FAQ

Frequently asked questions

General

Are my credit card details safe when using this website?


Absolutely, we use iyzico to process our online transactions using their 100% 3d secure encrypted payment screens. Sely Food does not store any card details. iyzico is a fintech company with PCI-DSS and Turkish Banking Regulations and Supervision Agency license, providing secure payment solutions to online companies and personal sellers of different sizes. Its technology creates value added solutions for both sellers and buyers. iyzico is simple, seamless and secure. www.iyzico.com/en




Do I have to register before ordering from Sely Food?


No, registration is optional so you don't have to register if you would prefer not to, although it is free and there are benefits in doing so.




I've forgotten my password. How can I reset my password?


Click on the Forgot Password link in the Sely Food login screen. Enter your registered email adress, enter the captcha code and hit Reset Password. You will receive an email to the registered email adress with the password reset link. Click the link and reset the password. You will now be able to login to your Sely Food account with your new password.




I have changed my email address, how do I update my registered details?


Log in from the homepage and click on the 'My Account' link at the top left of the screen. You can update all of your account details here including your email address, address, phone number and more.




I registered but did not receive my verification email, what do I do?


This email should be with you within a few minutes of registering. If you do not receive it, first check your spam folder as it may have been accidentally caught in there. If you still cannot find the email, contact us by email or by calling us (Office hours: 9am - 6:30pm GMT, Monday - Friday) and tell us your name and username. We can activate your account manually and will check that your email address is correctly entered.




How can I check to see if a product has a 'Best Before' date?


You can find the Best Before Date under "Product Details" section existing on each product's page.




Can I place my order over the phone?


Definitely! You can find our contact details on contact page and on Contact Details section existing on each product page. We accept offline International Bank Transfers aswell. Please contact us to have our Bank Details such as SWIFT CODE, IBAN Number and such.




Can I place my order over WhatsApp?


Definitely! You can find our contact details on contact page and on Contact Details section existing on each product page. We accept offline International Bank Transfers aswell. Please contact us to have our Bank Details such as SWIFT CODE, IBAN Number and such.




Can I add to an order once it has been placed?


We pride ourselves on the speed at which we get your order on its way to you so once an order has been placed you cannot add to it as it slows down our dispatch time. Please feel free to give an another order following your previous one.




I am an individual without a Company, can I still place an order?


Yes, you can! We will bill the order to your name. Please make sure to check customs tariffs & regulations of the country that your order will be delivered.




What payment methods do you accept?


We accept all major debit and credit card types including Mastercard, Visa, Visa Debit, Visa Electron, American Express, and Maestro. We accept offline International Bank Transfers aswell. Please contact us to have our Bank Details such as SWIFT CODE, IBAN Number and such.





Shopping

Is there a minimum or maximum order size?


There is no minimum or maximum order size. From parcel to container, we send worldwide. For more information see our shipping page.




Can I request items not listed in the shop?


Yes, you can request items by completing our product request form or contact us via direct call or whatsapp. We will do our best to provide you the best options and keep in touch with you regardingly.




Can I send an order to an address that differs to where my card is registered?


Yes, we allow this and on checkout you can specify a different billing address to your shipping address. Please make sure to check customs tariffs & regulations of the country that your order will be delivered and the provided information fulfills the requirements of the customs. For further information please contact us.




How do I change my currency?


We use US Dollars (USD) as currency. We do not offer shopping in any other currencies.




How do I change my country?


If you are a registered customer then you can set your country preference in your account's My Adresses section. If not




Why are the prices different by country?


The shipping costs vary on the delivery location. Our pricing algorithm calculates weight, delivery location and size factors to provide you shipping included prices.





Shipping & Delivery

Does Sely Food ship Internationally?


Yes! From parcel to container, We send worldwide. For more information see our shipping page.




When will I recieve my Shipment?


Estimated Time of Delivery: 7-10 Business Days after the payment. Your orders will be shipped within 4-5 business days. Estimated time of delivery varies due to each country's customs. But most of the shipments arrive 3-6 days after it's shipped.




