Shipping & Delivery Policy
Last Updated: 25 October 2026
Shipping & Delivery
At Sereno, we strive to deliver your order as quickly and efficiently as possible.
Processing Times
Orders are typically processed within 1-3 business days after payment has been successfully received.
Please note that processing times may be longer during peak periods, holidays, or promotional events.
Delivery Times
Estimated delivery times are as follows:
United Kingdom
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Standard Delivery: 4-15 business days
Please note that delivery times are estimates and may vary depending on location, courier delays, customs processing, weather conditions, and other factors outside our control.
Order Tracking
Where available, tracking information will be provided once your order has been dispatched.
You will receive a confirmation email containing tracking details so you can monitor the progress of your delivery.
Shipping Costs
Shipping costs are calculated at checkout and will be displayed before you complete your purchase.
Any applicable shipping charges will be clearly shown during the checkout process.
Delayed Deliveries
While we make every effort to ensure timely delivery, occasional delays may occur due to circumstances beyond our control.
If your order has not arrived within the estimated delivery timeframe, please contact us and we will investigate the matter with the relevant shipping provider.
Incorrect Address Information
Customers are responsible for ensuring that all shipping information provided at checkout is accurate and complete.
Sereno cannot be held responsible for orders delayed, lost, or undeliverable due to incorrect or incomplete address details supplied by the customer.
Lost or Missing Orders
If you believe your order has been lost in transit, please contact us within 30 days of the expected delivery date.
We will work with the courier and our fulfilment partners to locate your package and reach a satisfactory resolution.
Damaged Deliveries
If your order arrives damaged, please contact us within 7 days of delivery.
To help us resolve the issue promptly, please provide:
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Your order number
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A description of the damage
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Clear photographs of the item and packaging
We will review the information and offer an appropriate solution, which may include a replacement or refund.
International Shipping
At this time, Sereno primarily serves customers within the United Kingdom. If international shipping becomes available, delivery times and costs will vary by destination.
Thank you for shopping with Sereno. We are committed to processing and delivering your orders as quickly as possible.
Return & Refunds Policy
Last Updated: 25 October 2026
Returns & Refunds
At Sereno, we want you to be completely satisfied with your purchase. If you're not entirely happy with your order, we're here to help.
30-Day Return Period
You have 30 days from the date of delivery to request a return.
To be eligible for a return, the item must:
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Be unused and in its original condition
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Be returned in its original packaging where possible
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Include all accessories and components received with the product
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Not show signs of damage caused by misuse or improper handling
How to Request a Return
To initiate a return, please contact us here
Please include:
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Your order number
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Your name
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The reason for your return
Our team will review your request and provide return instructions.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to the original payment method used for the purchase.
Please allow:
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Up to 5 business days for us to inspect the returned item
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Up to 10 business days for your bank or payment provider to process the refund
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
To help us resolve the issue quickly, please provide:
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Your order number
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A description of the issue
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Clear photographs of the product and packaging
We will work with you to arrange a replacement, refund, or suitable resolution.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns for:
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Personal-use products that have been opened or used
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Items damaged through misuse
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Products returned without prior approval
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Clearance or final-sale items (where stated)
Return Shipping Costs
If you are returning an item because you changed your mind, you will be responsible for the return shipping costs.
If the item is faulty, damaged, or sent in error, Sereno will cover any reasonable return shipping costs or provide an alternative solution.
Order Cancellations
Orders may be cancelled before they have been processed and dispatched.
Once an order has been shipped, it must be handled through our standard returns procedure.