Most frequent questions

Answers and quick help for your request 

The most frequent questions

We answer the most frequently asked questions about general topics, your order and our products.
General Questions
Orders
  • What are the conditions of my discount code?

    Depending on where you got the discount code, different conditions may apply. Normally, when you enter the discount code in the order process, you will see what the conditions are

  • The order process was cancelled. My code is now invalid. What can I do?

    If this should happen, you can contact us at any time via our contact form.

  • What do I do if I have forgotten to enter the discount code? Can I have the discount entered subsequently?

    Unfortunately no. If you have already completed your order, it is not possible to enter the discount code later. This also applies to voucher codes.

  • The discount code does not work. Why?

    There can be different reasons for this. Either this discount code was time-limited and is no longer valid or you made a mistake. The error message for an incorrect discount code usually gives information about the reason for the rejection.

  • I have a discount code/voucher code. How does it work?

    During the order process, you have the option of entering the discount code in a designated field. The discount will then be deducted directly in the shopping basket. If the discount code is invalid, you will receive an error message.

  • Can you tell from the package what I ordered?

    You won't be able to tell what's in your parcel. You can therefore buy products for your period or bladder weakness without worrying. The product packaging, on the other hand, is clearly labelled and you can tell which product it is.

  • What do I do if I have not received an order confirmation?

    If you have not received an order confirmation, you can contact us at any time using the contact form or via chat.

  • Do I have to open an account when I buy?

    No. You can either create an account when you place an order or continue as a guest. If you create an account, you have the great advantage that all your orders and invoices can be viewed.

  • Where can I find the order number?

    You will find your order number in the order confirmation, which we will send you directly after you have completed your order. This number is necessary to clearly identify your order. If you have any questions about your order, you should always quote the order number.

  • Can I change anything about my order after I have placed it?

    That depends on how quickly you contact us. To ensure that orders reach our customers as quickly as possible, everything is automated. As soon as you have completed your order, everything is forwarded to the logistics department within a few seconds and they pack the package immediately. If you make a mistake with the delivery address, you can usually change it as soon as you receive the tracking information by email.

  • Can I exchange a product for another colour or size?

    It depends on the product. Menstrual cups are hygiene products and cannot be exchanged. Unused textile products in their original packaging that were purchased in our online shop can be returned to us using the returns form. All returns will first be checked for condition. Afterwards, the purchase price will be refunded via the payment method you used and you can order the desired product again.

  • Do I save when buying more than one product?

    Yes, you can save up to 20% when you buy multiple period underwear or menstrual cups in our online shop. This excludes multipacks, which are already offered at a reduced price compared to individual products.

  • Can I return individual parts of a set?

    Unfortunately no. Our sets are products that, on the one hand, offer a price advantage compared to the individual products, and on the other hand, are logistically managed as a single product. For this reason, only the entire set can be returned.

  • Can I exchange period panties?

    Unfortunately, you can't exchange them directly. However, you can use our returns form, send them back and then place a new order.

  • My menstrual cup doesn't fit. Can I send it back?

    Unfortunately, no. Menstrual cups are hygiene products that we are not allowed to take back for hygiene reasons and would have to dispose of them. We recommend sterilising the cup with boiling water and giving it as a gift.

  • There is a problem with the product. What do I do now?

    Please use our returns form and fill in the fields accordingly. As soon as we have received your return, we will refund the purchase price.

  • There are no delivery documents in my package. What now?

    You can find delivery documents in your customer account at any time. If you have placed a guest order, you can contact us at any time for the desired documents.

  • Can I specify a different delivery address than the billing address?

    Yes, you can specify a different delivery address at any time during the ordering process. Your order will then be sent to the delivery address you specify. The invoice, on the other hand, will be created with the billing address you selected.

  • How much are the shipping costs?

    The shipping costs  vary depending on the delivery country to which your parcel is to be delivered. Depending on the country of delivery and the value of the goods, you can benefit from free shipping.

  • Can I also have my order sent to a Packstation?

