Frequently Asked Questions
What are Serena signature bags?
It’s Deg, Liten and Middels. We also have a tote bag - Tote, which is ideal for everyday life and travelling.
Where are Serena Bags are made?
Serena bags are handcrafted in a unique tannery region in Spain, where the whole town relies on industrial operations of the tanneries that are all connected by one water plant re-circulating water through the process. The tannery has been pioneering in circular environmental approach since 2016.
Can I personalise my Serena bag?
Yes. Order your signature Serena bag in your own color with your initials. The delivery will be 15 weeks with 50% upfront payment and 50% before the shipment.
Which countries does Serena ship to?
We do shipping worldwide.
Does Serena do free shipping?
Yes. In Norway. Additional charges apply to international shipments. Please kindly check Delivery and Returns.
Are there any Serena World stores available?
Yes, in Norway the location of the store is Frognerveien 13, 0263 , Oslo, while in Dubai it’s Etoile La Boutique.
Do I have to pay duty or import charges?
It depends on a country to where you placed your order. For example, to any country in Europe, United States you need to cover duties and taxes according to applicable law. Please kindly check Delivery and Returns for more info.
What company delivers?
Usually we send our Serena items with DHL. Please kindly check Delivery and Returns for more info.
Where can I track my order?
You can track your order on the couriers website. Once the order is paid on Serena website, we will send you a tracking number. For any questions please contact contact@serena.no.
Delivery term?
Depends on a country. For UK and USA it’s usually 7 business days, for Europe - 4 business days. Please kindly check Delivery and Returns for more info.
What are the payment options available?
You can pay by debit or credit card. Please kindly check Delivery and Returns.
Can return my purchase?
Yes, you can return your purchase within 14 days from a receipt date.
How do I return or exchange my Serena product?
You must return the purchased product via UPS Access Point using the prepaid return label included in your order within 14 days of telling us you wish to return or exchange the order. Before sending through UPS, please contact us contact@serena.no so we confirm the return.
Can I return a Serena item purchased online in Serena store?
You must return the purchased product via UPS Access Point using the prepaid return label included in your order within 14 days of telling us you wish to return or exchange the order. Before sending through UPS, please contact us contact@serena.no so we confirm the return.
Do I have to pay for return shipping?
No, if you return your order with UPS or alternative shipping option confirmed by Serena. Please contact contact@serena.no for inquiry and avoid any misunderstanding.
When I will receive my refund for my returned order?
Usually the refund is made within 30 calendar days after Serena received a return order from you and confirmed the return. Delays may occur due to bank and/or technical issues for which Serena is not liable.
Looking after your Serena bag?
With each bag we provide an antibacterial cotton cloth to reduce dust and polish your Serena bag. If you need SPA or bag repair please Contact us.
