Terms of service

Last updated: September 23, 2026

ARTICLE 1 — SELLER IDENTIFICATION

This website, https://chezserena.fr, is operated under the trade name "Chez Serena"

Referred to below as "Chez Serena" or "the Seller."

ARTICLE 2 — SCOPE

These Terms of Service ("Terms") govern the sale of products offered on https://chezserena.fr to customers ordering for delivery to the United States. By placing an order, you confirm that you have read and accepted these Terms.

ARTICLE 3 — PRODUCTS

Product descriptions, photographs and information are presented as accurately as possible. Colors and appearance may vary slightly depending on your screen. Offers are subject to available stock. If a product becomes unavailable after you order, we will notify you and offer a refund or an equivalent replacement, where available.

ARTICLE 4 — PRICES

Prices for orders shipped to the United States are shown in US dollars (USD) at checkout. The price shown at the time you complete your order is the price that applies. Shipping charges, if any, are shown separately before payment. Chez Serena may change prices at any time; price changes do not affect orders already confirmed.

United States orders are shipped DDP (Delivered Duty Paid). Applicable customs duties and import taxes are included, so customers should not be required to pay additional import charges upon delivery.

ARTICLE 5 — ORDERS

You are responsible for providing accurate and complete information, including your name, address and delivery details. Chez Serena is not responsible for delivery delays or failures resulting from incorrect or incomplete information you provide. After placing an order, you will receive a confirmation email. Chez Serena reserves the right to refuse or cancel an order in cases of suspected fraud, payment issues, an obvious pricing error, or incorrect information. If an order is cancelled after payment, any amount paid will be refunded.

ARTICLE 6 — PAYMENT

We accept payment by credit/debit card, PayPal, Apple Pay and Google Pay. We do not offer cash on delivery. Payments are processed through secure payment providers available on our Shopify checkout. We do not store your complete payment card details. An order is considered final once payment is confirmed. If payment is declined, the order cannot be confirmed.

ARTICLE 7 — SHIPPING AREA

Chez Serena currently ships orders to the United States and France, unless otherwise indicated on the site. Availability is confirmed when you enter your delivery address at checkout.

ARTICLE 8 — PROCESSING, SHIPPING AND DELIVERY

Estimated delivery time for orders shipped to the United States is 10–12 business days from order confirmation, inclusive of order processing. Shipping is free and tracked for orders delivered to the United States. This timeframe may be extended during high-demand periods, holidays, or due to circumstances beyond Chez Serena's reasonable control. If your order contains multiple items, they may ship separately, and you may receive multiple tracking numbers at no additional cost beyond what was disclosed at checkout. A shipping confirmation email with tracking information is sent once your order ships; tracking information may take 24–72 hours to update.

ARTICLE 9 — LATE OR MISSING DELIVERY

If your order has not arrived within the estimated delivery window, please contact us at contact@chezserena.fr with your order number. We will investigate with the carrier or logistics partner. If delivery is significantly delayed, you may request that we complete delivery within a reasonable additional period; if delivery still does not occur, you may request cancellation and a refund of amounts paid.

ARTICLE 10 — TRANSFER OF RISK

Risk of loss or damage to a product transfers to you once you, or a person you designate (other than the carrier), takes physical possession of the product.

ARTICLE 11 — DAMAGED, DEFECTIVE, INCORRECT OR MISSING ITEMS

If your package arrives damaged, an item is missing, or you receive the wrong or a defective product, contact us at contact@chezserena.fr as soon as possible with your order number and a description of the issue; we may ask for photos or a short video. Chez Serena will provide an appropriate solution, which may include a replacement or a refund. When a physical return would not be reasonable, Chez Serena may resolve the issue without requiring you to send the product back. Chez Serena covers the costs of any return it does request in these cases.

ARTICLE 12 — ORDER CHANGES AND CANCELLATION

To request a change or cancellation, contact us promptly at contact@chezserena.fr with your order number. We will do our best to accommodate the request if the order has not yet been prepared or shipped. Once an order has shipped, changes or cancellation may no longer be possible; you retain your rights under our Refund Policy.

ARTICLE 13 — 30-DAY RETURN POLICY

Chez Serena offers a 30-day return policy from the date of delivery, subject to the eligibility conditions and process described in our Refund Policy. Please contact contact@chezserena.fr before returning any item.

ARTICLE 14 — PRODUCT WARRANTY

Products sold by Chez Serena are covered by any warranty protections required by applicable law in your state of residence. Nothing in these Terms limits any warranty right that cannot be excluded under applicable law.

ARTICLE 15 — LIABILITY

Chez Serena is responsible for properly fulfilling its obligations under these Terms. Chez Serena is not responsible for damage resulting from: misuse of the product; use contrary to the instructions provided; unauthorized modification or repair; normal wear and tear; force majeure; or incorrect delivery information provided by the customer. Nothing in these Terms limits any liability that cannot be excluded under applicable law.

ARTICLE 16 — PRODUCT SAFETY AND USE

Please read and follow all instructions, warnings and safety information included with your product. Products must be used only as intended. Children should use relevant products only under adult supervision. Stop using a product that shows damage or malfunction and contact us.

ARTICLE 17 — INTELLECTUAL PROPERTY

All text, photographs, illustrations, graphics, logos, trademarks and other content on this site are protected by applicable intellectual property rights. Reproduction, distribution or use without prior written authorization is prohibited.

ARTICLE 18 — PERSONAL DATA

Personal data you provide is processed in accordance with our Privacy Policy. You may exercise your rights by contacting contact@chezserena.fr.

ARTICLE 19 — FORCE MAJEURE

Chez Serena is not liable for delay or non-performance resulting from circumstances reasonably beyond its control, including natural disasters, fires, major transport disruptions, administrative restrictions, epidemics, or events affecting carriers. We will inform you as soon as reasonably possible and take reasonable steps to limit the impact.

ARTICLE 20 — COMPLAINTS AND DISPUTE RESOLUTION

For any complaint or dispute, please contact us first at contact@chezserena.fr, including your order number. We aim to respond within 24–48 business hours, Monday to Friday, and will work directly with you to find a solution.

ARTICLE 21 — GOVERNING LAW

These Terms are governed by Italian law. This choice does not deprive you, as a consumer, of the protection afforded by any mandatory provisions of the law of your country or state of residence that would otherwise apply.

ARTICLE 22 — SEVERABILITY

If any provision of these Terms is found invalid or unenforceable, the remaining provisions remain in effect.

ARTICLE 23 — CHANGES TO THESE TERMS

Chez Serena may update these Terms to reflect legal, technical or business changes. The Terms that apply to your order are those in effect at the time you complete your purchase.

ARTICLE 24 — CONTACT

Chez Serena
Email: contact@chezserena.fr