Shipping policy

Effective Date: September 30, 2026

At SERENZA, we are committed to delivering your orders efficiently and transparently. Below are the terms governing our shipping and dispatch operations.

1. Order Processing Timelines

All orders undergo internal fulfillment processing prior to carrier hand-off:

Priority Processing Orders: Processed and dispatched to the courier queue within 1 hour of order validation.
Standard Processing Orders: Processed and dispatched within 24 hours of order validation.

2. Delivery Times and Rates

Once processed, packages are handed over to our postal and express logistics partners.

Estimated Delivery Time: 3 to 7 business days (Monday through Friday, excluding public holidays).
Shipping Rates: Shipping costs are calculated and clearly displayed at checkout before order finalization based on destination and processing tier.

3. Order Tracking

Upon dispatch from our facility, an automated shipping confirmation email containing a direct carrier tracking number and portal link will be sent to the email address provided during checkout. Tracking information generally updates within 24 to 48 hours after courier intake.

4. Shipping Address & Delivery Responsibilities

Customers are responsible for providing complete, precise, and accurate shipping details at checkout (including building numbers, entrance codes, phone numbers, and recipient names).
SERENZA is not responsible for non-delivery or shipment delays resulting from incorrect or missing address information.
If a package is returned to our warehouse due to an address error or failure to collect from a local pick-up point within courier time limits, re-shipping fees may be charged.

5. Customs, Taxes, and Import Duties

For deliveries outside the European Union, shipments may be subject to local import duties, customs taxes, or administrative clearing fees imposed by destination authorities. These fees are the sole responsibility of the customer.

6. Lost, Delayed, or Damaged Parcels

Delays: While standard transit takes 3 to 7 business days, unforeseen events (customs checks, adverse weather, strike actions) may cause minor delays.
Damaged Packages: If a parcel arrives visibly damaged, please document the package with photos prior to opening and contact us within 48 hours at contact@serenza-uk.store.
Lost Packages: If tracking shows no movement for more than 7 business days past the estimated delivery window, contact us so we can open an investigation with the shipping carrier.