FAQ
Find answers to the most frequently asked questions. Don’t see your question? Then visit our contact page
Payment
We accept various types of payments, including Visa, Mastercard, Maestro, American Express. See the full list in our Payment Policy.
Yes, your payment information is encrypted and secured using industry-standard encryption. More information is available in our Payment Policy.
If your payment fails, your order will be automatically canceled. Read more in our Payment Policy.
If your card is approved, the amount will be reserved immediately. Please refer to our payment policy for more information.
No, you cannot change the payment method once the order has been processed.
Shipping
Orders usually arrive within 4-13 business days, depending on the location. You can find more information in our Shipping Policy.
Yes, we offer free shipping for orders within the Netherlands, Belgium, Czech Republic, Denmark, Greece, Italy, Norway, Spain, United Kingdom, United States, Australia, Japan, and South Korea. Read more in our Shipping Policy.
Once your order is shipped, you will receive a tracking number via email. You can track your package through the links on our 'track your order' page.
Contact us as soon as possible contact to change your address, but we cannot guarantee changes after processing. More information can be found in our Shipping Policy.
If the package is undeliverable, return and shipping costs may apply. Read more in our Shipping Policy.
Privacy
We collect browsing data, IP addresses, and other information to improve the user experience. Please see our Privacy Policy for more information.
Cookies are used to improve the functionality of the site and the user experience. Read more in our Privacy Policy.
Yes, you can manage cookies through your browser settings. Please see our Privacy Policy for more information.
Some data is shared with third parties, such as Google Analytics. For more information, please read our Privacy Policy.
You have the right to access, modify, or delete your data. Read more in our Privacy Policy.
Terms and Conditions
Defective products can be returned or exchanged. Read more in our Terms of Service.
Yes, once your order is confirmed, the prices are fixed. Read more in our Terms and Conditions.
Disputes can be filed within 7 days and resolved within 30 days. Read more in our Terms and Conditions.
Always contact our customer service at info@serein-official.com before opening a dispute.
Return policy
You have 30 days to return a product. More information can be found in our Return Policy.
The customer pays for the return shipping unless the product is defective. Please refer to our return policy for more information.
Refunds are processed within 7 business days after receiving the product. Read more in our Return Policy.
The items must be unused and in their original packaging. See our return policy for more information.
We cover return shipping for defective products. See the full procedure in our Return Policy.
Is your question not listed?
Don't hesitate to contact us. We're happy to help!
