Shipping & Return Policy
Serene
Last updated: August 2026
Shipping Policy
Processing Time
All orders are processed within 1-2 business days, Monday through Friday, excluding weekends and public holidays. Orders placed after business hours are processed on the next business day.
Delivery Time
Once your order ships, delivery takes 7-10 business days to addresses in the continental United States. Delivery times are estimates and not guarantees. They may be affected by weather, carrier delays, your location, seasonal peaks and customs processing.
Shipping Destinations
We currently ship to residential and commercial addresses within the continental United States. We do not ship to P.O. boxes, APO/FPO addresses or international destinations at this time.
Shipping Costs
Shipping fees are calculated at checkout based on order weight and destination ZIP code. Standard shipping takes 7-10 business days. Express options may be available for selected orders at an additional cost.
Tracking
As soon as your order ships you will receive a shipping confirmation email containing a tracking number so you can follow your package until delivery.
Damaged Packages
Standard shipments include carrier transit insurance. If your package arrives damaged, contact us immediately with photos of the package and the product so we can resolve it.
Return Policy
Return Window
You have 30 days from the date of purchase to request a return. Products must be unopened, unused, in their original packaging and accompanied by proof of purchase.
Non-Returnable Items
- Opened or used products
- Clearance and final sale items
- Items showing signs of wear or damage caused by the customer
For health and hygiene reasons, opened beauty and skincare products cannot be accepted.
How to Start a Return
- Email us with your order number and the reason for the return.
- Wait for approval and return instructions.
- Ship the item to the address provided, using a trackable shipping method.
Return Shipping Costs
Customers are responsible for return shipping costs, except when the product is defective, arrived damaged or was sent in error. In those cases we provide a prepaid return label.
Refunds
Once we receive and inspect your return, refunds are processed within 5-7 business days. The refund is issued to your original payment method and may take a further 7-10 business days to appear on your statement. Original shipping costs are non-refundable except when the return results from our error.
Contact
Serene
Email: poemasweb.br@gmail.com
We reply within 24-48 business hours.