When will I receive my delivery tracking email?


We ship your order within 4-5 days after the payment. Once we ship, we will send you an email that provides tracking number and other shipping details of your order.




Will I have to pay any extra costs at customs?


We do strongly recommend you check with your local customs before placing an order with us. This is just to make sure you are aware of any products that may not be allowed into the country, or any extra charges that may be added. As customs guidelines can vary from country to country, it is always better to check before you order.




Will my order be insured?


Our deliveries are fully insured, and we have a dedicated customer service team to make sure that every delivery gets to it's destination on time. Please don't accept the shipment if it is Physically damaged. The insurance we provide is provided by the shipping company. The shipment insurance won't be valid in case you accept the Physically damaged shipment. The shipment companies won't take responsibility in case if you accept Physically damaged shipments. Please take a photo of the Physically damaged items before you reject. We require photographic evidence of all breakages for a refund to be given. Please contact us to have more information about the Process of the Rejecting Physically Damaged Products.




Where can I find my delivery information?


Log in from the homepage and click on the 'My Account' link at the top left of the screen. You can find the delivery details including your orders, delivery adresses and other deliver related information.




How do I track my order?


We ship your order within 4-5 days after the payment. Once we ship, we will send you an email that provides tracking number and other shipping details of your order.




What happens if I miss my delivery?


A card should be left by the delivery agent and they will either re-attempt delivery or deliver to the local post office or parcel depot. Please contact with the National Post Office of the country that the order will be delivered to learn current location of the shipment.




What if I need my package to arrive on a specific date?


Before planning please consider that the Estimated Time of Delivery may take 7-10 Business Days.
We can't guarantee that a package will arrive on a specific date because of possible shipment issues that can occur while the package is with our carriers (and thus out of our control), but we are happy to adjust your shipping date to get as close as possible to a specific arrival time. We are work with Turkish National Post Office's Express Shipment service called Turpex. Except any possible customs related issues, Turpex offers 3 to 5 business days as estimated time of delivery.
We will ship your order within 4 business days after the payment. Estimated time of delivery varies due to each country's customs. But most of the shipments arrive 3-6 days after it's shipped.





Customs & Related Documentation

Tariffs, taxes and duties


Almost any country's customs have it's own Tariffs, taxation and duties. To avoid any customs related obstacles, please check your country of delivery adress's Tariffs, Taxation and Duties related with the products you ordered. We do provide the required documentation for the export operations that will be taking care of in Turkey, such as Oeko-tex Certificate, Certificate of Origin, ATR, EURO Certificates, Quality Certifications, Packing List, Commercial Invoice, Bill of Lading and such. Please provide us the information of the required documentation related with the import operations.





Payment

What payment methods do you accept?


We accept all major debit and credit card types including Mastercard, Visa, Visa Debit, Visa Electron, American Express, and Maestro. We accept offline International Bank Transfers aswell. Please contact us to have our Bank Details such as SWIFT CODE, IBAN Number and such.




What currencies can I pay in?


You can shop and pay in US Dollars. We use US Dollars (USD) as currency. We do not offer shopping in any other currencies.




Are my credit card details safe when using this website?


Absolutely, we use iyzico to process our online transactions using their 100% 3d secure encrypted payment screens. Sely Food does not store any card details. iyzico is a fintech company with PCI-DSS and Turkish Banking Regulations and Supervision Agency license, providing secure payment solutions to online companies and personal sellers of different sizes. www.iyzico.com/en





Return & Refund

Where can I find your Shipping & Returns Policy?


Please visit our Shipping & Returns Policy page to see our privacy policy.





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Estimated Delivery Time

UK                                         3-4 days

Europe                                  3-4 days

U.S. /Canada                        3-4 days

South America                     3-6 days

Rest of the World                3-6 days

Please note that Estimated Delivery Times written above are valid only for the purchases below 30 Kg* and 7.500 USD.

Please contact us via Whatsapp  or Direct Call before or after you decide your order.