Frequently Asked Questions

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Selenterra was created to bring the essence of Korean skincare to everyone who dreams of healthy, glowing skin and our mission is to provide high-quality, natural, and innovative products.

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My Account

You can create your Selenterra account by going to our sign up page.

We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.

If you are already registered and wish to receive these emails, you can login to your account and change the ‘Email preferences’ option.

Log-in to your account and go to ‘Account Settings’.

We’re fully compliant with the data protection act so we care about keeping your details secure. Shopping with Selenterra is safe.

For further information, please visit our Privacy Policy page.

To retrieve a temporary password, attempt to log in from the web or app and click on “Forgot your Password?“. From there, enter in your email address and you will receive an email with steps to reset!

If you no longer want to receive our exclusive offers and promotions then:

  • Log into your account from the web or mobile app and go to My Account.
  • Click “Unsubscribe” in the Email Preferences section.
  • Or, you can click the “unsubscribe” link at the bottom of any Selenterra email you receive.

Ordering

All items ordered with Selenterra depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.

It’s easy to place an order with us. Log-in to your account to begin browsing our range.

Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.

Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.

Yes, click on the ‘My Basket’ icon at the top of the page and you’ll be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.

Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to help you do so.

Get in touch with them now via the “Still need help?” section (below).

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking “Add a new address”.

We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

Your account makes it easy to keep track of all your orders.

Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.

We’ll also send you a dispatch email as soon as your order is on the way.

Your account will show any previous orders you’ve placed. Click here to track your order.

Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

To cancel your order, go to the Your Orders section, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order. If the cancellation option is not available, it means that it is now too late to cancel your order.

Our team works hard to pick and pack your orders as quickly as possible therefore there’s a very limited amount of time after an order has been placed, when your order can be cancelled.

You can visit our Returns Policy to help you get the order back to us instead.

Once you’ve placed your order we cannot make any changes to it.

If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.

Select the relevant order and you’ll see that you can choose to cancel individual items or the whole order.

We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

Don’t worry we understand that this can happen; you can try and cancel the item in your account.

You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.

If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.

If you still need help, then you can send our Customer Service team a message via the ‘Still need help?’ section (below).

We’re really sorry that happened as we aim to provide high quality items to all of our customers.

So that we can look into this for you, please contact us to tell us more via the ‘Still need help?’ section (below).

To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.

1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable

As soon as we’ve looked into the fault we’ll let you know what we plan to do next by sending you an email.

We’re really sorry to hear that, we process orders with the utmost care. Occasionally errors can occur, don’t worry our Customer Service Team will help ASAP.

Please contact us either via Live Chat or Your Account, it would help if you include the following information –

1. Your Order Number
2. Details of the incorrect item received (it would also really help if you send a clear picture)
3. Confirmation of the correct item ordered
4. The email address you used for your order (if contacting us via Live Chat)

As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.

We take pride in our products so we’re sorry to hear you’ve received your order damaged.

Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via the ‘Still need help?’ section (below).

Please don’t throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.

As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment.

Your dispatch confirmation email will list the items that have been sent. If the missing item is not there then you’ll need to allow longer for it to be delivered.

If the item has been sent, then please send a message via the ‘Still need help?’ section (below) to let our Customer Service team know and they’ll be happy to help.

To minimise the use of paper, we won’t include a printed invoice with your order. If you wish to receive a copy of your invoice, please contact the Customer Service team via the ‘Still need help?’ section (below).

To get a VAT invoice, please contact the Customer Service team via the ‘Still need help?’ section (below) confirming your order number and VAT reference number and a member of the team will assist you.

If you’re having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away via the “Still need help?” section (below) so we can fix this for you.

Payments

We offer a variety of online payment methods to ensure our customers can place orders with ease.

You can select your preferred payment method at checkout. To provide a safe shopping experience to all our customers, all payments will be subject to security checks.

Any order placed for delivery outside of Portugal could result in import duties and taxes (including VAT).

We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.

If you’re seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help via the ‘Still need help?’ section (below).

Once you place an order, the payment will show in your account as pending until we send the products to you.

The pending transaction is telling you that the payment is authorised to be taken.

If you want to add new payment details then you’ll need to do this at the checkout stage.

Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.

Once you’ve found all the items that you want then click “My Shopping Cart”, you’ll see a box located below your list of items which says “Got a discount code? Enter it here”.

Add your discount code into this box and click ‘Add’ to apply the discount.

If the code doesn’t work then you’ll need to check that you’re not trying to use more than one offer and none of the items are on our exclusions list.

If you have any problems entering the code then you can contact our Customer Service team via the ‘Still need help?’ section (below).

We’re sorry to hear your code isn’t working, you’ll need to check that you’re not trying to use more than one code per order and that your item isn’t excluded.

You can refer to our exclusions list to check.

If the code isn’t being affected by one of the issues above then please contact our Customer Service team via the ‘Still need help?’ section (below).

Shipping and Delivery

We send you an email as soon as your order is on the way, so that you can find out when it will arrive.

For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.

Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.

Our Delivery Information page can give you more information and timescales.

If you do need to report your order as lost then please contact our Customer Service via the ‘Still need help?’ section (below).

All our delivery options can be found on our Delivery Information page.

Our Delivery Information page can tell you the time frames associated with our different delivery options alongside their costs.

Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a message on your phone.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment.

Your dispatch confirmation email will list the items that have been sent. If the missing item is not there then you’ll need to allow longer for it to be delivered.

If the item has not been sent, then please send a message via the ‘Still need help?’ section (below) to let our Customer Service team know and they’ll be happy to help.

Returns and Refunds

Please refer to our returns policy page for more information.

If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via the ‘Still need help?’ section (below).

We try not to make things complicated for you, contact our Customer Service team via the ‘Still need help?’ section (below) and they’ll do the rest.

You’ll need to tell them the reason for the return so they can choose the best option for you.

Please refer to our returns policy page for more information.

We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.

All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the products have not been opened.

To get the order back to us safely please contact our Customer Service team via the ‘Still need help?’ section (below).

They’ll send you all the information you need, but you can also refer to our returns policy page for more information.

As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.

You should receive an email to notify you of any action taken.

Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way.

If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team via the ‘Still need help?’ section (below).