Shipping Policy

PROCESSING TIME

All orders are processed within 1-3 business days from the time order is received. If you are ordering during a promotion, please note there may be delays due to high order volume. Orders are processed Monday-Friday, excluding major holidays. All Next Day Air orders must be submitted be by 11am EST to be dispatched same day. If you need your order processed quickly, you must select an expedited shipping option at checkout.

Estimated delivery times are provided at checkout and are calculated in business days (not including weekends or holidays) from the date your order is shipped. We'll send an email with detailed carrier and tracking information when your order ships so that you know when to expect it to arrive.

DOMESTIC SHIPPING

Delivery options are determined by your shipping address; we use FedEx and UPS to provide the best service as determined by our system.  All available shipping options and exact costs will be presented at checkout after providing the delivery address for your order.

INTERNATIONAL SHIPPING

All orders shipped outside of the United States are shipped via UPS, FedEx, USPS, or DHL dependent on customer chosen method.

All international orders are subject to additional shipping charges based on the end country's taxes, tariffs and duties. These fees are not associated with Serena Loves and are to be paid by the recipient upon delivery.

POSSIBLE DELAYS

When the parcel reaches the destination country, it may be subject to customs delays due to standard clearance procedures of the receiving country. This is beyond the control of Serena Loves and any original shipping time estimates. 

REFUSED SHIPMENTS

If you refuse a shipment from Serena Loves, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to us.

GIFTS

If the order is a gift, the cost of the item will still be included on the customs form. To prevent penalty by law we are required by customs authorities to declare the value of all parcels.

Returns and Exchanges

You can make a return or exchange of unopened product(s) in its original condition within 30 days of receiving your order.  Unfortunately, we cannot accept returns after this point. Gift cards are non-refundable. 

To start your return please email us at support@serenapoon.com with your order number and reason for return.

WHERE TO SEND MY RETURN OR EXCHANGE?

Once confirmed, please ship your product back to the below address and include your order number and/or receipt of purchase.

Serena Loves

703 Pier Ave Ste B270

Hermosa Beach, California 90254

Please note shipping a return is at your own cost and we are unable to refund your original order’s shipping cost.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.