FAQ
About Selenaire
What is Selenaire?
Selenaire is an online skincare store offering authentic Korean skincare products focused on hydration, repair, brightening, and skin barrier health.
Are your products authentic?
Yes. All products sold on Selenaire are 100% authentic and sourced from trusted suppliers and brands from Korea.
Do you sell original Korean skincare products?
Absolutely. All our products are genuine Korean skincare formulations.
Product & Usage Questions
Are your products suitable for all skin types?
Most of our products are suitable for all skin types, including dry, oily, combination, and sensitive skin. Please check individual product descriptions for specific skin-type recommendations.
Are your products safe for sensitive skin?
Many of our products are formulated for sensitive skin. However, we always recommend a patch test before full application.
How do I know which product is right for my skin concern?
Each product page includes detailed information about skin concerns it targets. You can also contact us for personalized recommendations at sales@selenaire.com.
Can I use multiple products together?
Yes. Korean skincare routines are designed to layer products safely. Follow the recommended order and avoid mixing strong actives unless advised.
How long does it take to see results?
Results vary by skin type and concern. Most customers notice improvements within 2–4 weeks with consistent use.
Are your products fragrance-free?
Some products are fragrance-free, while others may contain mild fragrance. Check the product ingredients list for details.
Are your products cruelty-free?
Many of our brands are cruelty-free. Please check individual product descriptions for confirmation.
Are the products vegan?
Some products are vegan, while others contain ingredients like snail mucin. Vegan status is mentioned on product pages when applicable.
Orders & Payments
How do I place an order?
Simply add products to your cart, proceed to checkout, and complete your payment securely.
What payment methods do you accept?
We accept major credit/debit cards and other secure payment methods (e.g shoppay, paypal, googlepay) available at checkout.
Can I change or cancel my order after placing it?
Orders can only be changed or cancelled within a short time after purchase. Please contact us immediately if you need help. If cancelled, the refund amount may vary depending on how late the cancellation is made.
Will I receive an order confirmation?
Yes. You’ll receive an email confirmation once your order is successfully placed.
Shipping & Delivery
Do you ship within Canada?
Yes, we ship across Canada.
Do you offer international shipping?
Currently, we primarily ship within Canada and USA. International shipping availability will be updated on our website.
How long does shipping take?
Standard shipping typically takes 3–9 business days. Whereas, express shipping takes around 2-3 business days. Shipping time may vary can depending on your location.
How can I track my order?
Once your order is shipped, you’ll receive a tracking number via email.
Do you offer free shipping?
Free shipping promotions may be available during sales or on orders above 300 CAD. Please check our website for current offers.
Returns & Refunds
What is your return policy?
Due to hygiene and safety reasons, we only accept returns on unopened and unused products.
Can I return a product if it didn’t suit my skin?
Unfortunately, we cannot accept returns on opened or used skincare products.
What if my product arrives damaged?
If your product arrives damaged or incorrect, please contact us at sales@selenaire.com within 24 hours with proper photos, and we’ll assist you.
How long do refunds take?
Refunds are processed within 5–7 business days after approval.
Promotions & Discounts
Do you offer discounts or sales?
Yes. We regularly run sales and promotions. You can check current offers on the announcement bar as well as the banners on Homepage.
Can I use more than one discount code?
Only one discount code can be used per order unless stated otherwise.
Do you offer free gifts with purchase?
Yes, free gifts may be included during special promotions or offers.
Safety & Ingredients
Are your products dermatologist-tested?
All products are dermatologist-tested. Please refer to individual product descriptions for details.
Do your products contain parabens or sulfates?
Most Korean skincare products avoid harsh ingredients. Ingredient details are listed on each product page.
Are your products pregnancy-safe?
Some ingredients may not be suitable during pregnancy. Please consult your healthcare provider before use or you can email us at sales@selenaire.com.
Customer Support
How can I contact Selenaire?
You can reach us via email at sales@selenaire.com or through the contact form on our website.
What are your customer support hours?
Our support team responds within 24–48 hours on business days.
Do you offer skincare consultations?
We currently offer skincare guidance through our email. You can always email us at sales@selenaire.com and we'll be happy to assist you!
UGC & Influencers
Do you work with influencers or content creators?
Yes! We love collaborating with skincare creators, influencers, and UGC creators who genuinely enjoy Korean skincare.
What type of creators can collaborate with Selenaire?
We collaborate with creators on platforms like TikTok, Instagram, and YouTube who create authentic skincare content such as reviews, routines, unboxings, and before/after results.
Do I need a minimum number of followers to collaborate?
No. We value content quality and authenticity over follower count. Micro-creators and UGC creators are welcome to apply.
Is the collaboration paid or gifted?
Collaboration types vary and may include gifted products, affiliate commissions, paid collaborations, or a mix of these depending on the campaign and creator profile.
Can Selenaire repost my content on your website or social media?
Yes. By collaborating with us, you allow Selenaire to repost your content on our social media platforms, website, and ads with proper credit unless otherwise agreed.
How can influencers or UGC creators apply?
You can email us at marketing@selenaire.com with your social media links, content examples, and a short introduction.
Do you offer affiliate programs for creators?
Yes. Selected creators may receive a unique affiliate code or link to earn commission on sales generated through their content.
Miscellaneous
Do you restock sold-out products?
Yes. If you any product that is out of stock, email us at sales@selenaire.com and we will try our best to get it back in stock.
Why does my product packaging look different?
Brands may update packaging while keeping the same formula.