Shipping policy
Everything about shipping costs, the delivery area, processing and delivery times, the order cut-off, tracking and what happens if a parcel is delayed, lost or damaged. This policy applies to every order placed in the Serendre online shop. Last updated: 24 September 2026.
1. Shipping costs
Shipping is free of charge: GBP 0.00 on every order within the United Kingdom. There is no minimum order value, and no shipping surcharges or handling fees are added at checkout. Every parcel is sent insured and with tracking at no extra cost.
2. Delivery area
We deliver to addresses within the United Kingdom. All delivery times and promises in this policy refer to UK delivery addresses. As we deliver within the United Kingdom, no customs duties or import charges are added to your order.
3. Processing time
Your order is processed and handed to the carrier within 1-2 business days. Business days for processing are Monday to Friday, excluding public holidays. Orders are not processed on Saturdays, Sundays or public holidays.
4. Order cut-off
Orders placed by 2:00 PM GMT/BST (UK time) on a business day (Monday to Friday) enter processing on the same business day. Orders placed after 2:00 PM GMT/BST (UK time), or on a Saturday, Sunday or public holiday, enter processing on the next business day.
5. Dispatch confirmation and tracking
As soon as your parcel has been handed to the carrier, you receive a dispatch confirmation by email to the address given with your order. This email contains your personal tracking link, which lets you follow your parcel online. If the email does not arrive, please check your spam or promotions folder first. If you still cannot find it, email us at info@serendre.com with your order number and we will send you the tracking link directly. You can also follow your parcel on our order tracking page with your order number and email address or with your tracking number.
6. Delivery time (transit time)
Once your parcel is with the carrier, delivery takes 5-8 business days (Monday to Friday, excluding public holidays). Delivery is made to the delivery address you entered at checkout.
7. Total delivery time
Processing time (1-2 business days) plus transit time (5-8 business days) gives a total delivery time of 6-10 business days from your order to delivery.
Example: an order placed on a Monday before 2:00 PM GMT/BST (UK time) typically arrives between Tuesday of the following week and Monday of the week after that.
8. Delays
Delivery times are estimates. In exceptional cases, for example during severe weather, carrier disruptions or around public holidays, delivery can take longer. Tracking can also pause for a day or two while a parcel moves between carrier hubs; this usually does not mean anything is wrong. If your order takes noticeably longer than 10 business days in total, contact us at info@serendre.com. We will check the shipment status with the carrier straight away and work on a solution with you.
9. Lost or damaged parcels
Every parcel is insured.
Parcel lost: if the tracking shows no progress over a longer period, or if the carrier confirms your parcel as lost, contact us at info@serendre.com with your order number. We open an investigation with the carrier and make sure you receive either a replacement or a full refund. You do not have to deal with the carrier yourself.
Parcel damaged: if your parcel arrives visibly damaged, please take photos of the packaging and the affected item and keep the packaging. Report the damage to info@serendre.com with your order number. We will arrange a replacement or a full refund, whichever you prefer. Your statutory rights remain unaffected.
10. Delivery address and undeliverable parcels
Please make sure your delivery address is complete and correct. If you notice an error after ordering, contact us immediately at info@serendre.com. As long as the parcel has not been handed to the carrier, we can correct the address. After handover, a change is usually no longer possible. If a parcel comes back to us because the address was incorrect or incomplete, or because it was not collected, we will contact you to agree on the next steps. Reshipping may incur costs if we are not responsible for the failed delivery.
11. Questions about shipping
For questions about shipping, delivery or tracking, email us at info@serendre.com or call +49 176 64148260, Monday to Friday, 9:00 AM to 3:00 PM GMT/BST (UK time). Please include your order number.
Related policies
Refund policy · Track your order · Terms of service · Privacy policy · 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
