you clicked on “VIEW BAG,” you will be taken to the bag page where you can review the pieces you have added. Here, you can make any necessary changes, such as updating quantities or removing pieces if needed. You can also make changes to your bag directly from the slide-out bag. In the slide-out window, you can update quantities or remove pieces by adjusting the quantity or using the remove button.

After reviewing your bag and making any desired changes, click on the “CHECKOUT” button to proceed with your purchase. This will take you to the checkout page.

ON THE CHECKOUT PAGE, FOLLOW THESE STEPS:
Enter your shipping information, including your name, address, and contact details. Select the preferred payment method and provide the necessary details.

Double-check all the information you have entered to ensure its accuracy.

Finally, click on the “PLACE ORDER” button to complete your purchase.

Once payment has been made, an email summarizing the order and acknowledging receipt will be sent immediately to the email address provided.

2.2 CAN I MODIFY OR CANCEL MY ORDER?

Orders placed on SISIALENE.com may not be cancelled or modified. Please rest assured that you may always return your order upon receipt if you no longer wish to keep it.

2.3 HOW DO I TRACK THE STATUS OF MY ORDER?

To track the status of your order, updates will be sent to you by email. Additionally, you can visit our dedicated order tracking page. On this page, simply enter your order id and the email address used during the purchase process. This will provide you with the most up-to-date information about the progress of your order.

2.4 WHAT IS A SPECIAL ORDER?

A special order is a limited edition item that can be customized to your preferences, including personalized engravings and tailored designs. Each special order requires 6-8 weeks for crafting and shipping, ensuring a unique piece made just for you.

2.5 WHEN WILL I BE CHARGED FOR MY ORDER?

You will be charged for your order via direct bank transfer. After placing your order, you will receive our bank details. We will begin crafting your piece once we have received your payment.

3. PAYMENT

3.1 PAYMENT METHODS

At this moment, we accept direct bank transfers, ensuring a secure and straightforward payment option.

3.2 PAYMENT SECURITY

Direct bank transfers are secure, involving direct transactions between banks that minimize fraud risk and keep your financial information confidential.

4. SHIPPING & TRACKING

4.1 SHIPPING TIMES AND COSTS

SPECIAL ORDER SHIPPING

For special orders, the crafting and shipping time is 6-8 weeks after we receive your payment via direct bank transfer.

Enjoy complimentary shipping for all orders—no additional charges for delivery.

Once your special order item is ready, we’ll swiftly process and ship it to you. You can expect an email notification with tracking information once your package is dispatched.

4.2 WHERE DOES SISIALENE DELIVER?

At this moment, we deliver products exclusively within the EU.
We do not deliver to po boxes, hotels, or certain industrial areas. If an order is placed for these locations, it will be canceled and a full refund will be issued if the customer has already been charged.

4.3 IS A SIGNATURE REQUIRED UPON DELIVERY?

For security reasons, all sisialene.Com purchases require an adult (at least 21 years of age) signature upon delivery.

4.4 HOW DO I TRACK MY ORDER?

To track the status of your order, updates will be sent to you by email.
Additionally, you can visit our dedicated order tracking page. On this page, simply enter your order id and the email address used during the purchase process. This will provide you with the most up-to-date information about the progress of your order.

4.5 WHAT'S THE STATUS OF MY ORDER?

After placing your order, you will receive a confirmation email acknowledging that we have received your order. You will also receive our bank details for making a direct bank transfer. The initial status of your order in your account will be “On Hold.”
Once we receive your payment and validate the details of your order, the status will be updated to “Confirmed.”
As your order is being prepared, the status will change to “In Preparation.”
When your order is ready for shipment, you will receive an email confirmation, an invoice, and shipping tracking information. The order status will then change to “Shipped.”
Once your order is delivered, you will receive an email confirmation of delivery, along with an invoice. The order status in your account will change to “Delivered.”

4.6 WHAT IF I NO LONGER WANT THE ITEM I ORDERED?

You can proceed with making a return or contact our client services.

5. RETURNS AND REFUNDS

5.1 HOW DO I RETURN AN ITEM ?

At sisialene, we prioritize customer satisfaction. If, for any reason, you are not satisfied with your purchase or have a change of heart, you can request a refund within thirty (30) days of receiving your item.

To initiate a refund, please email us at clientservices@sisialene.Com within thirty (30) days of receiving your product. We will provide you with detailed instructions on how to return the item to us. Please note that we may need to inspect the product before approving your refund request. Once we receive the returned item and complete any necessary inspection, we will issue a refund for the purchase price.

Your satisfaction is important to us, and we strive to make the refund process as seamless as possible. If you have any questions or need further assistance, please don’t hesitate to contact us.

For more information please read our returns policy.

5.2 CONDITION OF RETURNED PRODUCTS

Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original sisialene box and delivery package, including all accessories and documents.

5.3 HOW LONG DOES IT TAKE FOR A REFUND TO BE ISSUED?

We are committed to processing refunds in a timely manner, typically within 14 days of receiving the returned item. After confirming the return and approving the refund, we will notify you by email. Please be aware that the time it takes for the refunded amount to reflect in your payment account may vary depending on your chosen payment method. We sincerely appreciate your patience and understanding as we complete this process.

5.4 ARE DELIVERY CHARGES AND RETURN SHIPPING COSTS REFUNDABLE?

Sisialene offers free express shipping.

