Shipping Policy

Last updated: September 23, 2026

At Chez Serena, we do our best to prepare, ship, and deliver every order on time. This Shipping Policy explains where we ship, estimated delivery times, tracking, and what happens in the event of a delay, loss, or damaged delivery.

1. Shipping Area

We currently ship exclusively to addresses within the United States. Available delivery options are confirmed after the customer enters a valid shipping address at checkout.

2. Estimated Delivery Time

The estimated delivery time for orders shipped within the United States is:

10–12 business days from order confirmation, including order processing.

Business days exclude Saturdays, Sundays, and public holidays. Orders placed during weekends or public holidays are generally processed on the next business day.

Delivery may take longer during holidays, major promotions, severe weather, carrier disruptions, or other circumstances outside our reasonable control.

Unless a guaranteed delivery date is expressly stated at checkout, delivery dates are estimates and are not guaranteed.

3. Shipping Costs

Shipping within the United States is free and tracked.

Any applicable charge will be displayed before payment. No undisclosed shipping fee will be added after checkout.

4. Customs, Duties, and Import Taxes

Orders shipped to the United States are sent DDP (Delivered Duty Paid). Applicable customs duties and import taxes are included in the purchase and shipping arrangements.

Customers should not be required to pay additional import duties or taxes upon delivery.

If a carrier mistakenly requests an import payment, please contact us before paying whenever possible.

5. Shipping Confirmation and Tracking

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number and carrier information, when available.

Tracking information may take 24–72 hours to display its first update.

For tracking assistance, contact contact@chezserena.fr and include your order number.

6. Multiple Packages

An order containing multiple products may be prepared or shipped from different fulfillment locations.

You may receive multiple packages, tracking numbers, or deliveries on different dates. No additional undisclosed shipping charge will be applied because an order is divided into multiple packages.

7. Shipping Address

Please check your shipping information carefully before completing your order, including:

• Full name

• Street address

• Apartment or unit number, when applicable

• City

• State

• ZIP code

• Country

• Telephone number, if requested at checkout

An incorrect or incomplete address may result in a delay, failed delivery, or returned package.

To report an address error, contact contact@chezserena.fr as soon as possible. We will try to update the address before shipment, but changes cannot be guaranteed after an order has entered processing or has been transferred to the carrier.

8. Returned or Unclaimed Packages

If a package is returned because of an incorrect or incomplete address, a missed delivery, or failure to collect it within the carrier’s collection period, we will contact you to determine the next steps.

We may offer reshipment. Reasonable reshipping costs may apply when the return resulted from incorrect information supplied by the customer or failure to collect the package.

No additional shipping cost will apply when the return was caused by Chez Serena, our fulfillment partner, or the carrier.

9. Order Changes and Cancellations

To request an order change or cancellation, contact contact@chezserena.fr as soon as possible and include your order number.

We will do our best to accommodate your request. However, we cannot guarantee changes or cancellations after an order has entered processing, been transferred to our fulfillment center, or shipped.

10. Delayed Deliveries

If your order has not arrived by the end of the estimated delivery window, contact contact@chezserena.fr with your order number.

We will investigate the shipment with the carrier or fulfillment partner and keep you informed.

11. Lost Packages

Chez Serena remains your point of contact if the carrier fails to deliver your package.

A package will be considered lost only after the carrier or logistics partner confirms the loss or after its investigation has been completed.

When a package is confirmed as lost, we will offer either a free replacement shipment or a refund, subject to product availability.

12. Tracking Shows “Delivered,” but the Package Is Missing

If tracking shows that your package was delivered but you cannot locate it, please check:

• Your mailbox

• Building reception or common areas

• Other members of your household

• Neighbors

• Any safe location or collection point identified by the carrier

If the package remains missing, contact contact@chezserena.fr promptly. Include your order number, complete delivery address, tracking number, and any relevant details.

We will open an investigation with the carrier.

13. Damaged Deliveries

Please inspect your package and product after delivery.

If the package or product arrives damaged, contact contact@chezserena.fr promptly and provide, when possible:

• Your order number

• A description of the damage

• Photographs of the product

• Photographs of the package and shipping label

We will review the issue and provide the appropriate solution.

14. Contact

For questions concerning shipping, tracking, delays, missing packages, incomplete deliveries, incorrect addresses, or damaged products, contact:

contact@chezserena.fr

Please include your order number so that we can assist you more quickly.

15. Changes to This Policy

Chez Serena may update this Shipping Policy to reflect changes to its delivery areas, carriers, estimated delivery times, shipping costs, or logistics arrangements.

The version applicable to an order is the version published when that order was placed.