What can we help with ?
My Order
Can I change the address on my order?
If you wish to change the shipping address of your order and have not received notification of shipping, please send an email to support@serenevibe.com and we will try our best to update your order. If you have received notification that your item has been shipped, we are unable to amend the order and would recommend contacting the courier with your Tracking ID number to rectify the matter.
Can I cancel or amend my order?
We always endeavour to dispatch your order as soon as possible so cancelation requests are not usually accepted. If you wish to cancel or amend your order and have not received notification that your order has been dispatched, please send an email with the subject line ‘CANCEL ORDER’ and your order number to support@serenevibe.com and we will try our best to accommodate your request. Take care to confirm your order selection before proceeding to payment.
I have not received my order confirmation.
If you have not received an order confirmation via email or text message, please email support@serenevibe.com with the following details and a member of our team will be happy to assist you.
1. Order number (if you have this)
2. Shipping name
3. Shipping address
4. Contact number
Does my item come with a warranty?
Should you have an issue with your item you are protected by our 90-day Moneyback Guarantee, see details HERE.
SERENE VIBE PRODUCTS
When can I purchase more items from your store?
We have been hard at work this lockdown and have a lot of exciting things to share with you guys in 2021! If you are as excited as we are you can keep up to date with new products, competitions and more via our social media platforms or by signing up to our email newsletter.
SHIPPING & RETURNS
Where is order shipped from?
We have warehouses in both the UK and US which ship to their respective residents.
Is there a minimum spend to qualify for free shipping?
We offer free standard shipping on all orders with no minimum spend price! For express shipping prices please refer to the delivery times and prices section.
Delivery- times & prices.
We aim to get your item delivered to your door as soon as possible, however during peak periods and subject to ever changing global Covid-19 restrictions, we may be moving a little slow, please bear with us.
Please allow 3-5 business days for your item to be processed before shipping.
| UK | US | Global | |
|---|---|---|---|
| Standard Shipping | 10-12 business days FREE SHIPPING |
12-15 business days FREE SHIPPING |
15-21 businessdays FREE SHIPPING |
| Express Shipping | 1-2 business days £3.99 |
2-4 business days $4.99 |
N/A |
How do I track my order?
After your order has been shipped, you will receive a tracking ID number which allows you to monitor the movement of the package once it is with the courier.
Please allow 3 business days from being notified of shipment for your tracking ID to be updated by the courier. If you still haven’t received Tracking ID, send an email to support@serenevibe.com with your order number and a member of our team will look into the matter for you.
I have received order confirmation but no shipping updates.
Please email support@serenevibe.com with the following details and a member of our team will be happy to assist you.
1. Order number
2. Name on order
3. Shipping Address
4. Contact number
I have received my Tracking ID number but it shows invalid.
It may take up to 3 business days for the courier to update the Tracking ID number from the date of dispatch. If after 3 business days the Tracking ID number remains inactive please contact us at support@serenevibe.com and a member of our team will look into the matter for you.
My Tracking ID has shown no movement for a few days.
If the Tracking ID shows no movement of your package, your item will most likely be in transit between courier checkpoints. If you still see no movement after a period of 7 working days for UK and US orders, or 14 working days for international orders, please send an email to support@serenevibe.com.
I’m unsatisfied with my item.
We are so sorry to hear you don’t love your item, click HERE to see if you are eligible for our 90-day Moneyback Guarantee. If you fit the criteria for our 90 day Guarantee, send an email to support@serenevibe.com and a member of our team will review your case.
My item is defective.
Please email support@serenevibe.com with the subject line ‘DEFECTIVE ITEM’, your order number and photo/video evidence of the defective item and our team will review your case. Please note that cases reported after the 90-day period will not be eligible for review.
How do I return my item?
If you are not satisfied with your order and wish to make a return please contact support@serenevibe.com and a member of our team will be happy to assist you with this request. Please note we only accept returns if the packaging is unopened and return shipping costs are covered by the customer.
If your item is defective, and you are eligible for the Moneyback Guarantee (see HERE for criteria). Please attach the requested photo and/or video evidence to your email so our team can review your case.
BILLING AND PAYMENT
What payment methods do you accept?
We accept payments via all major credit/debit card companies, PayPal and Clearpay(UK) / Afterpay(US).
How long will it take to receive my refund?
Refunds to credit/debit cards may take up to 10 business days to reimburse into your account depending who you bank with.
Refunds to PayPal are processed immediately, you will receive notification from PayPal with confirmation.
Refunds via Clearpay/Afterpay are processed immediately to the Afterpay/Clearpay account but can take 10 business days to reflect with your bank.
GENERAL QUESTIONS
I have a discount code but forgot to add it to my order.
If your discount code is eligible for redemption but you forgot to add it to your order, we will be happy to adjust the price for you. Please send an email to support@serenevibe.com with your valid discount code and order number. Please note we will not consider requests submitted after 48 hours from the time of purchase or without a valid and in date discount code.
My discount code is not working.
Discount codes from influencers are usually valid for a limited time, and may not be valid alongside other promotions. If your code is not working please refer to the promotions terms and conditions. If you are still unsure why your code is not working please send an email to support@serenevibe.com and our team will be happy to assist you.