Shipping policy
Last updated: 6 October 2026
Thank you for shopping with Selene Skin.
This Shipping Policy explains where we ship, how orders are processed, estimated delivery times, shipping costs and what to do if there is a problem with your delivery.
1. Where We Ship
Selene Skin currently ships to addresses throughout South Africa.
If you would like to place an order for delivery outside South Africa, please contact us before ordering to find out whether international delivery is available.
Email: seleneskinsupport@gmail.com
Phone: +27 82 794 1025
2. Order Processing
Orders are generally processed within 1–2 business days after payment has been successfully confirmed.
Orders placed on weekends or South African public holidays will normally begin processing on the next business day.
During promotional periods, product launches or periods of unusually high demand, processing may take slightly longer.
Once your order has been dispatched, we will provide an order update using the contact information supplied during checkout.
3. Estimated Delivery Time
Once dispatched, most orders are expected to arrive within approximately 8–11 business days, depending on your delivery location.
Deliveries to rural, remote or outlying areas may take longer.
Delivery estimates are provided as guidelines and are not guaranteed.
Delivery times may be affected by:
- Courier delays;
- Public holidays;
- Severe weather;
- High order volumes;
- Incorrect or incomplete delivery information;
- Remote delivery locations; or
- Other circumstances outside Selene Skin's reasonable control.
We will make reasonable efforts to assist you if your order is delayed.
4. Shipping Costs
Applicable shipping charges will be displayed during checkout before you complete your purchase.
From time to time, Selene Skin may offer free or discounted shipping promotions.
Where a promotional shipping offer is available, any minimum order value, qualifying conditions or other requirements will be displayed on our website or during checkout.
5. Tracking Your Order
Where tracking is available, you will receive tracking information after your order has been dispatched.
Please allow up to 24 hours after dispatch for tracking information to become active or update within the courier's system.
Courier tracking information is controlled by the relevant delivery provider and may occasionally take additional time to appear or update.
6. Incorrect or Incomplete Addresses
Please carefully check your delivery information before completing your order.
Customers are responsible for providing a complete and accurate delivery address and contact details.
If you notice an error after placing your order, please contact us as soon as possible at:
Email: seleneskinsupport@gmail.com
Phone: +27 82 794 1025
We will try to assist before dispatch, but we cannot guarantee that an address can be changed once an order has been processed or handed to the courier.
If a parcel cannot be delivered or is returned because of an incorrect or incomplete address supplied at checkout, additional delivery charges may apply before the order can be resent.
7. Failed Delivery Attempts
Please ensure that someone is available to receive your parcel where required and that the telephone number supplied with your order is correct.
Courier procedures for unsuccessful delivery attempts may vary.
If an order is returned to Selene Skin following unsuccessful delivery attempts, we will contact you to discuss the available options.
Additional shipping charges may apply where appropriate and permitted by law.
8. Delayed Parcels
Occasional courier delays can occur.
If your tracking information has not updated for an extended period or your parcel has not arrived within a reasonable period after the estimated delivery window, please contact us.
We will assist you in investigating the shipment with the relevant courier.
9. Lost Parcels
If you believe your parcel has been lost in transit, please contact us as soon as possible at:
Email: seleneskinsupport@gmail.com
Phone: +27 82 794 1025
We will investigate the shipment with the relevant courier and assist with the appropriate next steps.
If a parcel is confirmed as lost in transit, we will work with the courier to resolve the matter and provide an appropriate remedy where required by applicable law.
Please do not assume that a parcel is lost solely because tracking has temporarily stopped updating, as courier scans can sometimes be delayed.
10. Damaged Parcels
If your order arrives damaged, please contact us as soon as reasonably possible after delivery.
To help us resolve the issue, we may ask you to provide:
- Your order number;
- Photographs of the damaged product;
- Photographs of the shipping packaging; and
- A brief description of the damage.
Please keep the product and its original packaging while we investigate the issue.
Once the issue has been assessed, we will advise you of the appropriate next steps in accordance with our Return & Refund Policy and applicable South African consumer law.
11. Incorrect Products
If you receive a product that is different from what you ordered, please contact us at seleneskinsupport@gmail.com.
We will investigate the issue and, where appropriate, arrange for the incorrect product to be returned and the correct product to be supplied or provide another appropriate remedy.
12. Changes or Cancellations Before Dispatch
If you need to change or cancel an order, contact us as soon as possible.
We will try to accommodate your request if the order has not yet been processed or dispatched.
However, we cannot guarantee changes or cancellations once an order has entered fulfilment or has been handed to the courier.
Where an order cannot be cancelled, our Return & Refund Policy may apply.
13. Delivery Issues
If you experience a problem with your delivery, please contact us before assuming that the order has been lost or cancelled.
We will make reasonable efforts to investigate delivery issues with the relevant courier and assist you with the available options.
14. Consumer Rights
Nothing in this Shipping Policy is intended to exclude, restrict or limit any rights or remedies available to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable South African law.
Where applicable law provides a consumer with rights relating to delivery, cancellation, defective goods, refunds or other remedies, those rights will continue to apply.
15. Contact Us
If you have any questions about your order, shipping or delivery, please contact:
Selene Skin
Email: seleneskinsupport@gmail.com
Phone: +27 82 794 1025
Address: 5 Coventry Road
We will be happy to assist.