Shipping policy

Shipping Policy

At Serene Moods, we are dedicated to delivering your order as quickly and safely as possible. Below you’ll find details regarding processing times, shipping methods, costs, and policies around cancellations, delays, and lost parcels.

1. Processing Time

We strive to process all orders promptly.

  • Orders are typically processed within 1–2 business days (Monday–Friday, excluding public holidays).

  • During peak periods or promotions, processing may take slightly longer.

  • We will notify you by email if there are any unexpected delays with your order.

2. Cancellation Policy

  • Once an order has been placed, we are unable to accommodate cancellations or modifications.

  • If you wish to cancel, please accept delivery when the order arrives and request a refund through our support team.

  • Once the order is returned to us, you will receive a full refund.

3. Shipping Timeframes

Domestic (US & Canada)

  • Standard Shipping: 5–8 business days

  • Priority Processing: Skip the line and have your order processed first for an additional $3.95 (delivery time remains 5–8 business days, but processing is prioritised).

Europe

  • 5–8 business days

Australia

  • 5–8 business days

Rest of the World

  • 7–12 business days

Please note: Delivery times are estimates provided by our shipping partners and may vary depending on your location, customs processing, and other factors beyond our control.

4. Shipping Costs

  • US & Canada: Free standard shipping (option to pay $3.95 for priority processing).

  • International: Shipping cost calculated at checkout based on location and weight.

5. Upon Receipt of Your Order

We strongly advise you to:

  1. Inspect your package immediately upon delivery.

  2. If you find the parcel damaged or incomplete:

    • Accept delivery or sign the delivery receipt as “Damaged”.

    • Contact our customer service team on the same day of delivery at support@serenemoods.com.

6. Lost or Missing Orders

  • All orders include tracking information. Please allow 3–4 business days for tracking details to update once your order ships.

  • If your order has not arrived within the expected timeframe, please contact us and we will investigate.

  • If the carrier confirms the order was lost in transit, we will issue a full refund or send a replacement (subject to product availability).

7. Additional Notes

  • We are not responsible for delivery delays caused by incorrect or incomplete shipping addresses.

  • International customers are responsible for any customs fees, duties, or taxes imposed by their local government.

  • If an order is returned to us due to non-delivery (e.g. incorrect address, refusal of delivery), we will issue a refund for the product cost only (shipping fees are non-refundable).

Contact Us

If you have questions about your order or shipping, please email us at:
support@serenemoods.com