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.