General questions
1. How can I track my order?
Once your order has been shipped, you will receive an email with tracking information and a link to track your package.
2. What is your return policy?
We offer a 14-day return policy. Items must be returned in their original condition and packaging. For more information, please visit our Returns page. on the right of withdrawal.
3. Can I cancel my order?
While we will accommodate order cancellation requests within 12 hours of purchase, we emphasize that approval cannot be guaranteed. Our logistics team processes orders quickly and efficiently, prioritizing them in the order they are received. Therefore, it may be difficult to intercept and cancel an order once it has entered our processing system.
4. How long does shipping take?
We process orders as soon as they're received in the system, usually within one or two days, if not immediately. Once processed, the average delivery time is 4 to 14 business days. Please note that we do not process/ship orders on weekends and some holidays.
5. What should I do if my item is damaged or defective?
- If you receive a damaged or defective item, please contact our customer service at info@serenosole.de and send us a photo or a short video showing the defect so that we can help you immediately.
6. How can I change my order after I have placed it?
If you need to make changes to your order, please contact our customer service as soon as possible at info@serenosole.deWe can help you if your order has not yet been processed.
7. Can I change my delivery address after placing an order?
You may be able to change your shipping address if your order hasn't been processed yet. Please contact us immediately for assistance.
8. What if my order hasn't arrived?
If your order hasn't arrived within the expected timeframe, please check the tracking link for updates. If you're still experiencing issues, please contact customer service at info@serenosole.de.
Specific FAQs
1. Where do we ship our items from?
We have multiple warehouses in the US, China, and Europe. When you place an order, the warehouse from which the item will be shipped depends on the availability of the item to ensure efficient processing and timely delivery of your orders. Rest assured, we maintain the same quality and service standards regardless of the warehouse.
2. Can my free umbrella be a different color?
The free umbrella (+1) will be delivered in the same color as your order, and unfortunately, we cannot make any changes to this. I apologize for any inconvenience this may cause.
3. What are the dimensions of the umbrella?
The umbrella is 15 cm long and 6 cm wide when closed, has a diameter of 105 cm when open, and weighs 180 grams.
4. Wie setze ich die Geschenkbox zusammen?
Can't find what you're looking for?
Send us an email to let us know what's going on, and a customer service representative will get back to you as soon as possible. Please be sure to include your order number (if you have one).
Please send us an email to info@serenosole.de