FAQ's

You can cancel your order within 2 hours. Please let us know within 2 hours of placing your order by emailing us using our contact form or hello@serene-jewellery.com. Once your order has been sent out, your order cannot be changed or cancelled; please double check before placing your order. IMPORTANT: Please do not reply to one of our automated emails you have previously received. You will not get a response.

You can change your order within 2 hours of placing your order. Please cancel your order by replying to your confirmation email, or alternatively, email us on our contact page or hello@serene-jewellery.com

However, this will not guarantee the changes in your order as our warehouse staff can often process and ship parcels as quickly as 3 hours. If your order has not shipped yet then we will process the change and you will get an email update. If you cannot cancel the order anymore but your order has not shipped yet, please contact us through hello@serene-jewellery.com

Please contact us immediately to change your details. If your item has already been shipped we cannot change or re-route your product and you will not be eligible for a refund. It is the responsibility of the customer to ensure all details are correct before purchase. We take no responsibility for orders placed at the wrong address.

You cannot change your address or any order details once it’s shipped.

Please check your spam/junk folder. Emails may take a couple of minutes to arrive. You might have accidentally entered a typo in your email or used an invalid email. Please email us your Full name, Post code and another email so we can find your order and re-send you your confirmation.

Please bear in mind that orders usually take between 5-15 working days to arrive. If it hasnt come by then, please email us and we will find out what has happened to your order.

Please contact us for a replacement for the missing item.

Please let us know your order number, the missing item, and please also attach photographic evidence of the packaging so that we can determine if contents have been stolen by a 3rd party or if we had missed an item from your order. We will also check the weight of the parcel against the weight of the items. We will usually replace your item unless we find that it is our mistake then you have the option to be refunded the item instead.

If your item is damaged upon arrival, please contact us immediately to get a replacement. Please try to contact us within 2 days of receiving the parcel.

We will sort out any issues regarding damaged / faulty right away. As soon as you find the product is damaged, please contact us with your order number, the faulty item, photo evidence. If you are contacting about a damaged item within the 30 day time frame or after 30 days please see our refund and return policy.

Contact us about a damaged / faulty item

If you wish to get in contact with us regarding a faulty item, please do so through our Contact Form to ensure your query is handled.