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Delivery

Where is my order shipped from?

Depending on your location, we will ship from one of our warehouses located in Europe or the United States. On rare occasions, we might ship orders from a different location based on inventory, public holidays, or other unforeseen event.

How does it normally take for you to ship out an order after it placed?

We are fulfilling all of the orders within 48h with DHL EXPRESS & UPS


Delivery time-frames are as follows:


USA: 1-2 working days


United Kingdom: 1-2 working days


Rest of Europe: 2-3 working days


Rest of World: 2-3 working days

Will my parcel be charged customs and import charges?

In most cases, any customs or import duties are charged once the parcel reaches its destination country. 

Will I be charged handling fees or taxes?

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).


How will I be charged for customs and import charges?

SERNES has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country.


It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Can I track the delivery of my order?

Yes, you can follow its journey to you. You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

What should I do if my order hasn't been delivered yet?

1. Check the delivery date

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. 


2. Track the order online

You'll be able to follow your order if it's been sent with a trackable service. To check this, all you need to do is log into My Account and go to My orders. If there is a Track order button, just click the link and you'll be able to follow your parcel. If the status shows Shipped, your order has been sent with your local postal service and isn't trackable.


Your tracking link will be able to provide up to date information on the status of your order.


3. Contact us

If your estimated delivery date has passed and you haven't received your order, contact our Customer Care Team who can help you further.

Shipping & Delivery frames

EXPRESS DELIVERY FRAMES:

We are fulfilling all of the orders within 48h with DHL EXPRESS & UPS


Delivery time-frames are as follows:


USA: 1-2 working days


United Kingdom: 1-2 working days


Rest of Europe: 2-3 working days


Rest of World: 2-3 working days


*Please note we cannot take responsibility for items delayed by holidays.


CUSTOMS DUTIES AND TAXES INTERNATIONAL ORDERS

We will do our best to avoid and reduce the customs duties and taxes payable on all International orders. However, in the event that an international shipment attracts custom duties and taxes, the customer is required to pay all the Customs, Duties and Taxes on the order.

Payment

Are my details safe when ordering online with SERNES?

It's safer than it's ever been to place an order with SERNES.


We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.


We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.


This technology includes the following features:

Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.

Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.

Data Integrity - this checks the data being transferred to ensure it has not been altered.

Can you tell me about your online security policy?

Our customers' security is really important to us and we're committed to ensuring we keep our customers safe. In order to do this, we perform security checks on some orders.


If we're unable to validate your order, we may get in touch to ask for a little more information from you.


In the unlikely event of unauthorized use of your card or payment method, you must report the transaction to your payment provider. We also recommend that you contact us – just get in touch with our Customer Care Team.

When will I be charged for my order?

The time at which you'll be charged for your order will depend on the payment method you selected at checkout.


If your card is authorized, payment will be taken immediately and you will receive an email confirming that your order has been successful. 


If your card is not authorized, payment will not be taken, and we'll email to let you know your bank or card issuer wouldn't authorize the payment.


Please remember that even if a payment isn't authorized, it may look like SERNES has still taken the money as some card issuers may still reserve the money, for a short period of time.

My payment was declined, what should I do?

1. Place your order again

If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined.


2. Make the relevant checks

To help ensure your order is not declined when placing a new order we suggest checking the following:


Check the card details on your SERNES account to make sure the information is correct, e.g. the expiry date or your billing address.

Make sure you enter the security code correctly - that's the three digit number on the back of your card.

Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.

If you've checked all of the above, try paying with another card.

3. Contact us

If you've tried all these and are still having problems, contact our Customer Care Team with as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can.

How do I place an order?

Placing an order couldn't be easier, simply follow these steps.


1. Click Add to cart to place the item you want to buy in your bag.  


2. Once you have finished shopping, click on the bag icon to view the items in your bag and to pay. This will appear on the top right hand side of the screen for desktop. If you're happy with the items in your bag, click Checkout.


3. Log into your account or if you're a new customer, enter your details. If you have a promo code , you'll need to enter this into the "discount code" tab. You will then be taken to the Confirm and Pay page.


4. Review and confirm the items in your order.


6. Confirm your delivery address and delivery method.


7. Confirm your payment method and Place Order.


An email confirmation will be sent to your registered email address to let you know your order details. It's worth checking SERNES is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.



How can I pay for my order?

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

Please see below the payment methods we accept:

mceclip0.pngafterpay

 
We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

What Is Afterpay?

