After your order has been successfully placed, you should receive an order confirmation email at the email address provided during checkout.

If you do not see the confirmation email, please check your spam or junk folder. You may also contact us at service@serenlo.com for assistance.

If you need to change an item, quantity, shipping address, or other order details, please contact us as soon as possible.

We will do our best to assist you, but changes may not be possible once the order has entered processing or has already been shipped.

Please contact our customer service team as soon as possible if you would like to request an order cancellation.

Once an order has been processed or shipped, cancellation may no longer be available.

Orders are prepared for shipment after payment has been successfully confirmed. Processing times may vary depending on the product and order volume.

Once your order has shipped, tracking information will be provided when available.

When tracking information becomes available, it will normally be sent to the email address associated with your order.

Please allow some time for the carrier's tracking system to update after your shipping confirmation is issued.

Tracking information may occasionally take time to update, especially when a package is transferred between logistics facilities or carriers.

If your tracking has not updated for an extended period, please contact us with your order number and we will help review the shipment status.

Please contact us immediately at service@serenlo.com if you notice an incorrect shipping address.

We will try to update the address before shipment, but changes cannot be guaranteed once an order has entered processing or has been dispatched.

Return eligibility depends on the condition of the item and the requirements described in our Return & Refund Policy.

Before returning any product, please contact our customer service team for return instructions.

To request a refund, please contact us with your order number and a brief description of the reason for your request.

Refund requests are reviewed according to the terms of our Return & Refund Policy.

Once an approved refund has been processed, the time required for the funds to appear in your account may vary depending on your payment provider or financial institution.

Please contact us as soon as possible and include your order number, a description of the issue, and clear photos of the product and packaging when relevant.

This information helps our team review the issue and provide the appropriate next steps.

Available payment methods are displayed during checkout. Payment options may vary depending on your location and the checkout services available on our website.

Payments are processed through the secure payment methods made available during checkout.

Please make sure you complete your purchase only through the official SERENLO™ website and its authorized checkout process.

A payment may be declined for several reasons, including incorrect billing information, insufficient funds, security checks, or restrictions from your card issuer or payment provider.

If the issue continues, please contact your payment provider or try another payment method available at checkout.

We aim to present product images and details as accurately as possible. However, minor differences in color or appearance may occur due to lighting, screen settings, materials, or normal production variations.

Product dimensions, materials, features, and other available specifications can be found on the relevant product page.

If you need additional information before purchasing, please contact our customer service team.