Terms of Service

1. About these terms

These terms apply to every order you place on SelloPop (sellopop.com and our apps). Please read them before you order. You will be asked to agree to them at checkout, and we keep a record of the version you agreed to with your order.

These terms work together with our Privacy Policy, Shipping & Delivery, Returns & Refunds, Buyer Protection and Prohibited Items & Intellectual Property pages. If something in those pages conflicts with these terms, these terms apply.

2. Who we are

SelloPop is a trading name of Sello Commerce Services Ltd, a private limited company registered in England and Wales with company number 17516181 and registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. You can check these details on the Companies House register.

We run the whole SelloPop service ourselves. That includes:

• building, operating and maintaining the website and apps, and keeping them secure and up to date;
• presenting the catalogue: product listings, translations, photos, prices and delivery estimates;
• taking your order and payment, and tracking every item until delivery;
• customer support, cancellations, returns, refunds and complaints;
• product safety checks, the prohibited items policy and handling reports from rights holders;
• marketing, reviews, store credit and the SelloPop guarantees in these terms.

Card payments are processed by our regulated payment provider. We source the products from independent supply partners, mainly in China. The price you pay is the price shown at checkout.

In these terms “we”, “us” and “our” mean Sello Commerce Services Ltd, and “you” means the person placing the order.

You can contact us at support@sellopop.com. Full company details are on our Company Information page.

3. Who can buy

• You must be at least 18 years old to place an order.
• SelloPop is for personal use. Our consumer promises (including the right to change your mind) are written for people buying for themselves, not for a business.
• We currently deliver to all 27 countries of the European Union, the United Kingdom, Norway and the United States. The full list is on our Shipping & Delivery page.

If you buy for a business, the consumer rights in these terms do not apply to you and section 19.5 applies instead.

4. How SelloPop works

SelloPop sells everyday, unbranded products made by independent suppliers and manufacturers, mainly in China. We do not hold stock in advance. Instead:

1. You order and pay once, including shipping.
2. We buy each item from its supplier, usually within 1 to 2 business days.
3. The supplier sends the item to our partner warehouse in China, where it is received, checked for obvious problems (such as the wrong item, the wrong variant or visible damage) and weighed.
4. We pack your items and ship them to you with a tracking number. We choose the shipping line that suits your order and country.

Because of this, delivery takes longer than from a local shop. Every product page and your checkout show an estimated delivery window before you pay. See Shipping & Delivery.

Product descriptions, sizes and photos are based on information from the supplier, which we review and translate. Colours can look slightly different on different screens, and sizes follow the supplier’s size chart, which may run smaller than sizes in your country. Please check the measurements on the product page. This does not affect your rights if an item does not match its description.

5. Placing an order and when the contract is made

• Before you pay, checkout shows the items, the total price including VAT and shipping, any optional extras you chose, the delivery window and the currency you will be charged in.
• When you press the pay button, you place an order that you must pay for.
• The contract between you and us is made when we send you an email confirming your order. That email also contains these terms and our returns information.
• Each item in your order is a separate part of the contract. If we can’t supply one item, the rest of your order goes ahead.

If we notice that a price on our site was obviously wrong (for example a decimal point in the wrong place), we will contact you before buying the item. You can then confirm the order at the correct price or cancel it for a full refund.

6. Prices, VAT and shipping costs

6.1 Prices

Prices are shown in your local currency where we support it, and always in euros at checkout if you choose to pay in euros. The price you see in your cart and at checkout is the price you pay.

When we show a reduced price, the struck-through price is the lowest price the item had on SelloPop in the 30 days before the reduction. We never show made-up “was” prices.

6.2 VAT

Prices include VAT for your country where we collect it at checkout:

• EU countries: orders with a value up to €150 are sold with VAT included under the EU Import One-Stop Shop (IOSS) scheme, at the VAT rate of your country.
• United Kingdom: orders with a value up to £135 are sold with UK VAT included.
• Norway: items with a value under NOK 3,000 are sold with Norwegian VAT included under the VOEC scheme.
• United States: no VAT is added. Import duties may apply. See section 12.

If your order is above these limits, checkout will tell you before you pay, and VAT and any duty will be charged on import instead. See section 12.

6.3 Shipping costs

Shipping is charged once per order, not per item. It depends on the estimated weight of your order and your country, and it is shown in your cart before checkout. Orders with an item total of €59 or more (or the equivalent shown in your currency) ship free. If your order arrives in more than one parcel, you do not pay extra.

