Frequently Asked Questions

1. How can I place an order?

Simply browse our website, select the items you'd like to purchase, and add them to your cart. When you're ready, proceed to checkout, enter your shipping and payment details, and confirm your order.

2. What payment methods do you accept?

We accept a wide range of secure payment methods, including:

• Visa
• MasterCard
• American Express
• JCB
• Discover
• Diner's Club
• Shop Pay
• Apple Pay
• Google Pay
• PayPal

3. How can I cancel my order?

Orders can be cancelled within 60 minutes of purchase. Please contact us immediately if you need to make a change. After this window, the order will have entered our processing system and cancellations are no longer possible.

4. What should I do if my payment fails?

If your payment is declined or fails during checkout, please check your card details and try again. If a charge appears on your statement for a failed transaction, please note that this is usually a pending authorization that will be automatically refunded to your original payment method within 7 to 10 business days.

5. How can I track my order?

You will receive a tracking link via email as soon as your order has been shipped. You can also track your order status directly on our website using your tracking number.

6. How long does shipping take & what are the shipping costs?

We offer free shipping for orders over $70 USD.

Estimated Delivery Times & Costs:

• United States: 3–14 business days (depending on selected shipping option) — From $2.95 – $6.95. Expedited 3-Day Shipping available.
• United Kingdom: 7–13 business days — From $4.95 – $8.95
• Canada: 6–14 business days — From $4.95 – $8.95
• Australia: 6–14 business days — From $4.95 – $8.95
• Rest of World: (incl. UAE, South Africa, and others) 6–16 business days — Flat rate $6.95

Processing Time: Orders are typically processed and shipped within 1–2 business days. You will receive a shipping confirmation email with tracking details once your order is dispatched.

Where do your products ship from? All orders are fulfilled from our Hong Kong warehouse to ensure faster global distribution.

7. What is your return policy?

We offer a 60-day return window. To be eligible for a return, you must notify us within 60 days from the delivery date of your intent to return the item, and ship it back within the same timeframe.

8. How do I return an item?

To initiate a return:

1. Email us at [Insert Selene Support Email] to inform us of your return request.
2. Wait for our response with the correct return address and instructions.
3. Ship the item to the address provided in our instructions.

9. How long does it take to receive a refund?

Refunds are processed within 7 to 10 business days after we receive the returned item or valid proof of return. The funds will be returned to your original payment method.

10. How can I contact customer service?