Shipping policy

Shipping Information

PROCESSING TIME

  • All orders will be processed in 7-10 Business Days(excluding weekends), and shipping will proceed within 7-12 days once processed. You will receive a notification with all tracking information of your order once it has been shipped.
  • Ensure all shipping information, such as street address, apartment number, suite number, and phone number, is complete. If any shipping information is missing, such as a contact number, we will be unable to process your order, and someone from our shipping department will contact you to obtain the necessary details.

SHIPPING TIMES

  • Estimated Delivery Time can range from 14-22 Business Dayswith DHL International Express Shipping Service.
  • By accepting our Terms & Conditions upon placing your order, you agree that Serene Sanctuary LTD is not liable for any delay in delivery.

SHIPPING FEES

  • All shipping prices vary with shipping carrier estimates.

US + CAN + AU

  • Orders under $500 – Starts at $30 & updepending on weight.

CARIBBEAN & EU

  • Orders under $500 – Starts at $30 & updepending on weight.

HONG KONG SAR CHINA

  • Orders under $500 – Starts at $30 & updepending on weight.

INDONESIA

  • Orders under $500 – Starts at $30 & updepending on weight.

REST OF THE WORLD

  • Orders under $500 – Starts at $30 & updepending on weight.

Note: ALL SALE ORDERS WILL INCLUDE SHIPPING COSTS. NO FREE SHIPPING WITH ANY SALES ORDERS.

DUTIES

  • Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this applies to both retail & wholesale customers).
  • Unfortunately, we have no control over these charges and cannot predict their cost, as customs policies and import duties vary widely from country to country.
  • For more information on taxes, duties, and customs regulations, please contact your local customs office directly.

DELIVERY PROCESS

  • Once your order has been dispatched from our warehouse, you will receive an email with tracking details, allowing you to track your order every step of the way. You can also check the status of your order by logging into your account.
  • Orders will be delivered between 8 AM – 6 PM, Monday to Friday. Please ensure that someone is available at your delivery address to provide a signature upon delivery. If no authorized person is available to sign for your delivery, the driver will leave a card, and the delivery will be returned to the nearest collection center for you to collect.
  • Ensure your delivery details are accurate as we are unable to re-direct deliveries once your order has been dispatched. Original shipping charges are non-refundable, and a re-delivery fee will apply.

LOST GOODS

If your order is lost in transit or has not arrived by the estimated delivery date, we're here to help. Please, try the following steps:

  • Check your tracking link via your confirmation email to view the up-to-date tracking. This is available for all carriers and some international carriers.
  • Verify the delivery information provided on your order to confirm it is correct.
  • Look for any notifications via text message, email, or attempted delivery cards from your carrier. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
  • Check with any authorized person if they have received the parcel on your behalf.
  • Inspect any safe areas where the courier may have left your parcel (e.g., behind bins, in a shed, garage, or porch).

If you have completed these steps and are still unable to locate your parcel, please contact our Customer Care Team with your order number. We will reply within 24 hours and do our best to locate your parcel immediately. If it cannot be found, you will need to file a claim with your carrier, providing proof. Please note that we are not responsible for lost items that have a signature of delivery; we cannot replace or refund such orders.

DAMAGED GOODS

If your order arrives damaged in transit, please contact our Customer Care Team within 5 business days of receiving your order so that we may assist you.

QUESTIONS ABOUT SHIPPING

If you have any questions related to shipping or your delivery, please contact us.

Contact Information:

  • Trade Name:Serene Sanctuary LTD
  • Phone Number:+44 7548450418
  • Email:HardyEdana74341@outlook.com
  • Physical Address:28 St Denys Road, PREDANNACK WOLLAS TR12 6RZ, United Kingdom