There are no return costs, as pre-paid labels are inserted in your parcel.

6. GOLD JEWELLERY CARE

HOW SHOULD I CARE FOR MY GOLD JEWELLERY?

To ensure the proper care of your cherished gold jewellery, we kindly recommend using a gentle cleaner and regularly polishing it with a soft cloth. Storing your gold pieces separately will help safeguard against any potential discolouration. It is advised to remove your gold jewellery before swimming, applying perfumes, or using cleaning products. Furthermore, we suggest refraining from wearing them during activities that may involve exertion to minimize the risk of scratches and dents.

FAQs

FAQ

1. CONTACT US

Email: clientservices@sisialene.com

WhatsApp: +436502179840

2. SHOPPING

To place an order online for our debut pendant collection “Balloon Initials,” please follow these steps:

Start by visiting our website and click on the “FINE JEWELLERY” section in the navigation menu.

Within the “FINE JEWELLERY” section, you will find our debut pendant collection “Balloon Initials.”

Once you find the desired piece from the “Balloon Initials” collection, click on its picture to open the piece’s page. This page will provide you with detailed information about the piece, including images and other relevant details.

Click on the “ADD TO BAG” button to add the piece to your bag.

To review your order and proceed with the purchase, follow these steps:

Click on the shopping bag icon located in the upper right corner of the screen. A slide-out window will appear showing the contents of your bag. From there, you can either click on “VIEW BAG” or “CHECKOUT” to proceed.

After reviewing your bag and making any desired changes, click on the “CHECKOUT” button to proceed with your purchase. This will take you to the checkout page.

ON THE CHECKOUT PAGE, FOLLOW THESE STEPS:Enter your shipping information, including your name, address, and contact details. Select the preferred payment method and provide the necessary details.

Double-check all the information you have entered to ensure its accuracy.

Finally, click on the “PLACE ORDER” button to complete your purchase.

Once payment has been made, an email summarizing the order and acknowledging receipt will be sent immediately to the email address provided.

Orders placed on SISIALENE.com may not be cancelled or modified. Please rest assured that you may always return your order upon receipt if you no longer wish to keep it.

A special order is a limited edition item that can be customized to your preferences, including personalized engravings and tailored designs. Each special order requires 6-8 weeks for crafting and shipping, ensuring a unique piece made just for you.

You will be charged for your order via direct bank transfer. After placing your order, you will receive our bank details. We will begin crafting your piece once we have received your payment.

3. PAYMENT

At this moment, we accept direct bank transfers, ensuring a secure and straightforward payment option.

Direct bank transfers are secure, involving direct transactions between banks that minimize fraud risk and keep your financial information confidential.

4. SHIPPING & TRACKING

SPECIAL ORDER SHIPPING

For special orders, the crafting and shipping time is 6-8 weeks after we receive your payment via direct bank transfer.

Enjoy complimentary shipping for all orders—no additional charges for delivery.

Once your special order item is ready, we’ll swiftly process and ship it to you. You can expect an email notification with tracking information once your package is dispatched.

At this moment, we deliver products exclusively within the EU.We do not deliver to po boxes, hotels, or certain industrial areas. If an order is placed for these locations, it will be canceled and a full refund will be issued if the customer has already been charged.

For security reasons, all sisialene.Com purchases require an adult (at least 21 years of age) signature upon delivery.

After placing your order, you will receive a confirmation email acknowledging that we have received your order. You will also receive our bank details for making a direct bank transfer. The initial status of your order in your account will be “On Hold.”

Once we receive your payment and validate the details of your order, the status will be updated to “Confirmed.”

As your order is being prepared, the status will change to “In Preparation.”

When your order is ready for shipment, you will receive an email confirmation, an invoice, and shipping tracking information. The order status will then change to “Shipped.”

Once your order is delivered, you will receive an email confirmation of delivery, along with an invoice. The order status in your account will change to “Delivered.”

You can proceed with making a return or contact our client services.

5. RETURNS AND REFUNDS

At sisialene, we prioritize customer satisfaction. If, for any reason, you are not satisfied with your purchase or have a change of heart, you can request a refund within thirty (30) days of receiving your item.

Your satisfaction is important to us, and we strive to make the refund process as seamless as possible. If you have any questions or need further assistance, please don’t hesitate to contact us.

For more information please read our returns policy.

Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original sisialene box and delivery package, including all accessories and documents.

Sisialene offers free express shipping.

There are no return costs, as pre-paid labels are inserted in your parcel.

6. GOLD JEWELLERY CARE

Are you 18 or older?

We accept direct bank transfers, ensuring a secure and straightforward payment option.

You have 14 days from the date of delivery of your order to return the items for free.

Simply contact our customer service via email at clientservices@sisialene.com or WhatsApp by clicking here to easily obtain a return shipping label.

For more details, read our return policy.

Email us at clientservices@sisialene.com or contact us via WhatsApp by clicking here for a response within a few minutes.

This special made-to-order item takes 6 to 8 weeks for delivery.

Delivery is complimentary with signature SISIALENE packaging.

ON THE CHECKOUT PAGE, FOLLOW THESE STEPS:
Enter your shipping information, including your name, address, and contact details. Select the preferred payment method and provide the necessary details.

At this moment, we deliver products exclusively within the EU.
We do not deliver to po boxes, hotels, or certain industrial areas. If an order is placed for these locations, it will be canceled and a full refund will be issued if the customer has already been charged.