Shipping policy
Shipping Policy
Last updated: 22 September 2026
SÉLUNE is based in the United Kingdom and delivers to customers worldwide.
This policy explains how orders are processed, shipped and delivered.
Order Processing
Orders are prepared during UK business days, excluding weekends and public holidays.
Processing time is separate from the delivery estimate shown at checkout. During product launches, promotions and seasonal periods, preparation may take longer than usual.
You will receive an order confirmation after completing your purchase and a separate dispatch notification when the parcel leaves our fulfilment facility.
Worldwide Delivery
We deliver to supported destinations throughout the United Kingdom and internationally.
Enter your delivery address at checkout to see the services currently available for your location. Availability may depend on the product, destination and carrier network.
We may be unable to deliver to certain restricted locations, PO boxes, military addresses or regions affected by carrier limitations.
Shipping Costs
Shipping costs are calculated at checkout based on:
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Delivery destination
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Selected service
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Parcel weight and dimensions
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Products included in the order
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Applicable carrier rates
The complete delivery charge will be shown before payment.
Unless expressly stated otherwise, customs duties, import taxes and local handling fees are not included in the shipping price.
Delivery Estimates
The estimated delivery period for each available service is shown at checkout.
Delivery estimates begin after dispatch and do not include order-processing time. They are estimates rather than guaranteed delivery dates unless a service is expressly described as guaranteed.
International deliveries may take longer because of customs processing, local carrier delays, public holidays, weather or other circumstances outside our reasonable control.
Under applicable UK consumer law, goods will ordinarily be delivered without undue delay and within 30 days unless another delivery period has been agreed with you.
Tracking Your Order
Where tracking is available, you will receive a dispatch email containing the tracking number or tracking link.
Tracking may take some time to update after the parcel has been handed to the carrier.
For international orders, the original carrier may transfer the parcel to a local delivery partner. The same tracking number will often continue to work.
Delivery Addresses
Check your full name, delivery address, postcode, telephone number and email address carefully before submitting an order.
If you notice an error, contact us through our Contact page immediately. We will try to update the information before dispatch, but changes cannot be guaranteed after fulfilment has begun.
SÉLUNE is not responsible for delays caused by incomplete or incorrect information supplied by the customer. Additional carrier charges may apply if a parcel must be redirected or returned.
Customs, Duties and Import Taxes
Orders delivered outside the United Kingdom may be subject to customs duties, import taxes, brokerage fees or local handling charges.
These charges are determined by the destination country’s authorities. Unless checkout clearly states that duties and taxes are included, they are the recipient’s responsibility.
Customs authorities may request additional information from the recipient before releasing a parcel. A delay in providing this information may affect delivery.
We cannot mark a commercial purchase as a gift or declare an inaccurate value on customs documentation.
Split Shipments
Products from the same order may occasionally be shipped separately.
If this happens, you may receive more than one dispatch notification or tracking number. You will not be charged additional shipping solely because we divide an order into multiple parcels.
Failed Delivery Attempts
The carrier may leave delivery instructions, arrange another attempt or direct the parcel to a collection location if nobody is available.
It is the customer’s responsibility to follow tracking updates and collect the parcel within the carrier’s stated period.
If a parcel is returned because it was refused, not collected or sent to an incorrect address, contact us after tracking confirms its return. Any refund may exclude the original shipping cost, return-carrier charges or customs fees where permitted by law.
Delayed Parcels
Carrier and customs delays can occur, particularly with international deliveries.
If tracking has not updated for an extended period or the estimated delivery window has passed, contact us through our Contact page with your order number.
We will review the tracking information and, where appropriate, raise an enquiry with the carrier.
Lost Parcels
A parcel may need to remain without a tracking update for a carrier-defined period before it can be formally treated as lost.
If the carrier confirms that a parcel has been lost, we will offer an appropriate solution in accordance with your consumer rights and the circumstances of the order.
We cannot issue a replacement or refund while a parcel remains in active transit or before the carrier’s investigation has been completed, except where applicable law requires otherwise.
Damaged Deliveries
Inspect your parcel as soon as reasonably possible after delivery.
If the package or product arrives damaged, contact us promptly and provide:
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Your order number
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A description of the damage
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Photographs of the product
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Photographs of the external and internal packaging
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A clear photograph of the shipping label
Keep the product and all packaging until we have reviewed the claim.
Missing or Incorrect Items
If an item is missing or you receive the wrong product, contact us through our Contact page with your order number and photographs of everything received.
We will review the order and arrange an appropriate solution.
Orders Marked as Delivered
If tracking shows that a parcel was delivered but you cannot find it:
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Check the delivery location and any carrier photograph.
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Ask other members of your household.
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Check with neighbours, reception staff or a building manager.
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Look for a collection notice or safe-place message.
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Contact the carrier for further delivery details.
If the parcel remains missing, contact SÉLUNE through our Contact page.
Refused and Unclaimed Parcels
Refusing delivery does not automatically cancel an order.
A returned parcel must reach and be inspected by us before any eligible refund can be considered. Shipping, customs and return-carrier charges may be deducted where permitted by law.
Risk of Loss
Responsibility for an order normally passes to you when it is delivered to you or to a person identified by you to receive it.
If you independently appoint a carrier that was not offered by SÉLUNE, responsibility may pass when the order is handed to that carrier, as permitted by applicable law.
Changes to This Policy
We may update this Shipping Policy to reflect changes to delivery services, carrier requirements, legal obligations or business practices.
The current version and revision date will be published on this page.
Contact Us
For help with shipping or delivery, contact SÉLUNE through the Contact page on our website.
Include your order number and the email address used at checkout so we can locate your purchase.