Shipping policy
Shipping Policy
Important Information
- Order Cut-Off Time: 14:00 GMT
- Processing Time: 1–2 days (Monday to Saturday)
- Package Transit Time: 4–6 days (Monday to Saturday)
- Total Delivery Time: 5-8 business days
- Shipping Costs: Free delivery within the United Kingdom, United States, The Netherlands & France
Shipping Process
After placing your order, you'll receive a confirmation email indicating that processing has started. Processing takes 1–2 days (Monday to Saturday). Once your order is dispatched, you'll receive an email with tracking information so you can follow the status of your shipment. Estimated delivery time is 4–6 days (Monday to Saturday) and total delivery time is 5-8 business days.
Possible Delays
While we aim for timely delivery, delays may occur due to various reasons. If your order is delayed, please allow an additional 3 business days. If you still haven't received your order after this period, contact us at support@serenza-living.com so we can investigate.
Larger and oversized items: Certain larger or bulkier products are shipped via a specialised freight service to make sure they reach you safely and with the lowest possible risk of damage in transit. Because of this dedicated handling, delivery of these items may take longer than the standard shipping times stated above. If this applies to your order, the additional transit time is normal and is not a sign that anything is wrong with your delivery. If you have any questions about the status of a larger item, feel free to reach out at support@serenza-living.com and we'll be happy to help.
Cancellations
If you wish to cancel an order, please contact us at support@serenza-living.com before the parcel has been dispatched. Once dispatched, cancellations are not possible.
Damaged or Incorrect Items
If you receive an item that is damaged or incorrect, please get in touch with us promptly at support@serenza-living.com, including clear photos of the issue. Once verified, we will arrange a suitable replacement or send the correct item at no additional cost.
Contact Us
Have any questions or concerns? Contact us using any of the methods listed below.
Email: support@serenza-living.com
Phone Number: +31 6 20116100
Contact Form: Open Contact Form
Customer Service Hours:
Monday to Saturday: 09:00-17:00 GMT