Shipping policy
Shipping Policy
All our products are dispatched from our fulfillment centers located in the United States, United Kingdom, and Hong Kong. The specific warehouse used for your order depends on the availability of the model you’ve selected. In some cases, your item may ship from a different country if the product is only in stock there at the time of purchase. Our system is fully automated via Shopify to streamline order processing, and inventory checks are performed weekly to maintain high product standards.
Shipping Update
Due to increased order volumes and ongoing global supply chain delays, shipping timelines may be affected. Please allow an extra 1–4 business days for your order to be processed before shipment. Estimated delivery dates will be shown at checkout.
Please note:
Our items are not available for sale, shipment, or use within any country of the European Union, including France.
Orders with EU destinations will be automatically declined or cancelled.
This website is intended only for customers residing outside the EU, including the USA, Canada, UK, Australia, and other approved regions.
By continuing to use this website, you confirm that you are not an EU resident and will not attempt delivery to restricted locations.
Estimated Delivery Times
Standard delivery ranges from 5 to 10 business days, depending on your location (not including weekends, public holidays, or courier-related delays).
Processing time is generally 1 to 3 business days, but during busy periods or promotional campaigns, it may take up to 7–10 business days.
Please note that delivery estimates vary by country and depend on local postal and customs processing.
Customs & Duties
Buyers are fully responsible for any customs duties, import fees, or additional charges required by their local authorities.
Once your order has been handed over to the shipping provider, the local postal service in your country will take care of final delivery. If issues arise after your parcel has arrived in your country, it’s your responsibility to contact the local post office.
USA Orders
Customers in the United States will receive a tracking number as soon as their parcel ships. If tracking status is delayed for a few days, this is normal—please allow 1–2 business days for updates.
Important Note on Imports
All goods are imported on behalf of the recipient. By ordering, the buyer authorizes Serenity to act as their agent for importation. Serenity may also delegate this responsibility to a third-party logistics partner.
The customer agrees to cover all applicable duties and taxes in addition to the purchase price.
Returned Shipments
If a package is returned due to incorrect delivery details or failure to collect, and Serenity is not at fault, the customer may request a reshipment at their own cost. Refunds will exclude shipping costs incurred by Serenity.
If you return an item, we strongly recommend using a trackable shipping method and purchasing shipping insurance, as we cannot guarantee receipt of returned goods.
FAQ
Lost Shipments
We are not responsible for incorrect addresses submitted during checkout. Please double-check your shipping and billing details. If you realize a mistake within 24 hours, let us know immediately so we can correct it.
If the parcel is returned due to an incorrect address, a refund (excluding shipping fees) will be issued once the item arrives back at our warehouse, or it can be re-shipped to the correct address at your expense.
Import Charges
Once your order is shipped, we are not liable for any additional shipping or import charges incurred. By placing an order, you agree to accept possible customs fees for each parcel delivered to your country.
Tracking Details
You’ll receive an email with your tracking code once your order has shipped. Check your spam folder if you haven’t received it within a few days.
Tracking Not Updating
It may take 2 to 5 business days for shipping information to appear in tracking systems. If no updates are visible after 5 business days, please contact us.
Order Cancellation
You can cancel your order free of charge within 6 hours of placing it.
After this window, if your order has been processed or shipped, it cannot be canceled. To request a cancellation, please email us with the subject line: “CANCELLATION”.