General Questions
1. How can I track my order?
As soon as your order has been shipped, you will receive an e-mail with tracking information and a link that you can use to track your package.
2. What is your return policy?
We offer a 14-day money-back guarantee. Items must be returned in their original condition and packaging. For more information, please visit our right of withdrawal page.
3. Can I cancel my order?
While we will honor requests to cancel orders within 12 hours of purchase, we want to emphasize that approval cannot be guaranteed. Our logistics team processes orders quickly and efficiently, prioritizing them in the order in which they are received. Therefore, it may be difficult to intercept and cancel an order once it has entered our processing system.
4. How long does shipping take?
We process orders as they come into the system, usually within a day or two, if not immediately. Once processed, the average delivery time is 4-14 business days. Please note that we do not process/ship orders on weekends and some holidays.
5. What should I do if my item is damaged or defective?
- Wenn Sie einen beschΓ€digten oder defekten Artikel erhalten, wenden Sie sich bitte an unseren Kundendienst unterΒ info@serenosole.comΒ und senden Sie uns ein Foto oder ein kurzes Video, das den Defekt zeigt, damit wir Ihnen sofort helfen kΓΆnnen.
6. How can I change my order after I have placed it?
If you need to make changes to your order, please contact our customer service team at info@serenosole.com as soon as possible. We can help if the order has not yet been processed.
7. Can I change my delivery address after an order has been placed?
You may be able to change your delivery address if your order has not yet been processed. Please contact us immediately for assistance.
8. What if my order hasn't arrived?
If your order has not arrived within the expected timeframe, please check the tracking link for updates. If there are still issues, please contact customer service at info@serenosole.com
Specific FAQs
1. Where do we ship our items from?
We have multiple warehouses in the United States, China, and Europe. When you place an order, the warehouse from which the item is shipped depends on the availability of the item in order to ensure efficient processing and timely delivery of your orders. Rest assured that we maintain the same quality and service standards regardless of the warehouse.
2. Can my free umbrella be a different color?
The free umbrella (+1) will be delivered in the same color as your order, and unfortunately we cannot make any changes to it. I apologize for any inconvenience this may cause.
3. What are the dimensions of the umbrella?
The umbrella is 15 cm long and 6 cm wide when closed, has a diameter of 105 cm when open, and weighs 180 grams.
4. How do I put the gift box together?
Can't find what you're looking for?
Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).
Please email us at info@serenosole.com
Other inquiries? Let's chat.
Please email us at info@serenosole.com