Deliveries and returns
Metropolitan France
(indicative delivery times from the date of shipment)
DOM-TOM
Guadeloupe, Martinique, Réunion, New Caledonia, French Guiana, Mayotte.
(indicative delivery times from the date of shipment)
Europe
Germany, Andorra, Austria, Belgium, Bulgaria, Croatia, Denmark, Spain, Estonia, Finland, Hungary, Italy, Ireland, Latvia, Lithuania, Luxembourg, Malta, Monaco, Norway, Netherlands, Portugal, Sweden, Switzerland.
(indicative delivery times from the date of shipment)
International
United States, Canada, Australia, New Zealand, United Kingdom, South Africa, Saudi Arabia, Argentina, Brazil, Chile, Cyprus, Colombia, Costa Rica, Egypt, United Arab Emirates, Hong Kong, Morocco, Mexico, Oman, Peru, Qatar, Singapore, Turkey.
(indicative delivery times from the date of shipment)
To track your order
-Click here and enter your order number to check its status.
-Email us at info@serenityofficial.com with your name, first name, order number, and tracking number.
Order compliance
It is the Customer's responsibility to ensure, upon receipt of the package, that the items are compliant.
Any anomaly regarding damaged outer packaging, damaged products, or missing products must be reported to the carrier.
Any product that does not comply with the order must be reported within 24 hours by registered letter or email to customer service at the following address: info@serenityofficial.com
SERENITY commits to cover return shipping costs for any product deemed non-compliant according to model, color, or defective product criteria.
Once this time limit has expired, SERENITY disclaims all responsibility.
Returns and withdrawal
In accordance with Article L 121-20 of the Consumer Code, the Customer has a period of 30 days from the receipt of the ordered items to exercise their right of withdrawal without having to justify reasons.
The date of the delivery receipt provided by the carrier constitutes the starting date of this withdrawal period.
Return shipping is free in Metropolitan France for one return per year per household and for any order over €49 upon presentation by email of proof of deposit at the Post Office of a package under simple Colissimo.
To benefit from this, the Customer must send their request by email to info@serenityofficial.com before the end of the 30 days, mentioning the order number and their contact details.
How to make a return?
No return will be processed without a request by email from the customer.
1) Make your request via the contact form by clicking here.
2) After verification and validation of your return request, our customer service will explain the procedure to follow.
3) Once you receive the procedure, prepare your package for return to the address indicated by our customer service.
4) Return processing time: 3 to 4 working days after receipt of the products by our customer service.
5) Refund time: 5 to 7 working days directly to your bank account, and immediately via PayPal or Klarna.
Note
-In case of return, the Customer must keep proof of this return, duly stamped by the post office. In case of transport dispute, proof of deposit is mandatory to proceed with an investigation with the carrier.
-Return shipping costs are the responsibility of the customer for any order equal to or less than €49 or for any order placed in Europe or internationally.
-Products must be unworn, unused, with their tag, and returned in their original packaging along with the accompanying documents.
-Damaged, soiled, incomplete returns will not be accepted, exchanged, or refunded.
In some cases, only partial refunds may be granted (if applicable)
-Any item that has been worn, soiled, damaged, scratched, or used.
-Any item that is not in its original condition, that is damaged, or missing parts for reasons not due to our error.
-Any item returned more than 15 days after delivery.