FAQs
Frequently Asked Questions (FAQs)
1. What is Shop Serenova?
Shop Serenova is an online store that offers a wide range of high-quality products across multiple categories, including fashion, home essentials, gadgets, beauty, and more.
2. How does shipping work?
We partner with global suppliers to bring you the best products at competitive prices. This means shipping times may vary depending on your location. On average, orders arrive within 7-20 business days. Once your order ships, you’ll receive a tracking number via email.
3. How can I track my order?
Once your order is shipped, you’ll receive a confirmation email with a tracking number. You can use this number to track your package on our website or the carrier’s tracking page.
4. What is your return policy?
We offer a 30-day return policy on most items. If you’re not satisfied with your purchase, please contact our support team within 30 days of receiving your order for a return or exchange. Items must be unused and in their original packaging.
5. What should I do if I receive a damaged or incorrect item?
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos of the product. We’ll be happy to replace it or offer a refund.
6. Do you offer refunds?
Yes, we offer refunds for eligible returns. If your order qualifies, we will process your refund within 5-7 business days after receiving the returned item. Please note that shipping fees are non-refundable.
7. Can I cancel or change my order?
We process orders quickly to ensure fast delivery. If you need to cancel or make changes, please contact us within 12 hours of placing your order. After this timeframe, the order may already be in processing or shipping.
8. Do you offer international shipping?
Yes, we ship to most countries worldwide! Shipping times and costs vary based on location. You can view estimated shipping rates at checkout.
9. How can I contact customer support?
You can reach us anytime via email at shopserenova15@gmail.com or through our Contact Us page. Our team is happy to assist you with any inquiries.
10. Is my payment information secure?
Absolutely! We use secure payment gateways with encryption to protect your payment information. Your privacy and security are our top priorities.