What are the delivery times?
Preparing your order usually takes 1 to 3 business days. Delivery within mainland France then takes approximately 4 to 10 business days.
The total usual lead time is therefore 5 to 13 business days.
How can I track my order?
When your order is shipped, you will receive an email containing your tracking number.
It may take between 24 and 72 hours for the first information to appear.
Can my order arrive in multiple packages?
Yes. When your order contains several products, they may be shipped separately and arrive on different dates.
You will not pay any unannounced extra charges for these separate shipments.
Can I modify or cancel my order?
Contact us quickly at contact@chezserena.fr.
We will do our best to modify or cancel the order, but this can no longer be guaranteed once it has already been prepared or shipped.
Can I return a product?
Yes. You have 30 days after receipt to request a return.
The first 14 days correspond to your legal right of withdrawal. From the 15th to the 30th day, returns are voluntarily offered by Chez Serena in accordance with our return policy.
Who pays for return shipping?
For a simple change of mind, return shipping costs are generally the responsibility of the customer.
If the product is defective, damaged, incorrect, or non-conforming, the necessary costs are covered by Chez Serena.
What should I do if my product arrives damaged?
Contact us quickly at contact@chezserena.fr indicating your order number.
If possible, include photographs of the product, the package, and the shipping label.
What payment methods do you accept?
The available payment methods are displayed during checkout. They may include bank cards, Shop Pay, Apple Pay, Google Pay, and PayPal.
Is payment secure?
Yes. Payments are processed by the secure providers offered in the Shopify checkout. Chez Serena does not store customers' full banking details.
How do I contact Chez Serena?
You can write to us at:
contact@chezserena.fr
We generally respond within 24 to 48 business hours, Monday to Friday.