Shipping policy

SHIPPING POLICY – SELENOVA

We ship orders from Madrid, Spain, to Spain, the European Union and selected international destinations.
All orders are processed from Monday to Saturday (excluding holidays).

1. Processing Times

Orders are prepared within:

  • 24–48 business hours for in-stock items

  • 48–72 hours during peak periods or store events

If an item is out of stock or requires additional processing time, you will be notified by email.

2. Shipping Rates & Delivery Times

Spain (Mainland & Balearic Islands)

  • Standard Shipping: 24–72 hours

  • Shipping rate calculated at checkout

European Union

  • Standard Shipping: 3–7 business days

  • Shipping rate calculated at checkout

International Shipping

  • Delivery times and shipping costs vary by destination

  • Customs duties and taxes may apply (see section 4)

Delivery times are estimates and are not guaranteed.
Delays caused by couriers or customs are outside our control.

3. Order Tracking

Once your order is shipped, you will receive an email with a tracking number.
Please allow up to 24 hours for tracking updates.

4. Customs, Duties & Taxes (International Orders)

International shipments outside the EU may be subject to:

  • customs fees

  • import duties

  • local taxes

These charges are the responsibility of the customer and are not included in the product or shipping prices.
Selenova is not responsible for delays caused by customs processing.

5. Incorrect Addresses or Failed Deliveries

Please ensure your shipping information is complete and accurate.
We are not responsible for packages lost or delayed due to:

  • incorrect or incomplete addresses

  • failure to collect the parcel from the courier

  • courier delivery attempts unsuccessful

If a package is returned to us due to an address issue or failed delivery, the customer is responsible for reshipping costs.

6. Damaged Packages

If your package arrives damaged, please notify us within 48 hours of delivery at:
📩 contact@selenova.com

Include:

  • order number

  • photos of the packaging

  • photos of the damaged product

We will evaluate the case and provide a replacement or refund when applicable.

7. Lost Packages

If your package is lost in transit, we will open an investigation with the courier.
If the courier confirms loss, we will refund or replace the order.

8. Click & Collect (In-Store Pickup)

If enabled, orders can be collected at our Madrid store.
You will receive an email when your order is ready for pickup.

9. Contact

For any shipping-related questions:
📩 contact@selenova.com