FAQ

Every product is customizable except the "ready for delivery". You just need to select your favorite pattern for the outside fabric and another for the inside! Then the zipper color. The tabs, quilted look and the bow or the flower button is optional and adds a cost on the price of the final product!

Most of the fabrics are 100% Cotton. Although, we try to avoid Polyester as much as we can, the padding is Polyester.

Yes! Every product is handmade by the owner of the brand, and all the process takes about 1 hour. Everything is handmade with love ♡

You can wash the bag by hand or in the washing machine but if so, pelase follow this instruction:
♡ Turn the bag inside out
♡ Only Cold wash (30°C / 80°F)
♡ Without spinning
♡ Do not tumble dry or dry clean
♡ Do not use bleachIron max 110° C / 230°F
♡ Do not rub or wring

Their products that are already made and that can be shipped within 5 days. So you don't need to wait a few weeks like the customized pouches!

Yes! Just email us info.selenethebrand@gmail.com

Yes! Selene ships to wherever you are ♡

Since every order is customized, it takes at least 4-5 weeks until the package is ready to be shipped.

It depends on your country!
Europe Shipping 5 - 10 working days.
UK Shipping 14 - 20 working days (with customs time).
USA / CANADA Shipping 20 - 30 working days (with customs time).
International Shipping 20 - 30 working days (with customs time) Portugal Shipping 1 - 2 working days

Normally you don't need to pay for customs. But if it happens the custom costs is responsability of the customer. 

After shipped, if your order takes more time than suppost to arrive, please send an email to info.selenethebrand@gmail.com or send a message on instagram @selene.thebrand. We'll contact the carrier and if they affirm that the package it's lost we'll make a refund of the order. 

Yes! We accept returns, but the shipping cost is not refundable. Unfortunately, we also don't pay for the shipping when returning the package.
The customers must contact us by email info.selenethebrand@gmail.com or send a message on instagram @selene.thebrand within 14 days after the order arrives! If damaged or includes the wrong product(s). We will make the refund for the payment method used, after our warehouse receives the package. If an error was made, if you are not happy with the pouch, or if you received a damaged product, please get in touch with us so we can make it right and also make the refund. 

 Of course! Contact us, because you'll need to send the package back to us and then we start to make a new one, and ship it back! But notice, the shipping costs are responsability of the customer.

If you just placed your order, have confirmed that the pouch has not shipped, please contact us immediately, and we should be able to refund your order and issue a new one or just replace for the right one. If your coffee has already shipped or was delivered and either an error was made or you are not happy with the product, please contact us to info.selenethebrand@gmail.com or send a message on instagram @selene.thebrand so we can understand how to make it right.

If the order didn't started to be made already yes! If the order has already been made or shipped, unfortunately no. You'll need to exchange or return the package.

Yes! Just contact us  to info.selenethebrand@gmail.com or send a message on instagram @selene.thebrand

The package is shipped by the carrier CTT Portugal and once it's shipped you'll receive a tracking number by email. As soon as the package arrives to your country, the carrier changes to the national carrier of your country!