Frequently ask questions

1. What is your return policy?

Making a return couldn´t be easier! We promise to refund any items that you are not completely completely happy with when you return it to us in saleable condition within 7 days of receipt. Refunds will be credited to your original method of payment.


Currently customers can make a return by post. All items purchased on SerenaLeena.com can be posted back to us at the following address:

SerenaLeena

ATTN: Returns Department

466 Foothill Blvd. #205

La Canada, CA 91011


For hygiene reasons we cannot offer refunds on pierced jewellery.


Please note: All returns by post are currently processed by our California headquarters. Customers will need to return unwanted items to California at their own cost. All items must have tags and barcodes intact.


2. What should I do if I am not happy with my order?

Please send us an email with your order number at . You can ship your order back to us within 7 days of receipt for a full replacement or refund of your purchase.


3.  How long do I have to return my jewelry, if I’m not happy with my purchase?

You may return your order within 7 days of receipt. Your postage must be marked on or before the 7th business day from the day you received the order.


4. What do I do if my jewelry is damaged upon receipt of my order?

Please contact us at . You can ship your order back to us within 7 days of receipt for a full replacement or refund of your purchase, once we have determined that the order had been damaged upon receipt.


5. How and where do I send my order to process a refund?

Please use First Class mail, and for your records, we recommend applying tracking or confirmation to your package. This will insure and record that you have sent your item back. We are not responsible for processing returns that have been lost in the mail. Please include your order number and reason for return with your item.

 

Please send it to:

SerenaLeena

ATTN: Returns Department

466 Foothill Blvd. #205

La Canada, CA 91011


6. How and when does my refund get processed?

Your refund will be processed within 3 business days of receipt of your returned item.


7. Is the shipping refundable?

The shipping fee that has been incurred during your purchase and during your return are non-refundable and are not reimbursable.


8. How long after my order will you ship my package out?

We process and ship our orders within 4 days following payment.


9. When will I receive my package?

We ship via USPS First Class mail. Delivery times vary by location. For domestic orders, it can take up to 5-7 business days. For international orders, it is varied and can take up to 2 weeks to receive your package.


10. How do I get free shipping?

In order to obtain free shipping, you must spend a minimum of $40 before taxes on our website. Once you have hit the $40 minimum, free shipping will automatically be applied to your purchase.


11. What kind of shipping do I receive for free?

Our free shipping offer applies to USPS First Class shipping only. Delivery times vary by location. For domestic orders, it can take up to 5-7 business days. For international orders, it is varied and can take up to 2 weeks to receive your package. To expedite your order, you will  have to choose a faster method of shipping during your checkout and will need to arrange payment for expedited service.


12. How do I use a promo code?

You will be asked upon checkout whether or not you have a promo code to use. If you do, simply enter it in the Promo Code field, and if you meet all conditions of the promotion, the discount will automatically be applied to your order. Only one promo code can be used per purchase.


13. Can I find SerenaLeena jewelry in stores?

For a full listing of store locations please go to our Store Locator.


14. Can I carry SerenaLeena jewelry in my boutique?

Absolutely! For more information on how you can proceed with a wholesale order, please contact us at . In order to have a wholesale account, you must have a resellers permit.


15. How do I request a wholesale account with SerenaLeena?

For more information on how you can proceed with a wholesale order, please contact us at . In order to have a wholesale account, you must have a resellers permit.


16. Do you take custom orders or can the jewelry be resized?

At this time, we do not take any custom orders from the general public and none of the jewelry can be resized. For wholesale inquiries on custom orders, email us at .


17. Is the jewelry real gold, silver, or precious stones?

Our jewelry is made of the finest material in fashion jewelry; however, we do not offer any real gold, silver or precious stones. The majority of our pieces are made with high quality clear crystals and multi-color chords. Each piece is different and made of different materials. For further information on each piece, please check the item description.


18. Can I wear my jewelry in the shower?

We don’t recommend that you shower with any of your jewelry. 


19. Is every piece exactly the same?

No. We are constantly improving the quality of our merchandise as they are made, so from time to time, we will make changes in the materials and substances that we use in order to achieve perfection.


© SERENALEENA | ALL RIGHTS RESERVED.
466 FOOTHILL BLVD. #205 | LA CANADA, CA 91011
[email protected]
DESIGN + DEVELOPMENT BY Vintagon.