Can I change my shipping address after placing an order?
Please contact us as soon as possible if you notice an error in your shipping address. Once an order has entered processing or has been handed to the carrier, we may not be able to update the delivery address.
How can I track my order?
Once an item ships, you’ll receive a shipping confirmation email with available tracking information. Orders sent in multiple packages may have separate tracking numbers. Please allow up to 48 hours for carrier tracking information to update.
You can explore Serenett by product type, healing intention, daily moment, or space. Each product page includes information about its materials, intended use, features, and care where available. You can also explore Serenett Picks if you’re unsure where to begin.
How do I place an order?
Browse our products, select your preferred item and quantity, then click “Add to Cart.” Proceed to checkout, enter your shipping details, and complete payment securely.
Payments
Is my payment information secure?
Yes. Payments are encrypted and processed through secure payment providers. Serenett does not store your complete payment card details.
What payment methods do you accept?
We accept major credit cards and any additional secure payment methods displayed at checkout. Available payment options may vary depending on your location and device.
Shipping
What should I do if my tracking says delivered, but I can’t find my package?
If tracking shows that your package was delivered but you cannot locate it, check around the delivery location and with household members, neighbors, building management, reception, or mailroom staff. Some carriers may mark a package as delivered shortly before final delivery, so please allow up to two additional business days.
We currently recommend returning the original item and placing a new order for the item you prefer. Because Serenett works with multiple brands and fulfillment partners, this helps avoid availability and fulfillment issues.
Please review our Return Policy before starting your return.
Do items from different brands need to be returned separately?
They may. Products from different brands can have different return destinations and may require separate labels or packages. Wait for the return instructions provided for each item, and do not combine items into one return package unless specifically instructed to do so.
For complete instructions, please review our Return Policy.
How do I start a return?
Sign in to your Serenett customer account using the email address associated with your order. Open your order, select Return items, provide the requested information, and submit your request.
What should I do if my item arrives damaged, defective, or incorrect?
Please contact Serenett Customer Care as soon as possible. Include your order number, a brief description of the issue, clear photographs of the item, and photographs of the packaging and shipping label where relevant.
Do not return the item before receiving instructions from us.
Which items cannot be returned?
Items marked Final Sale, gift cards, personalized products, and opened or used skincare, body care, fragrance, oils, tea, incense, candles, or other consumable products may not be returned. Products with broken safety seals, damage after delivery, or missing original packaging or components may also be ineligible.
Brand-specific restrictions may apply; please review our Return Policy.
Account
Do I need an account to place an order?
No. You can complete checkout as a guest. Creating or accessing your customer account makes it easier to review orders, track shipments, and submit return requests.
How do I sign in to my Serenett customer account?
Visit your Serenett Customer Account and enter the email address associated with your order. A six-digit verification code will be sent to your email. No password is required.