    Unfortunately, no. Delivery to Packstations is not possible, as the parcels often cannot be deposited there and are returned directly to us.

  • My shipment could not be delivered. What happens now?

    If this happens, the package will be returned to us. Once in our warehouse, the products will be checked and then the purchase amount will be refunded to you via the payment method you originally chose. You can place a new order at any time, even if the original package is still on its way back to us.

  • What do I do if my parcel has been returned?

    As soon as the package arrives, the purchase price will be refunded via your chosen payment method. You do not have to cancel the order. If you are still interested in the products after the refund, you can place a new order.

  • My order has not arrived. What now?

    Open the email you received when we sent the package. It contains a link to the parcel tracking system. The email might also be in your SPAM folder. Here you can check whether you may have missed the deadline for collecting the parcel from the parcel shop and the parcel is on its way back to us. In this case, the purchase price will be refunded to the payment method you used and you can place a new order.

  • What payment options are available?

    In our online shop, the payment methods PayPal, credit card (Visa, MasterCard), instant bank transfer and purchase on account are available as standard. Depending on the country of delivery, other payment methods may also be available.

  • I would like to register a return. How do I do that?

    To make a return, please use our returns form. Returns cannot be registered by mail or telephone.

  • Where is my parcel?

    As soon as your parcel has been dispatched, you will receive an email with a link to track your parcel. You can click on this link to see where your parcel is at the moment. If you were not at home when your parcel was attempted to be delivered, you can also check here which parcel shop your parcel is waiting to be collected from.

  • How can I cancel my order?

    Simply use our returns form. As soon as we have received your return, we will refund the purchase amount to you via your chosen payment method.

Menstrual Cups
  • What is Toxic Shock Syndrome (TSS)?

    TSS is an extremely rare but serious condition. It usually occurs during menstruation because internal period products can cause disruption of the mucosal barrier, allowing bacteria to enter the uterus more quickly. If you experience high fever, vomiting, diarrhoea, sunburn-like symptoms, headache or muscle pain, remove the menstrual cup immediately and consult a doctor about TSS.

  • What makes menstrual cups sustainable?

    Menstruators consume an average of more than 15,000 disposable monthly hygiene products in their lifetime. With care, menstrual cups can be used for years. So by reusing them, you're helping to avoid mountains of waste with every cycle and doing something good for the environment.

  • Where are SELENACARE menstrual cups manufactured?

    All SELENACARE menstrual cups were developed in Austria and are produced in Germany, Italy and Poland. We use high-quality materials manufactured by our partner Wacker Chemie AG from Germany (100% medical silicone).

  • My menstrual cup is a funny colour. Do I have to throw it away now?

    Discolouration is possible, but is harmless to health. They can be removed by placing the cup overnight in a cup with dissolved denture cleaning tablets or three-percent hydrogen and rinsing thoroughly with water and mild soap the next morning.

  • How do you clean a menstrual cup?

    During your period, it is sufficient to clean the menstrual cup with water and mild soap. After each period, you should clean the cup thoroughly. To do this, you can put the menstrual cup in the cleaning container or in a coffee cup, fill it halfway with water and then put it in the microwave until the water boils. Alternatively, you can put the menstrual cup in a whisk and boil it in a pot of water.

  • How do I remove a menstrual cup?

    Wash your hands thoroughly and adopt the same position as when inserting, for example squatting or sitting on the toilet. Gently press the menstrual cup in along the grooves with your fingers to release the vacuum. Then you can carefully pull the cup out. You can help this process by gently turning the cup and tightening your pelvic floor muscles. This may take a few tries and some patience at first, that's quite normal! Even if it seems difficult at first, you should never pull out your menstrual cup by the ring without releasing the vacuum.

    If the vacuum is not released beforehand, it can increase and cause pain. In the worst case, it could lead to a prolapsed uterus.

  • What can I do if the menstrual cup gets stuck?

