Shipping policy

Shipping Policy / FAQ

Refund Policy

Can I get a refund?
Due to the nature of our products, we generally do not offer refunds. All SereniD's products are cosmetic and skincare items and cannot be returned or resold once opened for safety and hygiene reasons.
If your order is lost by the shipping carrier, we will either send you a replacement package or issue a full refund.
To be eligible for a refund on a delivered order, the package must be returned in its original condition. All products must be fully sealed, unopened, and unused. Once we receive and inspect the returned items, your refund will be processed.
For hygiene and safety reasons, orders containing opened, unsealed, or used products are not eligible for a refund.

My package is missing what do I do?
If your package is marked as delivered but you did not receive it, please email us at serenidsboujiecosmetics@gmail.com. Once we confirm the issue with the shipping carrier, we’ll send a replacement package.

Shipping Policy

When will my order ship?
Please allow 1-2 business days for your order to be processed before shipping.

How long will it take to get my order?
All packages are shipped via DHL Express to ensure fast and reliable delivery.
Germany: 1–2 business days.
International: 7–14 business days.
Please note that delivery times are estimates and may vary due to customs processing or other unforeseen delays.

Do you offer international shipping?
We offer worldwide shipping on all orders.
All packages are shipped via DHL Express to ensure fast and reliable delivery.
Germany: 1–2 business days.
International: 7–14 business days.
Please note that delivery times are estimates and may vary due to customs processing or other unforeseen delays.

Orders, Tracking & Confirmation Policy

I didn’t receive a confirmation email or text.
Please double check your contact info at checkout. Your order confirmation and tracking will be sent via email or text using the details you provide.

I made a mistake in my order. Can I change it?
If you need to make changes, email serenidsboujiecosmetics@gmail.com within 1 hour of placing your order. We'll do our best to help, but we can't guarantee edits once your order is being processed.

How can I track my order?
Once your order ships, you'll receive a tracking number to monitor delivery status.

Important: It is your responsibility to enter your shipping address, phone number, and name correctly. We are not responsible for delays or losses due to incorrect information.