Shipping And Handling
For your peace of mind all orders are sent with proof of posting and are insured against loss or damage. When your order is dispatched, you will receive an email to notify you of this. It will also contain the tracking code for your order. Please use the following link to track your parcel:
For all Royal Mail deliveries: https://www.royalmail.com/track-your-item#/
Where you can, please contact the couriers directly for any delays with your parcels in the initial instance. Contact details will be on the initial email they send out to you.If you receive a card to say that Royal Mail attempted delivery, please contact them immediately using the details on the calling card. If you have not received a card, please contact your local Royal Mail depot and confirm both your full name and order number to rearrange delivery.
Please ensure that the address details you supply are complete and correct prior to completing your order, as these details cannot be easily changed once the order has been despatched.
EUROPEAN/INTERNATIONAL Shipping And Handling
The expected delivery dates can change when customs are inspecting any parcels. Please bear this in mind when tracking your parcel online.
We use TNT for most Express Courier deliveries. If you would like to use a courier of your choice, please let us know. There may be additional costs to this specified service.
Please note we cannot deliver to the following destinations:
Alabama – Must be obtained by state approved Pharmacies.
Mississippi – Must be obtained by state approved Pharmacies.
Missouri – Must be obtained by state approved Pharmacies.
South Dakota – Must be obtained from an FDA approved source.
Tennessee – Must be obtained from a company operating within the US.
Texas – Must be prescribed from a state doctor.
Utah – Must be prescribed from a state doctor.
Virginia – Must be prescribed from a state doctor.
Wisconsin – Must be prescribed from a state doctor.
Lost or Undeliverable Orders
All products on our website are legal in The United Kingdom. We cannot provide any information on the legal status of a product in any other country. You accept the responsibility to inform yourself about your local laws, import and custom regulations before ordering and you certify that the import to your country of the products ordered is legal. By placing an order at Serena Organics you accept all responsibilities regarding the legality of the products that will be shipped to you. We are not able to resend or refund orders which have been seized/destroyed by Customs.
If your order is lost in the post, we will send you a replacement according to the timescale designated by the chosen courier for items to be considered lost. If your order is damaged, we will send you replacements for the damaged items immediately.
If your order is returned to us due to insufficient or incorrect delivery information being supplied to us by you or through the goods being otherwise undeliverable through no fault of our own, we may, subject to discretion, charge a redelivery cost equivalent to the cost of redelivery + a 20% administration fee. Please ensure that you give us correct postal information and that you accept delivery or collect your items in a timely manner to avoid redelivery costs.
All orders are sent with proof of postage and insurance. If you do not receive your order within the stated times please contact us and we will investigate and, where appropriate, resend your order. Please note that all deliveries are made via third parties and are subject to their terms and conditions. Although we make our best efforts to get your order to you as quickly as possible, we are not able to guarantee levels of delivery service and timescales for delivery.
If we are aware of any delays in delivery times, we will contact you immediately. You may cancel your order without cost up to the point that you receive confirmation that your order has been dispatched.