FAQ
Ordering
How do I place an order?
Choose your size and colour on the product page, add the piece to your cart and complete the checkout. You receive an order confirmation by email as soon as your order has been placed. If the confirmation does not arrive, please check your spam folder or contact us.
Do I need a customer account?
No. You can order as a guest. A customer account is optional and lets you view your past orders and check out faster next time.
Can I change or cancel my order?
Yes, as long as your order has not yet been handed to the carrier. Email info@serendre.com with your order number as soon as possible. Once the parcel is with the carrier, your 30-day right to cancel applies instead.
Delivery
How much does delivery cost?
Delivery is free on every order within the United Kingdom. There is no minimum order value, and every parcel is sent insured and with tracking.
Where do you deliver?
We deliver to addresses within the United Kingdom.
How long does delivery take?
Orders placed by 2:00 PM GMT/BST (UK time), Monday to Friday, enter processing the same business day. Processing takes 1-2 business days (Monday to Friday) and delivery a further 5-8 business days (Monday to Friday, excluding public holidays), so you can expect your order within 6-10 business days in total.
Will I have to pay customs duties?
No. As we deliver within the United Kingdom, no customs duties or import charges are added to your order.
How do I track my order?
When your parcel is handed to the carrier, you receive a dispatch confirmation email with your personal tracking link. If you cannot find it, check your spam folder. You can also follow your parcel on our order tracking page with your order number and email address or with your tracking number.
Returns, exchanges and refunds
How do returns work?
You have 30 days from delivery to cancel your purchase. Register your return by email to info@serendre.com with your order number. You receive the return address together with our confirmation. Please do not send anything back before registering your return.
Who pays for the return?
For a return because you changed your mind, you pay the direct cost of sending the item back. For faulty or incorrectly delivered items, we cover the return costs. For exchanges, the delivery of the replacement is free.
Can I exchange an item?
Yes. If a size or colour does not work, register the exchange by email within 30 days of delivery. We reserve and dispatch the replacement as soon as your exchange is registered, and the delivery of the replacement is free. For the return of the original item, the normal return costs apply. If your size or colour is no longer available, we tell you straight away and refund you instead.
When do I get my refund?
Once your return has arrived and been checked, we refund you within 5 business days to your original payment method. Depending on your payment provider, it can take a few additional days until the amount appears on your statement.
What if my item is faulty or wrong?
Contact us at info@serendre.com with your order number and a photo of the item. We cover the return costs and arrange a replacement or a full refund, whichever you prefer.
Products and sizing
Which sizes are available?
Each product page lists the exact sizes available for that piece.
How do I choose between two sizes?
Email info@serendre.com with the product and the two sizes you are considering, and we will help you decide. If the size you receive does not fit, you can exchange it within 30 days of delivery, and the replacement is delivered free.
Do the colours look exactly like the photos?
We photograph and describe every piece as accurately as possible. Colours can still look slightly different on screen, because every display shows colours differently. The exact colours available are listed on each product page.
Payment
Which payment methods can I use?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. The availability of Apple Pay, Google Pay and Shop Pay depends on your device and browser. The full amount is charged when you place your order. Details: Terms of service (section 5).
Are there any extra fees?
No. All prices are in British pounds (GBP) and include all applicable taxes. Delivery within the UK is free, and we do not add payment fees.
Contact
How can I reach you?
By email at info@serendre.com, by phone on +49 176 64148260 or via our contact form. Our support hours are Monday to Friday, 9:00 AM to 3:00 PM GMT/BST (UK time), for both email and phone.
Who is behind Serendre?
Serendre is an independent online shop run by Ronny Slotosch, sole trader, Jügesheimer Weg 32, 63500 Seligenstadt, Germany. Full details: Legal notice.
Contact
Business name: Ronny Slotosch (trading as Serendre), sole trader
Business address: Jügesheimer Weg 32, 63500 Seligenstadt, Germany
Email: info@serendre.com
Phone: +49 176 64148260
Support: Monday to Friday, 9:00 AM to 3:00 PM GMT/BST (UK time), by email and phone