6.4 Optional extras

You can add optional order insurance at checkout. It is never pre-selected. See section 14.

7. Payment

• You pay in full when you place your order. We accept cards, Apple Pay, Google Pay and other methods shown at checkout through our payment provider.
• We do not charge a fee for paying by card.
• You can choose to pay in your local currency or in euros. If you pay in a currency that is different from your card’s currency, your bank may charge a conversion fee.
• You can use SelloPop credit (see section 15) towards an order.
• Payments are checked for fraud by our payment providers. If a payment is declined or flagged, we may cancel the order and refund anything taken.

8. If we can’t buy an item, or its price changes

Because items are bought in after you order, an item can occasionally sell out, change, or rise in price before we buy it.

• Out of stock or no longer available: we tell you by email and refund that item in full, including its share of shipping, within 14 days and usually within 3 business days. Where a close alternative exists, we may offer it to you instead. You decide.
• Small price rises: we absorb them. You never pay more than the price you agreed.
• Large price rises or changes to the item: we put the item on hold and ask you to choose: a full refund, a suggested alternative, or paying the difference. Paying more is always optional. If you don’t reply within 7 days, we refund the item in full.

9. Changing or cancelling an order

• Before we buy your items: you can cancel any item from your account or by emailing us. You get a full refund.
• After we buy your items but before they ship: you can still cancel by emailing us. You get a full refund.
• After your parcel has shipped: we can no longer stop it. You can return the items after delivery under your right to change your mind (section 10).

You can change your delivery address until your parcel ships. We can’t change the items or variants in an order once we have bought them, but you can cancel and order again.

10. Your right to change your mind

You have 14 days from the day you receive your items to tell us you want to cancel, without giving a reason. If your order arrives in more than one parcel, the 14 days start when you receive the last one. You then have another 14 days to send the items back. We refund the price of the items and the standard shipping you paid within 14 days.

Some items can’t be returned once opened, such as sealed hygiene products. Unless you bought order insurance, you pay the cost of sending items back when you change your mind. Full details, exceptions and a model cancellation form are on our Returns & Refunds page.

11. Delivery

• The delivery window shown at checkout is the period within which we aim to deliver your order. If we do not deliver within it, you can contact us and, if your order still has not arrived 10 days after the end of the window, cancel any undelivered item for a full refund. See Buyer Protection.
• Your items are our responsibility until they are delivered to you or to someone you have nominated. Loss or damage before then is covered by us at no cost to you.
• Please check your delivery address carefully. If a parcel is returned to us because the address you gave was wrong or incomplete, or because it was not collected, we will refund the items but may deduct the original shipping cost, or reship the parcel if you pay the new shipping cost.

More detail is on our Shipping & Delivery page.

12. Customs and import charges

We declare the true value of every parcel to customs. We never mark parcels as gifts or declare a lower value.

• For EU orders up to €150, UK orders up to £135 and Norwegian items under NOK 3,000, VAT is collected at checkout. If a carrier or customs office asks you to pay VAT on such an order, please don’t pay it and contact us. If you have already paid, send us the receipt and we will refund it.
• For orders above those limits, and for orders to the United States, you are the importer of record: import VAT, duties or carrier fees may be charged to you by customs or the carrier when the parcel arrives. Checkout tells you before you pay if this applies.

13. Faulty, damaged or wrong items

Every item must be as described, of satisfactory quality and fit for its purpose. If an item arrives faulty, damaged, or is not what you ordered, tell us and we will replace it or refund you, including shipping. You won’t pay to send it back, and for low-value items we may not ask you to return it at all.

Your legal rights include:

• In the UK: under the Consumer Rights Act 2015 you can reject a faulty item within 30 days of delivery for a full refund. After that, you are entitled to a repair or replacement, and if that fails, a refund or price reduction. You have up to six years to bring a claim.
• In the EU and Norway: you have a legal guarantee that the goods conform to the contract for at least two years from delivery (longer in some countries, for example up to five years in Norway for goods meant to last longer).
• In the United States: you have the rights given to you by the law of your state.

Our Buyer Protection page explains how to report a problem. Nothing in our guarantee limits these legal rights.