Afterpay logo
 
Shop now. Enjoy now. Pay later!
Love the way you pay.

Hiw icon split cost

SPLIT YOUR PURCHASE INTO 4 EQUAL INSTALLMENTS

Pay for your purchase over 4 equal installments, due every two weeks. You’ll pay your first installment at the time of purchase, and the remainder over time.

 

Hiw icon on time

PAY NOTHING EXTRA WHEN YOU PAY ON TIME

Afterpay is always zero interest, and there are never additional fees when you pay on time. The only fees are for late payments. We'll email your payment schedule and send notifications so there are no surprises. 

Hiw icon instant approval

ENJOY INSTANT APPROVAL DECISION AND SHIPMENT

You’ll know you’ve been approved within seconds. Orders ship as they would with any other form of payment, as quickly as you choose. Delay the pay, not your gratification.

 

*Only available in USA, Australia, New Zealand and United Kingdom for now.

 

AfterPay Website;
https://www.afterpay.com

Order Issues

I've received an incorrect item in my order, what do I do?

We're sorry there's an incorrect item in your order.


If you've received something you haven't ordered, please send it back to us and we'll refund you as soon as it arrives back at our warehouse.


Fill in the section on the back of your delivery slip to say the item is incorrect and put it inside your parcel when you send it back. Do ask for proof of postage - we may need to see this at a later date.

I'm missing an item from my order, what do I do?

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
  • If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may be have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.

If an item is missing, please get in touch with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

I've received a faulty item, what should I do?

We want to sort out any issues with faulty items straightaway.

Please note, all received items must be checked within 48 hours from delivery and any claim for faulty items must be done within this time of period.

As soon as you discover a fault, please contact our Customer Care Team with the following information:

  • The order number
  • The faulty item's name and number
  • A description of the fault

Returns & Refunds

I've received an incorrect item in my order, what do I do?

All full priced items must be returned within 14 days of receiving the item. Please note sale items are final and are non-returnable so please choose carefully.


Please note, we do only offer store credits. However our store credits never expire and so there's never any rush to put the amount towards something you don't love.


Returned items are processed within 2-3 working days from us receiving your item/s. Once we receive your return, you will then be emailed with your store credit.


We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.


Original condition

All returned items should be sent in their original condition and packaging where possible, including tags 


Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

My refund is incorrect, what should I do?

We're really sorry if we've made a mistake with your refund!

If this is the case, please get in touch with our Customer Care Team and we'll try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded:

  • The delivery charge, which is only refunded for cancelled orders under the Distance Selling Regulations or if the goods are faulty.

Do you refund delivery charges if I return something?

Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect.

Can I return an item for an exchange instead of a refund?

Due to the popularity of our range we cannot guarantee that we will have a different size in stock to exchange. For this reason any returns will automatically be issued as a Store Credit that will allow you to choose a different item or the same item, provided it is available.


Please also note that if you have earned Free Shipping - The shipping amount will decreased from your store credit.

Have you received my returned items?

Once your return has been received by our warehouse, we'll email you to let you know your refund has been issued. Please note, we do only offer store credits. However our store credits never expire and so there's never any rush to put the amount towards something you don't love.


Returned items are processed within 2-3 working days from us receiving your item/s. Once we receive your return, you will then be emailed with your store credit.


If you're yet to receive your return confirmation email, please follow the below steps:


1. Allow for your returns timeframe to pass 

Please allow the timeframe shown above to receive your return confirmation email


2. Contact us

In the unlikely event that you haven't received an email after the timeframe shown above, please contact our Customer Care Team, and we'll get back to you as soon as possible.


Make sure you let us know your original order number, which items you have returned, when this was returned to us and any delivery reference numbers (i.e. from a collection service or courier) when you contact us.

How Can I Return My Order

Product & Stock

How can I search for items on the website?

Do you know what it is you are looking for? If so type it into the search box at the top of every page and click on the magnifying glass.


Or, to browse through what's available, select a category from the top menu.


 Found what you want? Add it to your shopping bag and when you're done shopping, follow the instructions on screen to complete your order.

Where can I find your size recommendation guide?

We never want to send you something that doesn't fit properly so we have size guides available on all of our product pages to help you find the perfect fit, first time!


Where is your size recommendation guide displayed?

Just click on the Size Recommendation tab on each product page - everything to make sure it fits perfectly and stays looking great.


My Account

My Account

My Account

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