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FAQs

FAQ

1. CONTACT US

Contact us for a prompt reply:

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.

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.

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.

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.

A PRE-ORDER IS THE RESERVATION OF AN ITEM THAT IS NOT YET AVAILABLE FOR SALE BUT WILL BE SOON.

YOU CAN PRE-ORDER ITEMS USING A CREDIT CARD, AND YOUR CARD WILL BE CHARGED AT THE TIME OF PURCHASE. EACH PRE-ORDER ITEM ON THE PRODUCT PAGE WILL HAVE AN ESTIMATED DELIVERY DATE INDICATED. IF YOU WOULD LIKE TO CANCEL A PRE-ORDER PRIOR TO SHIPPING, PLEASE CONTACT US.

YOUR ORDER WILL BE CHARGED ONCE THE PRODUCT AVAILABILITY IS CONFIRMED AND YOUR PAYMENT DETAILS ARE VERIFIED.

3. PAYMENT

SISIALENE.COM ACCEPTS THE FOLLOWING PAYMENT METHODS: MASTERCARD®, VISA®.

ALL TRANSACTIONS ON SISIALENE.COM ARE SECURE. TO PROTECT ALL PERSONAL DATA AND PAYMENT DATA, SISIALENE.COM UTILIZES A SECURE SOCKET LAYER (SSL) ENCRYPTION SYSTEM. SSL IS INDICATED BY A LOCK ICON IN YOUR BROWSER’S ADDRESS BAR AND ‘HTTPS’ (‘S’ FOR ‘SECURE’) IN THE SITE URL. THROUGH SSL, ALL DATA EXCHANGED BETWEEN YOU AND SISIALENE.COM IS ENCRYPTED, ENSURING IT REMAINS INACCESSIBLE TO THIRD PARTIES.

ALTHOUGH SISIALENE.COM ENABLES YOU TO SAVE YOUR PAYMENT INFORMATION, NO CREDIT CARD DETAILS ARE RETAINED. YOU WILL NEED TO RE-ENTER YOUR CVV CODE FOR EVERY PURCHASE.

SISIALENE.COM EMPLOYS 3D SECURE, AN ADDED SECURITY LAYER SYSTEM FOR PAYMENTS MADE WITH VISA®, MASTERCARD®, AND AMERICAN EXPRESS® CARDS THAT FEATURE THIS TECHNOLOGY. THESE CREDIT CARDS UTILIZE THE 3D SECURE SERVICES “VERIFIED BY VISA®,” “MASTERCARD® SECURECODE,” AND “AMERICAN EXPRESS SAFEKEY®,” RESPECTIVELY.

PRIOR TO APPROVING YOUR TRANSACTION, OUR PAYMENTS DEPARTMENT CONDUCTS ANTI-FRAUD CHECKS. THEREFORE, YOU MAY RECEIVE A REQUEST FOR ADDITIONAL DETAILS BEFORE YOUR ORDER IS CONFIRMED.

SISIALENE.COM ENSURES PAYMENT AUTHENTICATION AND SECURITY THROUGH 3D SECURE, COMMONLY KNOWN AS “VERIFIED BY VISA®,” “MASTERCARD® SECURECODE,” OR “AMERICAN EXPRESS SAFEKEY®.”

DURING THE PAYMENT PROCESS, YOUR BANK MAY REQUEST PERSONAL INFORMATION TO VERIFY YOUR IDENTITY AND VALIDATE THE TRANSACTION.

TO MAKE A PAYMENT WITH 3D SECURE ON SISIALENE.COM:

ONCE YOUR BANK DETAILS (CARD NUMBER, EXPIRATION DATE, AND CARD VERIFICATION NUMBER) HAVE BEEN VERIFIED, A NEW PAGE WILL PROMPT YOU TO ENTER THE PERSONAL INFORMATION REQUESTED BY YOUR BANK. THIS INFORMATION MAY INCLUDE:

  • THE ANSWER TO A PERSONAL QUESTION
  • A PREVIOUSLY CHOSEN PASSWORD
  • A CODE SENT VIA SMS
  • YOUR DATE OF BIRTH

ONCE THE 3D SECURE CODE HAS BEEN ENTERED AND VALIDATED BY YOUR BANK, YOUR ORDER WILL BE CONFIRMED. YOU WILL RECEIVE A CONFIRMATION EMAIL AT THIS TIME.

PLEASE NOTE THAT EACH BANK HAS ITS OWN AUTHENTICATION METHOD. IF YOU HAVE ANY QUESTIONS REGARDING YOUR 3D SECURE CODE, PLEASE CONTACT YOUR BANK DIRECTLY.

4. SHIPPING & TRACKING

PRE-ORDER SHIPPING

FOR PRE-ORDERS, THE ESTIMATED SHIPPING DATE IS CLEARLY INDICATED ON THE PRODUCT PAGE. WE AIM TO PROVIDE ACCURATE ESTIMATES, HELPING YOU PLAN AHEAD.

ENJOY COMPLIMENTARY SHIPPING FOR ALL PRE-ORDERS. NO ADDITIONAL CHARGES FOR DELIVERY.

ONCE YOUR PRE-ORDER ITEM IS AVAILABLE, WE’LL SWIFTLY PROCESS AND SHIP IT TO YOU. 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.

ALL ORDERS ARE SHIPPED BY UPS.

IF YOU ARE NOT AVAILABLE TO SIGN FOR YOUR PACKAGE, THE DRIVER WILL MAKE A TOTAL OF THREE DELIVERY ATTEMPTS ON THREE CONSECUTIVE BUSINESS DAYS. FOLLOWING THESE ATTEMPTS, THE PACKAGE WILL AUTOMATICALLY RETURN TO SENDER.

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.

AFTER PLACING YOUR ORDER, YOU WILL RECEIVE A CONFIRMATION EMAIL. THE INITIAL STATUS OF YOUR ORDER IN YOUR ACCOUNT WILL BE “SUBMITTED.” SOME ORDERS MAY REQUIRE ADDITIONAL VALIDATION. ONCE YOUR ORDER IS APPROVED, THE STATUS CHANGES TO “CONFIRMED.” AS YOUR ORDER IS BEING PREPARED, THE STATUS CHANGES TO “IN PREPARATION.” WHEN YOUR ORDER IS READY FOR SHIPMENT, YOU WILL RECEIVE AN EMAIL CONFIRMATION AND AN INVOICE, AND THE ORDER STATUS WILL CHANGE TO “SHIPPED.”

ONCE YOUR ORDER IS DELIVERED, YOU WILL RECEIVE AN EMAIL CONFIRMATION OF DELIVERY, AS WELL AS 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.

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.

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. 

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.

SISIALENE OFFERS FREE EXPRESS SHIPPING.

THERE ARE NO RETURN COSTS, AS PRE-PAID LABELS ARE INSERTED IN YOUR PARCEL.

6. Gold Jewellery Care

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.

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Newsletter

SIALENE.COM ACCEPTS THE FOLLOWING PAYMENT METHODS: MASTERCARD®, VISA®.

Your card will be charged when the order ships.

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

For more details, read our return policy.

Email us

clientservices@sisialene.com

Expect delivery in 1 to 3 business days.

For pre-order items, the estimated shipping date is clearly displayed on both the product and checkout pages.

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