DELIVERY & RETURNS

DELIVERY

We deliver to the following countries:

  • UK (including Guernsey, Jersey, and Northern Ireland)

  • EU (Austria, Belgium, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Portugal, Slovakia, Slovenia, and Spain). Please note that for orders shipped to the EU, we are currently not covering duties and taxes. Each country has different rules regarding customs and import duties.

  • UNITED STATES – For orders shipped to the United States, we are currently not covering duties and taxes. Each state has different rules regarding customs and import duties. Orders below $800 are not subject to taxes or duties. We recommend checking the import duties before making a purchase at:


Import Calculator

Serena's preferred carriers, such as UPS and DHL, will handle the payment of taxes due before or after delivery, depending on the item being sent. For any purchases above $800, you may be asked to provide your IRS number or a Tax ID.


We are continually expanding the list of countries we ship to, so please contact us if your country is not listed: contact@serena.no.

Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum. Please note that our delivery time starts from the moment an order is accepted and includes a 48-hour period during which your items will be processed and dispatched by our warehouse. We will endeavor to get your products to you as soon as possible.

FOR THE REST OF THE WORLD

We will use DHL, UPS, or FedEx for all our deliveries. Once your order has left our warehouse, we will send you an email containing your unique tracking number. If you are a registered customer, you can also follow your delivery by signing into your account and selecting "My Account," followed by "Order Status."

SHIPPING RATES

UK €50
EU €40
US €50

RETURNS

Please read our return policy carefully. You have 14 days to return the product to us, unworn, unused, and in pristine condition. All returns should be sent back to us in the original packaging provided, with any tags attached.

Please note that shipping charges will not be refunded, only the items within the order. To ensure your return is covered by our returns policy and does not encounter a delay, items must be returned using the original packaging provided and include the Returns Form, which is printed at the back of the delivery note.

For EU, US, UK; ROW returns, please make sure that you request a Returns Commercial Invoice from our contact@serena.no team and follow the steps below:

  • Print the returns label

  • Put the label onto the box

  • Hand the ‘Commercial Invoice' to the courier

Take your parcel to one of the conveniently located UPS Access Points and make sure to get a receipt or proof of postage. If you do not have access to a convenient UPS Access Point, please email us at contact@serena.no, and we will arrange alternative return shipping options for you.

PLEASE NOTE THE FOLLOWING SPECIFIC REQUIREMENTS FOR EACH OF OUR PRODUCT CATEGORIES

Bags & Accessories: All packaging, such as authenticity cards, dust bags, and leather tags, should be included with your return. Please handle light-colored bags and accessories carefully if you are still deciding whether you will keep the item. Please note that dark items of clothing can transfer dye to light-colored bags.