We place great importance on our customers, and this page is dedicated to ensuring your complete satisfaction. Here you will find all the essential information and necessary steps to address your questions regarding orders, returns, and exchanges efficiently.
How long does it take to process my order?
We process and ship all orders within 24 hours of placement. You can check the status of your order using the tracking link provided in your confirmation email.
I have not received my order confirmation
If you have not received your order confirmation, please contact our customer support team. Use the subject line “Missing Order Confirmation” to ensure your request is handled promptly.
Where can I find my tracking number?
Your tracking number is included in your order confirmation email. If you did not receive it, please contact our customer support team. Use the subject line “Missing Tracking Number” to ensure a quick response.
What is the status of my order?
With your order confirmation, we send you a tracking number. Click on the link provided to check the status of your order. Our orders are typically processed within 24 hours and should arrive within 5 to 7 business days. However, delivery times may vary depending on the shipping method chosen, the destination address, and product availability.
Is it possible to cancel or modify my order?
Orders are generally processed quickly, within 24 hours. Once shipped, they cannot be modified or canceled. Please contact us as soon as possible if you wish to make a change or cancellation before your order is processed.
What is the return policy?
Orders are generally processed quickly, within 24 hours. Once shipped, they cannot be modified or canceled. Please contact us as soon as possible if you wish to make a change or cancellation before your order is processed.
If you wish to return your order, please contact our customer support team via email before sending anything back. Without prior notification, we cannot guarantee a refund. Items must be returned within 14 days of receipt to be eligible for a refund. All items must be in their original condition, unopened, including all packaging and accessories. Return shipping costs are the responsibility of the customer and are non-refundable.
Return address
- Serenatox
- Kleine Esch 669
- 2841 MK Moordrecht
- Netherlands
Please contact our customer service before any return.
Damaged items
If you receive a damaged package, please contact our customer support team as soon as possible via email with the subject line “Damaged Item”. Please attach photos of the damaged items so that we can quickly handle the issue.
I didn't receive a refund
Once we receive your returned item, our team will inspect the package. This process may take up to 14 days before your refund is processed.