Hi — how can we help you glow?
Get answers to common questions, track your order, or reach our team directly — we’re here for you.
Message us →✓ Real humans on the team — we usually reply within one business day
Track your order
Enter the tracking number from your shipping confirmation email and we’ll pull up live carrier tracking.
Reach the Seolura team
Question that isn’t covered below? Pick whatever’s easiest — we read every message.
Send a message
Tell us what’s up and we’ll reply by email, usually within one business day.
Email us
Prefer your own inbox? Write to us anytime — include your order number if you have one.
- hello@seolura.com
- Hours
- Mon–Fri · 9 AM–8 PM EST
- Typical reply
- Within 1 business day
Good to know
Frequently asked
The quick answers. Still stuck? The team’s one message away.
01Orders & shipping
When will my order ship?
Orders are processed within 24 hours (excluding weekends and holidays).
How long does delivery take?
USA 1–5 business days; UK & EU 4–9; Canada, Australia and rest of world 7–14.
How do I track my order?
A tracking link is emailed the moment your order ships. You can also paste the number into the tracker above.
Can I change or cancel my order after placing it?
Email us within 2 hours of ordering and we’ll do our best before it leaves the warehouse.
Do you ship internationally?
Yes — to most countries worldwide.
07Subscriptions
How do I manage or cancel my subscription?
Log in to your account and open Subscriptions, or email us and we’ll handle it.
How do I skip or delay my next shipment?
From your account’s Subscriptions page — skip, delay or swap in one click.
I was charged for a renewal I wasn’t expecting — what now?
Email us with your order number and we’ll sort it out right away.
11Product & safety
How often should I use the product?
Hydrogel masks: 1–2 times a week. Night Sealing Mask: 2–3 times a week.
Are the masks suitable for sensitive skin?
Yes — fragrance-free, alcohol-free and dermatologist tested. Patch test if you’re very reactive.
Can I use them while pregnant or breastfeeding?
Our formulas contain no retinoids, but please check with your clinician first.
How should I store my masks?
Cool and dry, out of direct sunlight. Chilling them in the fridge feels amazing.
Do the masks have a shelf life?
Yes — 24 months unopened; use within 12 months of opening.
17Returns & policy
What’s your return policy?
30-day money-back guarantee on every order — no questions asked.
How do I start a return or refund?
Email us with your order number and we’ll take it from there.
My order arrived damaged. What do I do?
Send us a photo within 7 days and we’ll replace it free.
I think I was charged but don’t see an order — help?
Check your spam folder for the confirmation, then email us and we’ll locate it.