Customer Care & Policies

Shipping Policy

Shipping Policy

We currently ship to the following countries:
United Kingdom, United States, Malta, Germany, Cyprus, Hong Kong, Austria, Latvia, Poland, Slovenia, France, Netherlands, Finland, Croatia, Ireland, Slovakia, Estonia, Italy, Bulgaria, Hungary, Romania, Denmark, Luxembourg, Sweden, Belgium, and Greece.

Order Processing

Orders are processed within 1–3 business days (excluding weekends and public holidays).

Once your order has been processed, you will receive a confirmation email with tracking details when your order ships.

Estimated Delivery Times

Delivery times are estimates and may vary depending on location:

  • Europe: 7-12 business days

  • United Kingdom: 7-12 business days

  • United States: 7-12 business days

  • Other international destinations: 7-12 business days

Please note that delays may occur due to customs clearance, peak periods, or courier delays beyond our control.

Shipping Costs

  • Free shipping on orders over €100

  • Shipping costs for orders below €100 are calculated at checkout

All prices displayed on our website include VAT where applicable.

Customs & Duties

For international orders, customs duties or import taxes may apply and are the responsibility of the customer. SERAE is not responsible for delays caused by customs authorities.

RETURNS & REFUNDS POLICY

Returns & Refunds

We want you to have a positive experience with SERAE.

Due to hygiene and safety regulations, we do not accept returns on opened or used skincare products.

Eligible Refunds

You may be eligible for a refund if:

  • Your item arrives damaged

  • You receive the incorrect item

  • Your product is defective upon arrival

Requests must be submitted within 7 days of delivery.

How to Request a Refund

Please contact us at info@seraestudio.com with:

  • Your order number

  • Clear photos of the issue

  • A brief explanation

Our support team will respond within 1–2 business days.

Refund Processing

Approved refunds will be issued to the original payment method within 5–10 business days, depending on your bank or payment provider.

CANCELLATIONS & EXCHANGES POLICY

Order Cancellations

Orders may be cancelled within 12 hours of purchase, provided the order has not yet been processed or shipped.

Once processing has begun, orders cannot be cancelled.

Exchanges

We do not offer direct exchanges.
If your order qualifies for a refund, a refund will be issued and a new order may be placed.

PAYMENT & CURRENCY POLICY

Payment & Currency

All product prices on our website are displayed in EUR (€) for consistency across our international markets.

Due to our payment gateway provider, payments may be processed in South African Rand (ZAR) at checkout. The final amount charged will be automatically converted by your bank or card issuer based on the current exchange rate.

Payments are securely processed via trusted third-party payment providers using industry-standard encryption.

Please note:

  • The charged amount in ZAR reflects the EUR price at the prevailing exchange rate

  • SERAE does not add any additional conversion fees

  • Any currency conversion fees applied by your bank are the responsibility of the customer

If you have any questions regarding payment or currency conversion, please contact Info@seraestudio.com. 

 

EU SHIPPING POLICY

Shipping Policy

SERAE ships to selected international destinations within Europe and beyond. A full list of available countries is displayed at checkout.

Order Processing

Orders are processed within 1–3 business days, excluding weekends and public holidays.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.

Delivery Times

Estimated delivery times are as follows:

  • European Union: 7-12 business days

  • United Kingdom: 7-12 business days

  • United States & International: 7-12 business days

Delivery times are estimates only and may vary due to customs clearance, courier delays, or peak seasonal demand.

Shipping Costs

  • Free shipping on orders over €100

  • Shipping fees for orders under €100 are calculated at checkout

All prices displayed on our website include VAT where applicable, in accordance with EU consumer pricing regulations.

Customs & Import Duties

For deliveries outside the European Union, customs duties or import taxes may apply and are the responsibility of the customer. SERAE is not liable for delays caused by customs authorities.

EU RETURNS & REFUNDS POLICY

Right of Withdrawal (EU Consumers)

In accordance with EU consumer protection laws, customers within the European Union have the right to withdraw from a purchase within 14 days of delivery provided the product remains unopened, unused, and sealed.

For hygiene and safety reasons, skincare products that have been opened, used, or unsealed are not eligible for return.

Defective or Incorrect Items

You are entitled to a refund or replacement if:

  • The product arrives damaged

  • The incorrect item is received

  • The product is defective upon arrival

Requests must be submitted within 7 days of delivery.

How to Submit a Request

Please contact Info@seraestudio.com with:

  • Your order number

  • Clear photos of the issue

  • A brief description

Our team will respond within 1–2 business days.

Refund Processing

Approved refunds will be issued to the original payment method within 5–10 business days, depending on your bank or payment provider.

EU CANCELLATION & EXCHANGE POLICY

Order Cancellations

Orders may be cancelled within 12 hours of purchase, provided they have not yet entered processing.

Once processing has begun, cancellations are no longer possible.

Exchanges

We do not offer direct exchanges. If your request qualifies under our returns policy, a refund will be issued and a new order may be placed.

EU PAYMENT & CURRENCY POLICY

Payment & Currency

All prices on the SERAE website are displayed in EUR (€) for consistency across our international markets.

Due to our payment service provider, charges may be processed in South African Rand (ZAR) at checkout. The final charged amount will be automatically converted by your bank or card issuer based on the applicable exchange rate.

SERAE does not apply additional currency conversion fees.

Payments are processed securely via trusted third-party payment providers using industry-standard encryption.

Any currency conversion fees applied by your bank or card issuer are the responsibility of the customer.