FAQ

What is the delivery time for my order?

If you have ordered something from SERENIQUE, the delivery time is slightly different than you may be used to. Because our products are sent directly from our suppliers, we can save enormously on storage and transport costs. This makes it possible to price our products so competitively.

We believe it is important that your order is processed with care and attention. Once you place an order, we usually process it within 1 to 3 business days.

After processing, your order will be shipped and you can count on an average delivery time of 6 to 12 working days. Please note: this delivery time is an indication and may vary depending on your location and any external circumstances.

What should I do if I have not yet received my order?

Due to the enormous interest in our products, your product may arrive a little later than expected. We hope for your understanding. If this period has expired and you have still not received anything, please send an email to info@serenique.com. We will then find out for you what is going on with your package.

I want to exchange/return my order, how do I do this?

To make a return, simply contact our customer service at info@serenique.com. Please include your name, order number (e.g. MR-0000) that you received in the confirmation email and the reason for the return. We will then provide you with the return address and confirm the return. After that is done, you can send the product to us via the courier of your choice.

What are the costs of returns?

Unfortunately, returns to us are at your own expense. The costs will therefore depend on the courier. Consult the website of the relevant courier you want to ship with for more information about prices.

What are the conditions for returning my product(s)?

There is always a return period of 14 days. The return period starts on the day you receive the item. However, there are conditions for returns.

You can only return the item if:

• The return period has not yet expired;
  - The product is in the original packaging and all labels are still attached;
  - The product has not yet been used.

What if I have not received a confirmation email for my order?

That is not the intention, send an email with your full name and email address to info@serenique.com. We will help you quickly.

How long does it take before I get my money back?

We usually process refunds within 5 working days of receipt and inspection of your return.

Which products cannot be returned?

- Products tailor-made or personalized.
- Hygienic products of which the seal has been broken.
- Quickly perishable products

Can I track my package?

Yes, after shipment you will receive a tracking link by email.