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Frequently Asked Questions
- Orders are usually processed within 3ā5 business days (order verification, quality check, packing, and dispatch).
- U.S. delivery typically takes 3ā8 business days, excluding weekends and public holidays.
- Please note: Processing and shipping times are separate, and the total delivery time is the sum of both.
- Orders can be cancelled only before processing begins.
- Once processing or shipping has started, cancellations are no longer possible. You may request a return/refund instead.
- Please note: A Shopify Payments transaction fee (2.9% + $0.30) will be deducted from cancelled orders.
- You may request a return within 30 days of receiving your order.
- Products must be unused, unopened, and in their original packaging.
- For returns due to change of mind, return shipping costs and transaction fees will be deducted from your refund.
- If your item is defective, damaged, or incorrectly sent, we will issue a full refund at no extra cost.
- For hygiene reasons, opened or used skincare products are not returnable.
- However, if a product is defective or causes a significant adverse skin reaction, we will make an exception.
- We may request supporting evidence (photos, order details, or a doctorās note) to review your claim and ensure a fair resolution.
- Our customer support team is available 24/7 to assist you.
- Email: serenityskin.team@gmail.com
- ā Phone: (947) 227-6611
- We aim to respond to all inquiries within 24 hours.