    Especially in the beginning, it may take a little time to get used to removing the menstrual cup. DThe first step is to wash your hands. Next, find a comfortable position (standing, sitting, squatting). Try out what is easiest and most comfortable for you. Then you have to release the negative pressure of the cup. To do this, hold your index finger along the belly of the cup until you can press it in a little at the side. The vacuum should release immediately and you can then pull the cup out using the ring provided. Please note that releasing the vacuum is extremely important. Never pull on the ring with force without first releasing the vacuum.
    The most important thing is that you are relaxed when removing the cup. If necessary, you can stand under a warm shower, take a deep breath and squat down deeply, this will make the cup slide a little deeper and easier to reach.

  • How do I empty a menstrual cup?

    Once you have removed the menstrual cup, you can simply empty it in the toilet or sink. It is not necessary to remove the cup during urination. You should empty the menstrual cup after eight hours at the latest.

  • Can I use a menstrual cup after giving birth?

    If you have the OK from your doctor to use tampons again, you can also use menstrual cups without any problems after the birth.

  • How can I tell if a menstrual cup has fully unfolded?

    After inserting the cup, you can run a finger between the septum and the cup and feel whether the cup has unfolded. If it has, a slight vacuum should have formed around the cup opening.

  • Can I wear a menstrual cup if I am using the IUD or copper chain?

    In principle, it is possible to use a menstrual cup if you are wearing a coil or copper chain. However, please talk to your doctor before you insert the menstrual cup. If you have not been using a coil or copper chain for very long, you will have to be patient for a while. During your first period after insertion, you should not use any internal period products (not even tampons).

    We recommend our menstrual underwear and washable pads for this purpose. Of course, you can still use these with or instead of the cup for later menstrual bleeding. If the IUD or copper chain was inserted some time ago, there is nothing to stop you using a menstrual cup. It is important that the thread does not get caught between the menstrual cup and your vaginal wall. If this is the case, your doctor can shorten the thread for you.

    CAUTION: When removing your menstrual cup, it is important to release the vacuum before pulling it out. Of course, you should always do this, but it is especially important if you are wearing an IUD or copper chain.

  • What do I do if my menstrual cup doesn't seal and leaks?

    If your menstrual cup leaks, you should check the following points:

    • Has the menstrual cup unfolded completely?
    • Does the cup leak even when it is half full?
    • How much blood is leaking out?

    It could well be that the cup simply fills up faster on heavy days and therefore overflows. In this case, the cup should simply be emptied more often. Otherwise it could be that your pelvic floor muscles are very strong and the hardness of the menstrual cup is too soft. This would also mean that the cup would hold tightly at first as long as there is only a little menstrual blood in it, but later it would spill over if there is a lot of blood. Depending on how much blood leaks out, it can also be change blood - i.e. blood residues that remain on the vaginal wall after the cup has been emptied.
  • I have difficulty inserting the cup. What can I do?

    Finding the right menstrual cup folding and insertion technique can take some time, as many individual factors play an important role. Basically, a menstrual cup should not be noticeable when worn. To make insertion more comfortable, you can use water-based lubricant or moisten the cup with water beforehand.

  • How long can a menstrual cup be worn?

    Depending on the intensity of your bleeding, you can wear a menstrual cup for up to 8 hours at a time. How often it needs to be emptied depends on your individual cycle. Basically, however, you can orientate yourself on the intervals that you have had with tampons up to now.

  • Can I also wear a menstrual cup at night or during sports?

    Menstrual cups are ideal for sports activities such as swimming, horseback riding, cycling, and much more. The menstrual cup also provides reliable protection at night.

  • How can I tell which degree of hardness I need?

    Menstrual cups come in all shapes and colours. There are also different degrees of hardness. If you do a lot of sport or have not yet had a vaginal birth, your pelvic floor muscles are probably well trained. In this case, you may need a firmer cup. A cup that is too soft may not be leak-proof. Menstrual cups with a firmer cup size are easier to place because the material does not bend as easily.

  • Do you feel menstrual cups when you wear them?

