FAQ

To place an order, browse our online store and open the product page for the item you would like to purchase. Select your preferred quantity or available option, then add the product to your cart.

When you're ready to order, proceed to checkout and enter your delivery and payment details. Review the information shown before submitting your order.

If you notice that something needs to be changed after placing your order, please contact us as quickly as possible at support@shop-selvora.com.

We can only make changes while the order is still being processed and has not entered the shipping process. Once the parcel has been dispatched, modifications may no longer be possible.

After payment has been successfully confirmed, orders are normally prepared for shipment within 1–3 business days.

Processing may occasionally take longer during holidays, major promotions, sales events, or periods of unusually high order volume.

If the packaging you receive does not exactly match the images displayed online, there is no need to assume that you received the wrong product immediately.

We may be transitioning between different packaging versions, which means customers can receive an older or newer package design depending on available stock.

A difference in appearance does not necessarily mean there is a difference in the product itself. If you are unsure, please contact support@shop-selvora.com and, if possible, include a photo of the item you received.

The payment methods available to you will be displayed during checkout.

Where credit card payment is offered, you can complete your purchase using the supported card options shown on the payment page.

Yes. Payment information is handled through the payment processing system available at checkout.

Your card details are transmitted using appropriate security measures during the payment process. Selvora does not ask customers to send complete card numbers, security codes, or passwords by email.

For your own protection, never send your full card information through customer support messages.

If your payment is declined or does not go through, first check that your card details have been entered correctly and that your card is enabled for online transactions.

You can also try refreshing the checkout page or using another supported payment method or browser.

If the problem continues, contact us at support@shop-selvora.com and tell us what happened. Please do not send your complete card number.

Once an order has been successfully completed, you should receive an order confirmation.

If you are unsure whether your payment went through, please contact support@shop-selvora.com with your order details. We can check the status of the order for you.

A delivery address can be different from your billing information where the checkout system permits it.

Please make sure that the shipping address entered during checkout is complete and accurate. If you notice an error after placing your order, contact us immediately so we can determine whether an update is still possible.

If your card appears to have been charged but you have not received an order confirmation, please contact us before placing the order again.

Our team can check whether the order was successfully created and help prevent an accidental duplicate purchase.

Eligible unused products may generally be returned within 14 days of delivery, subject to the exclusions and requirements in our Return Policy.

Before sending anything back, contact support@shop-selvora.com. We will provide the appropriate return instructions and address for your specific order.

Once an eligible return has been received and approved, we aim to process the applicable refund within 24 hours.

After we initiate the refund, the time required for the funds to appear in your account depends on your bank or payment provider and may take several additional business days.

No. Certain products are excluded from the standard return process.

For example:

• Items purchased as part of value bundles or promotional packages cannot be returned.
• Liquid gel products cannot be accepted for return due to the nature of these products.

Additional hygiene-related restrictions may also apply.

Some products cannot be returned for health and hygiene reasons, particularly where the item is intended for intimate use, personal care, or direct contact with the body.

Examples include:

• Bras, lingerie, and underwear
• Makeup and cosmetic products
• Skincare products
• Opened lotions, gels, and personal-care products
• Shapewear and similar products that directly contact the skin

Once these products have left our facilities, we cannot reliably establish whether they have remained unused. For hygiene and safety reasons, such products may therefore be unsuitable for resale.

These restrictions are intended to protect all customers and maintain appropriate hygiene standards.

Yes. Returns may also be excluded where the product has been:

• Used
• Repaired
• Modified
• Altered in any way

Returns may also be affected where external regulations, government requirements, or restrictions concerning a product's materials, composition, or permitted use apply.

If you're unsure whether your particular item qualifies, contact us before shipping it back.

Please do not send a return before contacting us.

Email support@shop-selvora.com first and provide your order information. We will confirm the correct return destination for your specific order.

We use different fulfillment and distribution locations, so the correct return address can depend on where your order was dispatched from.

Returns sent to an incorrect facility may not reach our designated return center.

If we do not receive the returned product at the appropriate return location, we cannot process a refund.

For this reason, always obtain the return instructions directly from support@shop-selvora.com before posting your parcel.

If you are returning an eligible product because you have changed your mind or it does not meet your expectations, the customer is responsible for the return shipping cost.

Return postage is non-refundable.

If an original shipping charge was paid on the order, this may also be deducted from an approved refund where applicable.

Because some returns may need to be sent internationally, please consider the potential postage cost before choosing to return an item.

Yes. We strongly recommend using a tracked postal service and, where appropriate, purchasing shipping insurance.

Without tracking or delivery confirmation, we cannot guarantee that a returned parcel will reach our designated facility.

You may request cancellation by contacting support@shop-selvora.com as soon as possible.

A full cancellation can generally be processed when the request is received within 12 hours of placing the order and the order has not yet been shipped.

For an eligible full cancellation, a £5.00 cancellation fee will be deducted from the refund.

