FAQ

 

FAQ last updated: 23 March 2026

See shipping policy

Do you offer UNTRACKED shipping?

No, I stopped offering UNTRACKED shipping for everyone early 2021 due to high risk of lost mail, and the uncertainties surrounding this method of shipping. I cannot help with lost mail and locating its whereabouts. 

In December 2025-January 2026, I did briefly offer untracked shipping option (letter mail) during my 5 years anniversary update because I wanted to try make things a little more accessible to my customers, as well give this method of shipping another chance since shipping has only gotten more expensive over the years. As at March 2026 update, this method has been halted until further notice. 

 

Do you ship internationally?

Yes, I ship to most regions that can be delivered to by Australia Post. I use TRACKED shipping ONLY to ship all packages. I DO NOT collect VAT or any additional tax from my customers, your order may be subjected to additional fees upon its arrival that I am not responsible for.

As of 14 December 2024, I have stopped shipping to the EU due to the new GPSR regulations and will remain unable to ship to the EU until further notice.

Shipping to UK has been resumed.

Shipping to US has been resumed despite the the US having removed the $800 de minimis threshold for all imports, meaning all shipments to the US now face tariffs, taxes, and mandatory pre-payment of duties. SELENENEN has been paying the import tax for US customers since 31 October 2025.

For reference of current Australia Post shipping rates, see International Post Charges Easy Guide As at 1 July 2025

 

Where do I find my tracking details?

A separate email will be sent to your provided email from Australia Post containing tracking details.

When your order is fulfilled, you will receive two emails — one from SELENENEN and one from Australia Post. Only the one from Australia Post contains tracking details regarding your parcel.

If you are unable to locate it, please send an email to selenenen.business@gmail.com with proof of your order number, and I will help find your tracking details.

 

Where is my package? It’s been more than 2 weeks since it has been shipped.

Sometimes, packages get stuck in transit, or miss a scan to update you on its whereabouts. If your package has not moved in over a month, send an email to selenenen.business@gmail.com, and I can place a customer enquiry to Australia Post for you to follow up on the whereabouts of your package. 

 

If I place more than one order, can they be combined together?

Yes, but excess shipping will not be refunded, so please be wary when placing your orders.

 

Can I refund my order?

All orders are final. Please ensure you're certain about buying before placing an order! Cancellations for orders can be made within 24 hours of purchase.

If there are any issues please send an email to selenenen.business@gmail.com with your concerns.

 

What happens if I typed in the wrong details? 

Please send an email to selenenen.business@gmail.com regarding this matter, changes can be made as long as I haven't already shipped out your package.

You can also chase me up on Instagram DMs if you I haven't responded to your emails within 2 business days.

I am unable to change shipping addresses once you receive your tracking details so please contact me as soon as possible when you realise you typed the incorrect details.