Shipping & Delivery Policy

Processing and working days

Our usual order-processing estimate is 1–2 business days (24–48 hours, counting business days only) after the order is confirmed and any required payment or verification is complete. Delivery time is additional to processing time unless an express arrangement is specifically confirmed.

Time estimates count operational business days and exclude public holidays and days when the relevant fulfilment or courier service does not operate. Order confirmation will identify any special timetable or known delay. These estimates do not override mandatory delivery or refund obligations.

Delivery within Bangladesh

Pathao is our delivery partner in Bangladesh. Standard delivery is estimated at 2–3 business days (48–72 hours, counting business days only) after dispatch, depending on the destination and courier operation. Delivery charges follow the applicable Pathao rate and will be shown or confirmed before acceptance.

A special 12-hour fast-delivery option may be available inside Dhaka. Eligibility, the starting time, charge, stock availability and any cut-off must be confirmed for the specific order; it is not automatically included with standard delivery.

Cash on delivery is offered only where available for the order and destination. Use the amount confirmed for the order and retain proof of payment.

International shipping

International orders are handled by FedEx, DHL or Aramex depending on the customer’s address, service availability and product restrictions. Availability, charges and estimated delivery time are confirmed for the destination. The Bangladesh delivery estimates and Pathao rates do not apply to international shipments.

Customs checks, import restrictions and clearance may affect delivery. Applicable duties, taxes, clearance fees and who is responsible for paying them must be confirmed in the order terms before acceptance. Customers must provide accurate recipient and customs information and comply with destination requirements.

We may be unable to accept or ship a restricted product to a particular destination. We will discuss a lawful alternative or the applicable cancellation/refund rather than promise delivery that cannot be fulfilled.

Receiving an order and reporting problems

Provide a complete address and a reachable phone number. Notify support as early as possible if details change; changes after dispatch may not be possible or may incur a disclosed carrier charge.

Inspect the delivery reasonably promptly. Report missing, damaged or incorrect goods to support with the order reference and available evidence, and keep the packaging where possible. For delays or a lost parcel, contact us so we can coordinate with the courier; using a courier does not remove Selenyz’s applicable responsibility to you.

Failed delivery, refusal and returns

If delivery fails or is refused, we will review the circumstances, courier information and your explanation. Where the failure is attributable to customer instructions, an incorrect address or an unjustified refusal, actual disclosed delivery and return charges may apply, subject to law. Company or courier-responsible errors are handled without unfairly charging the customer.

Repeated unjustified refusals or documented abuse may lead to manual restrictions on future orders after review. System flags alone do not establish fraud. Legal remedies are reserved for conduct with a lawful basis, not every failed delivery.

Return collection and destinations vary by order and location. Follow support’s instructions; do not independently ship to an office address. See the Returns, Refunds & Cancellation Policy for eligibility and refunds.