    If the menstrual cup is in the best place or deep enough, it should not be noticeable. The cup can be inserted up to the cervix or a little less, it's a matter of taste. If the menstrual cup leaks or is noticeable at first, it is only rarely due to the wrong size, but rather to the fact that you are not used to using it at first.

  • Can I use menstrual cups even if I have heavy bleeding?

    Menstrual cups can be used on all days of your period. On heavy days, the cup may need to be emptied more often or you may need a larger cup depending on the amount of bleeding.

  • How do I find the right cup size for me?

    We have three cup sizes: Small, Medium and Large. Which size suits you depends on three factors:

    1. Bleeding intensity
    The heavier your bleeding, the larger your cup should be so you don't have to empty it so often.

    2. Cervical position
    If you insert your finger into your vagina and lightly touch your cervix, you will need a smaller cup.

    3. Condition of your pelvic floor
    The condition of your pelvic floor depends on several aspects. If you have not yet had children and do a lot of exercise, it is usually well trained and you will need a smaller cup size.

  • What should I look for when buying a menstrual cup?

    When buying a menstrual cap, make sure you choose the right size, the right degree of hardness and the right material. Menstrual cups are usually made of medical-grade silicone, thermoplastic elastomers (TPE) or latex. There are also menstrual cups that dock directly to the cervix and those that are placed a little further down.
    Our cups are produced in Europe. We get the medical silicone - SILPURAN® - for our menstrual cups  from Wacker AG. It's tested according to selected ISO 10993 tests and USP Class VI for use in the health care industry. This way we can be sure that the menstrual cups meet our quality standards.

  • What is a menstrual cup?

    A menstrual cup is a cup-like vessel that is inserted into the vagina during the period to collect menstrual blood. Menstrual cups can be reused for years. Thus, period cups are an environmentally friendly alternative to tampons.

Sanitary Pads & Panty Liners
Period Underwear
  • What is period underwear made of?

    Different materials are used depending on the style. You can find the exact composition on the respective product page in our shop. If you want to know which fabric technology we use, you can find more information here.

  • Is menstrual underwear hygienic?

    It may be a little unusual at first to simply bleed into your underwear. But the whole thing is much less complicated and more hygienic than you might think at first. Thanks to the innovative multi-layer technology with antibacterial protection, menstrual underwear never feels wet.

  • How long does period underwear last?

    With careful care, the underwear offers reliable protection for approx. 100 washes, after which the function may decline somewhat. However, we know from customer experience that a life span of more than 100 washes is also possible. The great thing is: even after the menstrual underwear has lost its absorbency, it can still be worn as normal underwear.

  • Can I also use Period Panties for discharge and sweat?

    Our menstrual underwear can also absorb shit and discharge. Especially for discharge, we have developed the 2-in-1 panty Brasiliana. This model replaces panty liners with an integrated protective surface.

  • Is period underwear suitable for travelling?

    With period underwear, you can concentrate fully on your journey. The washable briefs protect you reliably and can be easily cleaned on the go.

  • How should I wash period underwear?

    After wearing them, it is best to wash them in cold water before putting them in the washing machine. We recommend washing our menstrual underwear at 30 degrees. This saves energy and is good for the environment. Besides, blood washes out better in cold water than in warm water. Incidentally, as part of our product development, our products have also been successfully tested at washing temperatures of 60° degrees.
    It is important not to use fabric softeners, bleach or vinegar and not to put the underwear in the dryer.

  • Do the briefs fit snugly?

    In order to guarantee leak-proof protection, our briefs are currently a little smaller. However, we are already working on being able to offer sizes that fit exactly in the future. You can find the most accurate information possible in our size guide.

  • Does period underwear also work for heavy days?

    Our briefs are ideal for light to medium days. On heavy days, we recommend using additional protection such as menstrual cups.

  • Is period underwear suitable for the postpartum period?
    Our period underwear can hold 2-3 normal sized tampons of fluid. That is 25 ml. Depending on the amount of bleeding, you can use period underwear with or without additional protection for the time after birth.
  • Can I wear period underwear while doing sports?

