Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)
“You have a question? Below you will find the answers to the most common inquiries. If you do not find what you are looking for, feel free to contact us at the email address info@byselidon.com.”

Shipping and Delivery

1. What is your shipping policy?
We offer free shipping within Australia and the United States for any order placed with us, with each item packaged and handled carefully to ensure fast and secure delivery.

2. Do you deliver to pickup points or parcel lockers?
For the moment, we can only ship to the delivery address specified during checkout. Delivery to pickup points or automatic lockers is not an available option at this time.

3. What are your delivery times?

Orders placed from Monday to Friday before 6:00 PM  (AEST - Sydney Time) are processed and shipped within 1 to 2 business days.

United States: The delivery time after shipping is on average 5 to 7 business days. Total duration: 6 to 9 business days.

Australia: The delivery time after shipping is on average 5 to 7 business days. Total duration: 6 to 9 business days.

Deliveries occur only from Monday to Friday. During busy periods, delays may occur.

4. How can I track my order?
Once your purchase has been shipped, a confirmation email containing a tracking number will be sent to you. This number will allow you to track the progress of your order on our dedicated order tracking page.

5. Which delivery partners do you work with?
We work with trusted carriers in Australia and United States, including Australia Post and UPS, to ensure safe and reliable delivery of all orders.

6. What should I do if my parcel has not arrived or has been lost?
If your order does not reach you within the expected delivery time, we invite you to first check the tracking information included in your shipping confirmation email. If no update is available, please contact us by email at info@byselidon.com. In the event of a confirmed loss of your parcel, we will resend your purchase or issue a full refund according to your preference.

7. What should I do if my item arrives damaged or broken?
We are sorry to hear about this unpleasant situation. If the product you received is damaged, please contact us by email when receiving your parcel. Please provide your order number along with photos of the damaged item and its packaging. We will do everything we can to offer you a replacement or a refund quickly.

Refunds and Returns

8. How can I return an item?
If you are not fully satisfied with your purchase, please send an email to info@byselidon.com within 30 days of receiving your order to request a potential refund. The products must be unused and in their original condition with all tags and original packaging included. The refund will be issued after the returned item is received and inspected by us.

9. How long does it take to process a refund?
Refunds are generally processed within 7 business days after receiving and inspecting the returned item. You will receive a confirmation email as soon as the refund is processed.

10. Who covers the return shipping costs?
If you are returning a product due to damage, an error it presents, or if it is defective upon receipt, we will cover the return shipping costs. For other returns (for example if you change your mind), the return-related costs will be your responsibility. We also kindly ask you to contact customer service at info@byselidon.com before returning any product so that we can assist you effectively in this process.

Privacy

11. How do you protect my privacy?
We take your privacy very seriously. All transactions and personal data are protected by SSL encryption, and we never store your credit card information. Your data is never shared with third parties without your consent.

12. Will my data be shared with third parties?
We do not sell or share your personal information with third parties in any way; this data is used solely for order processing and customer support. For more information on this matter, please consult our Privacy Policy.

Payments

13. Which payment methods do you accept?
We accept the following payment methods:
- Credit card (Amex, Mastercard, Visa)
- Apple Pay
- Google Pay
- Paypal

14. In which currency are payments processed?
Prices are displayed in Australian Dollars (AUD) for customers in Australia and in U.S. Dollars (USD) for customers in the United States.

If you are purchasing from a different country or using a payment method in another currency, your bank or payment provider may apply currency conversion fees. These charges are not controlled by us and are your responsibility.

15. Are my payments secure?
Yes, the security of your payments is our top priority. All transactions are protected by SSL (Secure Socket Layer) protocol to ensure the safety of your information.

16. How do I know if my payment has gone through?
Once the payment has been completed, you will receive an order confirmation email. If you do not see it, check your spam folder or send an email to info@byselidon.com.

17. What should I do if my payment is declined?
Please check your card details, your billing address, and the available balance. If the problem persists, please contact your bank or card provider. You may also contact us at info@byselidon.com for assistance.

Contact Details

Do you have any questions or simply wish to speak with us? Feel free to contact us via:

Contact information:

Trade name: Selidon

Warehouse address: 415 Greenhalghs Rd, Winter Valley VIC 3358, Australia 
E-mail: info@byselidon.com
Phone: +61468093258

Legal entity: Buwor B.V.
Registration number (KVK Netherlands): 97574767
VAT Number: NL868119441B01
Company address: Boshoek 12, 3791RN Achterveld, The Netherlands

Customer Service Opening Hours
Monday to Friday 9:00 AM to 5:00 PM (AEST - Sydney Time)

We will respond your email within 24 hrs (Mon–Fri)— weekend messages answered Monday.