Online Store Policies

HELLO, TSELAINE FANS!

Welcome to the online world of Tselaine.

Although our hearts may be in Philadelphia, our warehouse is now in California.  (We resided in our 300 square foot shop in Rittenhouse Square for over fifteen years, but decided in 2023 to go 24/7 online and worldwide.)  Many of our items sell out quickly, so do not hesitate to contact us to place a special order via the Shopify Messenger (the chat button)

Have a question or request? The best way to contact us is through Shopify Messenger (this is the chat button on the lower right side of your screen)

SHIPPING INFORMATION

Online orders will be processed in 1-4 business days.   Please allow for extra processing time during the Black Friday shipping season, federal holidays, and extreme weather conditions. 

Orders placed on Saturday or Sunday will be shipped out on the following Monday. 

We do our best to keep you updated on the details once your order ships. Expect tracking information to know when your item will arrive.

Tselaine ships using USPS services, depending upon the size and weight of the items you are purchasing. 

SHIPPING INFORMATION

We have a pick up option.  You can make arrangements to come to our San Jose warehouse located near Santa Clara University. 

Leave the gift wrapping to us! (Just make a note of it in your "Order Notes")

RETURNS & DEFECTIVE ITEMS

Buying online can be tough when you can't see it in person. For this reason, we are open to helping with returns and exchanges for our online shop. Please contact us via the Shopify Messenger chat button with the subject line "ONLINE RETURN/EXCHANGE".  We will respond in a timely manner. 

We must be notified of your wish to return or exchange within 2 weeks of purchase. You have 30 days from date of purchase to return unworn merchandise with the original tags/packaging for refund or exchange.

All SALE items are final sale. 

All perfume & skin care products are final sale. 

If your items arrive damaged, please contact us within 5 days via Shopify Messenger (the Chat button.) We will do our best to remedy the defective item, and get it back to you safe and sound.

Shipping & Handling costs are non-refundable. Customer is responsible for shipping costs for returns or exchanges. 

INTERNATIONAL ORDERS

We are happy to ship internationally using USPS. All items sent abroad are non-eligible for returns or exchanges.