Customer Care & Policies
Customer Care & Policies
SHIPPING POLICY
We ship to the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, and the United States.
Order Processing
Orders are processed within 1–3 business days, excluding weekends and public holidays. You'll receive a confirmation email with tracking once your order ships.
Estimated Delivery
3 –13 business days to all destinations above. This is an estimate — customs clearance, courier delays, and peak periods can extend it beyond our control.
Shipping Costs
Free shipping on orders over €100. Below that, cost is calculated at checkout.
Customs & Duties
For orders outside South Africa, import duties or taxes may apply and are the customer's responsibility. Seraé is not liable for delays caused by customs authorities.
RETURNS & REFUNDS
Due to hygiene and safety regulations, we do not accept returns on opened or used skincare products, under any circumstance below.
EU Customers — Right of Withdrawal
If you're ordering from the European Union, you have the legal right to withdraw from your purchase within 14 days of delivery, provided the product is unopened, unused, and sealed. This applies regardless of reason.
All Customers — Damaged, Incorrect, or Defective Items
You're entitled to a refund or replacement if:
- your item arrives damaged,
- you receive the incorrect item, or
- your product is defective on arrival.
Requests must be submitted within 7 days of delivery.
How to Request a Return or Refund
Email info@seraestudio.com with your order number, clear photos of the issue (if applicable), and a brief description. We respond within 1–2 business days.
Refund Processing
Approved refunds are issued to your original payment method within 5–10 business days, timing dependent on your bank or card provider.
CANCELLATIONS & EXCHANGES
Cancellations
You can cancel an order within 12 hours of purchase, provided it hasn't entered processing. Once processing has begun, the order can't be cancelled.
Exchanges
We don't offer direct exchanges. If your order qualifies under the Returns & Refunds policy above, we issue a refund and you're welcome to place a new order.
PAYMENT & CURRENCY
Prices on the Seraé website display in EUR (€) for consistency across our international markets. Depending on your payment provider, your card may be charged in South African Rand (ZAR) at checkout — the charged amount reflects the displayed EUR price at the prevailing exchange rate at time of purchase. Seraé does not add any currency conversion fee; any fee your bank or card issuer applies is outside our control and the customer's responsibility.
Payments are processed securely through third-party payment providers using industry-standard encryption.
Questions on payment or currency: info@seraestudio.com