Frequently Asked Questions
How long does delivery take?
Delivery to the United States is estimated at 10–12 business days from order confirmation, including order processing.
Business days exclude Saturdays, Sundays, and public holidays. Delivery may take longer during holidays, major promotions, severe weather, or carrier disruptions.
Is shipping free?
Yes. We provide free tracked shipping within the United States.
Orders are shipped DDP (Delivered Duty Paid), so applicable customs duties and import taxes are included. Customers should not normally be required to pay additional import charges upon delivery.
How can I track my order?
Once your order ships, you will receive a confirmation email containing your tracking number and carrier information, when available.
Tracking may take 24–72 hours to display its first update.
Can my order arrive in multiple packages?
Yes. Products within the same order may be prepared or shipped from different fulfillment locations.
You may receive multiple packages, tracking numbers, or deliveries on different dates. You will not be charged any undisclosed additional shipping fees.
Can I modify or cancel my order?
Contact us as soon as possible at contact@chezserena.fr and include your order number.
We will do our best to accommodate your request, but changes or cancellations cannot be guaranteed after the order has entered processing or has shipped.
Can I return a product?
Yes. You may request a return within 30 days of receiving your order, subject to the conditions stated in our Refund Policy.
The product must meet the return eligibility requirements described in that policy.
Who pays for return shipping?
For a return caused by a change of mind, return shipping costs are generally the customer’s responsibility.
If the product is defective, damaged, incorrect, or not as described, Chez Serena will cover the necessary return or replacement costs in accordance with our Refund Policy.
What should I do if my product arrives damaged?
Contact contact@chezserena.fr promptly and include your order number.
When possible, include photographs of the product, its packaging, and the shipping label so we can review the issue quickly.
What should I do if my package is missing?
Frequently Asked Questions
What are the delivery times?
Estimated delivery time within the United States is 10–12 business days from order confirmation, including order processing.
Business days exclude Saturdays, Sundays, and public holidays. Delivery times are estimates and may be affected by holidays, severe weather, carrier disruptions, or periods of high demand.
How can I track my order?
Once your order ships, you will receive a confirmation email containing the available tracking information.
Tracking may take 24–72 hours to display its first update.
Do I have to pay customs duties or import taxes?
No. United States orders are shipped DDP (Delivered Duty Paid). Applicable customs duties and import taxes are included, so you should not normally be required to pay additional import charges upon delivery.
Can my order arrive in multiple packages?
Yes. Products may be shipped separately and arrive on different dates.
You may receive multiple packages and tracking numbers, but no undisclosed additional shipping charge will be added.
Can I modify or cancel my order?
Contact us as soon as possible at contact@chezserena.fr and include your order number.
We will try to accommodate your request if the order has not entered processing or shipped. Changes and cancellations cannot be guaranteed after processing has begun.
Can I return a product?
Yes. Chez Serena offers a 30-day return policy beginning on the date you receive your order.
Contact us before returning a product. If your return is accepted, we will provide the applicable instructions and return address.
Who pays for return shipping?
For a change-of-mind return, return shipping costs are generally the customer’s responsibility.
Chez Serena covers the necessary return or replacement costs when a product arrives damaged, defective, incorrect, incomplete, or materially different from its description.
Is there a restocking fee?
No. Chez Serena does not charge a restocking fee for eligible returns.
What should I do if my product arrives damaged or incorrect?
Contact contact@chezserena.fr promptly and include your order number, a description of the problem, and, when possible, photographs of the product, packaging, and shipping label.
We will review the issue and provide an appropriate solution.
What payment methods do you accept?
Available payment methods are displayed at checkout and may include major credit or debit cards, Shop Pay, PayPal, Apple Pay, and Google Pay, depending on your device and eligibility.
Is payment secure?
Yes. Payments are processed through the secure payment providers available in Shopify Checkout. Chez Serena does not store customers’ complete payment card details.
How do I contact Chez Serena?
Email us at:
Our customer service team generally responds within 24–48 business hours, Monday through Friday. Please include your order number when contacting us about an existing order.