FAQ

Do you offer UNTRACKED shipping?

No, I stopped offering UNTRACKED shipping early 2021 due to high risk of lost mail, and the stresses it caused me to not be able to follow up with the whereabouts of orders when customers ask. 

Furthermore, I previously used LETTER MAIL for UNTRACKED shipping (flat items only), but Australia Post does not allow merchandise to be shipped using this method of shipping.

Please do not send private requests for orders to be shipped UNTRACKED even if you are okay with the high risk, I will not be accepting them.

Do you ship internationally?

Yes, I ship to all regions that can be delivered to by Australia Post. (see what zone your destination country is). I use TRACKED shipping ONLY to ship all packages. I DO NOT collect VAT or any additional tax, your order will be subjected to additional fees upon its arrival that I am not responsible for. 

Due to international tracked shipping being expensive, I have tried my best to lower it as much as possible to make the shopping experience more accessible to you. 

(see International Post Charges Easy Guide As at 3 July 2023)

ALL SHIPPING COSTS ARE STILL DISCOUNTED!

~15% OFF TRACKING FOR PACKAGES UP TO 250g 

$12.50 AUD for Zone 1 (New Zealand)
$15 AUD for Zone 2 (Asia Pacific)
$17 AUD for Zone 3 (US & Canada)
$21 AUD for Zone 4 (UK & Europe)
$25 AUD for Zone 5 (Rest of World)

~20% OFF TRACKING FOR PACKAGES OVER 250g
$14.50 AUD for Zone 1 (New Zealand)
$19 AUD for Zone 2 (Asia Pacific)
$21 AUD for Zone 3 (US & Canada)
$25 AUD for Zone 4 (UK & Europe)
$30 AUD for Zone 5 (Rest of World)

 

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.

Due to COVID-19 and limited freights, delays are unfortunately inevitable. 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. However, due to large amounts of enquires sent to Australia Post, from experience so far, there is an average wait time of at least 15 business days before I get an update response from Australia Post.

 

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. I do not accept refunds or returns. 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. I will see if I am able to cater for these changes.

Do not message me on Instagram as this is an urgent matter and I am less likely to see your message on Instagram due to high volumes of messages received there.

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.

 

What are group orders and do you host group orders? How can I join a group order?

Group orders are orders placed for more than one recipient to save on shipping costs together. 

I don't host group orders, but if you keep up with me on @sendingyoulovealways on Instagram, I will share to story if there is a host for a certain region and they will have their methods of arranging a group order!

All international group orders MUST pay FULL TRACKED shipping costs. (see table below for price reference) 

Group order shipping option has been added at checkout, please pay for the correct shipping cost! 

I'm happy to pack the orders for the individual recipients if the individual orders are detailed in the order notes! Please message on Instagram or email me, selenenen.business@gmail.com, for me to inform you on how to format the order note for group orders!