Shipping Policy
Covid-19 Update
We are shipping orders as normal. Please Allow 1-2 days extra if your order is not delivered in the given time frame.
All Orders will be delivered using the service as detailed here at the time of ordering. Serena Cosmetics has the right to fluctuate any prices in proportion with its costs for shipping.
Standard Delivery UK
We use My Hermes to safely deliver your parcel. Delivery dates and times are provided by My Hermes from the time we confirm dispatch of your order.
Please also be reminded that whilst we make every effort to ensure a timely dispatch, we rely on third party services like Royal Mail to complete the shipping process. Thus, delivery times are an estimate only and can be subject to delays or changes.
Processing
All orders received will be processed next working day. Current situation 2-3 Working days. Tracking codes will be generated and sent via email.
During processing we will also look for any issues related to stock availability. If an item is out of stock – we will notify you as soon as possible via email; this also may cause a delay in the shipping time frame specified above.
We do not dispatch orders on the weekends and Bank Holidays.
All orders are Dispatched with Tracking by My Hermes and you will receive tracking information via Email.
Shipping Costs
Shipping Costs are automatically calculated at checkout and depends on the Order Weight & Size of the parcel.
United Kingdom
As standard 2-4 Working day delivery with Delivery Confirmation for All Orders. We offer faster delivery options, which can be selected at checkout.
2+ Days Delivery
Starts from £3.99 to £6.99
Depends on Parcel Weight & Size
2-4 Working Days after Dispatch
Return Policy
Cancellation
If you have placed an order and received a shipping confirmation; you have until 12 noon the next day (your dispatch day) to request a cancellation before you are charged for shipping fees (if paid). If your cancellation is received after 12noon on the dispatch day – your parcel will have entered the delivery network and it may be too late to retrieve the parcel and you will be charged for the cost of shipping (if paid).
Cancellations which are not due to a defect or discrepancy are only accepted if the Customer complies with the following cancellation procedure and then follows the Returns Procedure outlined below in returns.
Within 14 days after receipt of the goods, you must contact us in writing via the contact us form on the website and, following which, they must be returned to us within 14 days of you telling us that you have changed your mind. The goods must be ‘new’ and unused, in original undamaged packaging. It is your responsibility to take reasonable care of the products until their return to us. We will consider that you have not taken reasonable care if the goods have been used in a way or extent, exceeding what a customer would similarly examine the goods in a retail shop prior to purchase and will be entitled to deduct an amount reflecting any such reduction in value due to your use. Any refund will be made within 14 days of receipt of the Customer’s returned products.
If the products have already been posted to you (or on your behalf to any other person), you (or the other person) must return the products to us at the time of cancellation and we will credit your credit or debit card with the price of the products within 14 days beginning with the day on which notice of cancellation was given. In case of any refund, the amount can only be refunded back to the same credit/debit card that was used to make the purchase.
To return an Item, Simply Contact Us using the Contact Form on our website and we will Provide Return Information and Process.
We will examine the returned product and will notify you of and process your refund within a reasonable period of time and, in any case, within 14 days of the day we confirm to you that you were entitled to a refund for the defective product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for u and the cost incurred by you in returning the item to us.
In cases where the rejection is due to an incorrect order from the Customer or to dissatisfaction (where we are not at fault), the Customer is entitled to a partial refund (full refund of the goods less any postage costs), unless the order is cancelled before Dispatch as outlined above in “Cancellation”, in which case a full refund will be given. However, the Customer will be responsible for the cost of returning the item to us. Goods must be returned to us before the partial refund can be issued.
For products returned to us by courier due to incorrect delivery address supplied by the customer or there is failure to collect the parcel, we will issue a refund for the cost of products only. In these cases, unfortunately we will not pay any costs incurred for re-shipping an order. Any costs for re-shipping will have to be paid for by the customer.