    Period briefs protect you during all activities, whether it's sports in the office or travelling. We have developed the breathable Active-slip especially for sports.

  • How many period panties do I need?

    The period is very individual, especially when it comes to the intensity of the bleeding. This also affects the need for and duration of wearing menstrual underwear. On average, three to five panties are enough to get you through your period.  Some people also use only one pair of panties per cycle, which serves as additional protection and replaces panty liners. This also saves a lot of disposable waste!

  • How often do I need to change period underwear?

    No matter whether you are doing sports, at work or at night - period panties are suitable for every situation. How often they need to be changed depends on the amount of bleeding. Basically, we recommend wearing menstrual underwear for a maximum of 8 to 12 hours. Over time, you will develop a good feeling for the intervals between changes. In the beginning you can orientate yourself by the feeling of wetness. As soon as your underwear feels a little wet, it is probably "full" and should be changed. This can happen one to three times a day. If the bleeding is heavy, we recommend combining the underwear with menstrual cups or tampons.

  • What are the advantages of period underwear?

    Period slips are comfortable and uncomplicated to use, which is a good start, especially for the first period or for period beginners. They are also washable and reusable, which saves a lot of disposable waste in terms of sustainability. They can also be worn as normal underwear outside of your period.

  • What is the difference between period underwear and normal underwear?

    Period slips look like regular underwear and are just as comfortable, but they have leak-proof protection for your period. It's like having a sanitary pad built into your underwear.

Bladder Weakness Underwear
  • What is droplet incontinence?

    Our underwear for mild bladder weakness is aimed at anyone who loses small amounts of urine when coughing, sneezing, pressing, lifting or carrying heavy objects, for example, due to stress incontinence. Droplet incontinence means that there is a maximum of 50 ml of unwanted urine loss within four hours.

  • How do I clean washable incontinence pants?
    We do not recommend this, as the absorbent surface of SOUVERÄN bladder weakness underwear has been adapted to the male anatomy and is located more towards the front of the genital area. Depending on your needs, you can rinse the underwear in cold water before putting it in the washing machine with the rest of your laundry. Then simply wash at 30 to 60 degrees. We recommend low washing temperatures, as these are more environmentally friendly. No fabric softener, no bleach. Allow to air dry. In the case of bladder weakness briefs, the protective surface is located further down.
  • As a woman*, can I also wear SOUVERÄN underwear and vice versa?

    We advise against this because the absorbent surface of SOUVERÄN bladder weakness underwear has been adapted to the male anatomy and is located more at the front in the genital area. With SELENACARE bladder weakness slips, the protective surface is located further down.

  • Can I wear the briefs even if I have severe incontinence?

    Our incontinence panties are designed more for mild bladder weakness and night dribbling. With a capacity of 40-60 ml, our underwear can absorb droplets particularly well and trap them inside the panties. With larger quantities, the material may not be able to absorb everything quickly enough.

  • How long can I wear bladder weakness underwear?

    In the package leaflet we write about an application time of 60 minutes. We have to give this information because it is a medical device that is subject to the Medical Devices Act. However, we know from customer feedback that SELENACARE & SOUVERÄN underwear can also be worn for 8 to 12 hours for mild bladder weakness, depending on the amount of urine lost. After some time, users usually find their own individual change intervals. To start with, you can orientate yourself by the feeling of wetness. As soon as the briefs no longer feel dry despite the SELENAtec® multi-layer technology, it is time to change the pants.

  • How does underwear work for mild bladder weakness?
    SELENACARE bladder weakness underwear looks like regular underwear and feels pleasantly soft. Unlike regular underwear, these briefs with an integrated absorbent pad in the crotch area reliably catch urine. Despite several functional layers, the incontinence briefs are ultra-thin. They reliably protect you from unpleasant odours and moisture day and night. Ideal for droplet incontinence.
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