14. Order insurance

Order insurance is an optional extra you can add at checkout. It adds benefits beyond your legal rights and our Buyer Protection, such as cover for parcels marked as delivered that you never received and a free return label for change-of-mind returns. Its price, what it covers and what it doesn’t are set out on our Buyer Protection page. You do not need it to be protected if your order is lost or damaged in transit, faulty or wrong: that is always covered free.

15. Store credit, discounts and referrals

• You may receive SelloPop credit, for example for a photo review, through a referral, or because you chose credit instead of a refund to your payment method.
• Credit can only be used on SelloPop, can’t be exchanged for cash and can’t be transferred to another account.
• Credit you chose instead of a refund never expires, and you can ask us at any time to pay it back to your original payment method. Promotional credit (for example from reviews or referrals) expires 12 months after it was given, and the expiry date is shown in your account.
• Discount codes have their own conditions, which are shown with the code. Only one code can be used per order unless the code says otherwise.
• If an order paid partly with credit or a discount is refunded, the credit or discount is returned in the same form.

16. Reviews and content you share

• After delivery you can review your items with stars, text, photos and videos. Reviews must be honest, about the product, and your own.
• Do not post anything unlawful, offensive, personal data about others, or content you don’t have the rights to.
• By posting a review you give us a worldwide, royalty-free licence to show, adapt (for example crop or translate) and use it on SelloPop and in our marketing, with your public display name. You keep ownership of your content.
• We moderate reviews before they are published. We publish positive and negative reviews alike and never edit a review to change its meaning. Rewards for reviews are paid whether the review is positive or negative.

17. Your account

You are responsible for keeping your login details safe. Tell us straight away if you think someone else has used your account. You can close your account at any time by contacting us. Open orders will still be completed or refunded.

18. Using SelloPop fairly

You agree not to:

• use SelloPop for fraud, including false claims, chargebacks for orders you received, or using other people’s payment details;
• abuse returns, Buyer Protection, credit, discounts or referral rewards, for example by creating several accounts;
• copy, scrape or harvest content or prices from SelloPop with automated tools, or interfere with how the site works.

If you break these rules, we may cancel orders (with a refund of anything you paid for undelivered items), withdraw credit gained through abuse, or close your account. This does not affect your legal rights for orders already delivered.

19. Our responsibility to you

1. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. Loss is foreseeable if it is obvious it will happen or if both of us knew it might happen when the contract was made.
2. We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the products, and for defective products under product liability laws.
3. We supply products for domestic and private use only. We are not responsible to consumers for loss of profit, loss of business or business interruption.
4. If you live in the United States, some states do not allow the exclusion or limitation of certain warranties or damages, so some of the limits above may not apply to you.
5. If you buy as a business, our total liability to you for any order is limited to the amount you paid for that order, except where liability can’t be limited by law.

20. Events outside our control

We are not responsible for delays caused by events outside our reasonable control, such as severe weather, strikes, customs or carrier disruption, or public holidays at suppliers and warehouses. If this happens we will tell you, keep the delay as short as possible, and you can cancel any undelivered item for a full refund if the delay is long.

21. Intellectual property

The SelloPop name, logo, site design and our own text and images belong to us or our licensors. You may use the site for personal shopping only. We do not sell counterfeit or replica goods, or branded goods without the brand owner’s authorisation. Rights holders can report a listing using the process on our Prohibited Items & Intellectual Property page.

22. Your personal data

We use your personal data to process your order and run SelloPop, as explained in our Privacy Policy and Cookie Policy.

23. Complaints and disputes

If you are unhappy with anything, please email support@sellopop.com. We reply within 2 business days and aim to resolve complaints within 14 days.

We are not currently a member of an alternative dispute resolution scheme. If we can’t resolve your complaint, you can get free advice from your local consumer organisation, for example Citizens Advice in the UK, the European Consumer Centre in your EU country, or Forbrukerrådet in Norway.

24. Governing law and courts

• These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales.
• If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
• If you live in the EU or Norway, you also keep the protection of the mandatory consumer laws of your country, and you can bring proceedings in the courts of the country where you live.
• If you live in the United States, nothing in these terms takes away any rights you have under the consumer protection laws of your state, and you can bring proceedings in the courts that your state’s law allows.

25. Changes to these terms

We may update these terms, for example when the law changes or we add new features. The version in force when you placed your order applies to that order. We will tell you about important changes by email if you have an account.

26. Contact

Sello Commerce Services Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Email: support@sellopop.com. See also Contact & Help.