This fee covers processing and payment gateway expenses that cannot be recovered by us.

If you only need to make a partial change—for example, remove a product or reduce the quantity—you can contact us within 12 hours of placing the order, provided the order has not yet been shipped.

No cancellation fee will be charged for an eligible order amendment.

Unfortunately, once an order has been dispatched, we can no longer cancel or amend it.

Please do not refuse the parcel at delivery. A refused package may not return to our designated facility, and if we do not receive the product, we cannot issue a refund.

Please contact support@shop-selvora.com within 14 days of delivery.

Send us clear photographs showing the problem. Ideally, the images should show:

• The complete product
• The product label
• The damaged or defective area

Good lighting and a clear background can help our team assess the issue more quickly.

Please contact us within 14 days of delivery and provide photographs of the product you received.

Photos help us verify the item and determine the appropriate solution as quickly as possible.

Damage, defect, or incorrect-item reports must be submitted within the applicable 14-day period.

Claims submitted after this timeframe are not eligible for a refund or replacement.

This deadline allows us to review delivery-related issues promptly and helps maintain a fair return process.

If the reported issue is confirmed and falls within the applicable return period, we may arrange either a replacement or refund, depending on the circumstances and the available resolution.

After your payment has been confirmed, orders generally require 1–3 business days for processing and dispatch.

Once shipped, standard delivery generally takes around 7–12 business days.

These are estimated timeframes rather than guaranteed delivery dates. Actual transit times can vary depending on the destination, carrier, customs processing, and other circumstances.

Shipping charges can vary depending on factors such as the destination and package weight.

The applicable shipping cost will be shown during checkout before you submit your order.

Once your order has been dispatched, we will send you a shipping confirmation containing the available tracking information.

You can use the tracking number to check the latest information provided by the relevant delivery carrier.

Please remember that tracking information may not appear immediately after a tracking number is issued. It can take approximately 1–3 business days for the first scans to become visible.

If you have not received your tracking details, please contact support@shop-selvora.com.

We can check the available order information and provide you with the latest shipping status.

Yes. Selvora UK provides international shipping to most countries.

Available delivery services, costs, and transit times can differ depending on the destination.

International shipments may also be subject to customs duties, import taxes, or other charges imposed by the destination country. These charges are the customer's responsibility.

At this time, we do not ship to P.O. boxes or APO/FPO addresses.

Certain products may also have destination-specific shipping restrictions due to local laws, import requirements, export regulations, or carrier limitations.

If your shipment appears to be delayed, contact support@shop-selvora.com.

Our team can review the latest tracking information and advise you on the next appropriate step.

Please contact us as soon as possible and provide clear photographs of the parcel and the damaged product.

This allows us to review the situation and determine the appropriate resolution.

If you discover that your address is incorrect, contact support@shop-selvora.com immediately.

We can try to update the information before dispatch. However, once the parcel has entered the shipping process, an address change may no longer be possible.

We strongly advise against refusing delivery.

A refused parcel may be redirected or returned to a location other than our designated return facility. If the product does not reach us, we cannot issue a refund.

If you no longer want the order, please contact support@shop-selvora.com and follow the appropriate return procedure instead.

Customers are responsible for ensuring that the shipping address entered at checkout is correct and complete.

If a shipment fails because of an incorrect or undeliverable address:

• The failed delivery is not eligible for a refund.
• If the parcel is returned to us, you may request another shipment by covering the new shipping cost.
• If you do not request another shipment, the order will be considered closed.
• Selvora is not responsible for delays, losses, or failed deliveries resulting from incorrect or incomplete customer-provided address information.

Selvora currently operates as an online-only business.

Our products are available through our online store and are shipped to customers using our available delivery services.

Orders are placed through the Selvora online store rather than by telephone.

If you experience difficulty completing your purchase online, contact support@shop-selvora.com, and our team can help with your questions.

If you have a problem with an order or payment, contacting Selvora first usually allows us to check the order directly and identify the issue more quickly.

This can include questions about payment status, refunds, order cancellations, shipping, or delivery.

Please contact support@shop-selvora.com with your order information so we can review the matter before you contact your bank or card provider.

If you believe there is an issue with a credit-card payment, please contact us at support@shop-selvora.com first.

We can check whether the order was successfully created, whether the payment was received, and whether a refund or other adjustment has already been processed.

For your security, never email your full card number, CVV/security code, password, or other sensitive payment credentials.

If your question is not answered here, our customer support team will be happy to assist.

Email us at support@shop-selvora.com with your order number and a short description of the issue. Including relevant photos or screenshots where appropriate can help us investigate your request more efficiently.

We aim to respond to customer enquiries within 24 hours.

Our customer support team is available:

Monday–Friday: 08:00–22:00Saturday–Sunday: 08:00–18:00

For assistance, contact:

support@shop-selvora.com

We will do our best to respond as quickly as possible.