Shipping Policy

Thank you for shopping with Serenquor.

We are committed to delivering your order quickly, securely, and with the level of care expected from a premium brand. Please review the information below regarding processing times, shipping methods, delivery estimates, and other important shipping-related details.

Order Processing

All orders are processed within 1 business day after payment has been successfully received and verified.

Orders are not processed, shipped, or delivered on weekends or public holidays. During periods of increased order volume, product launches, promotional events, or holidays, processing times may be slightly extended. In such cases, customers will be notified if significant delays occur.

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

Shipping Destinations

Serenquor currently ships to countries within the European Union.

We are continuously expanding our shipping capabilities and may add additional destinations in the future.

If your country is not currently available at checkout, please contact our support team and we will do our best to assist you.

Shipping Methods & Delivery Times

We ship all orders using trusted postal and courier partners to ensure reliable delivery and tracking.

Estimated delivery times:

• Austria: 1–3 business days

• Germany: 2–5 business days

• Central European countries: 2–5 business days

• Other European Union countries: 3–7 business days

Please note that delivery times are estimates only and are not guaranteed. Actual delivery times may vary depending on destination, carrier operations, local postal services, weather conditions, customs procedures, or other factors beyond our control.

Shipping Costs

Shipping costs are calculated and displayed at checkout before payment is completed.

Any applicable shipping charges will be clearly shown before the customer confirms their purchase.

From time to time, Serenquor may offer promotional shipping rates or free shipping offers. Such promotions will be clearly communicated on our website when available.

Order Tracking

All shipments include tracking whenever available through the selected carrier.

Once your order has been shipped, you will receive an email containing your tracking number and tracking link.

Please allow up to 24 hours for tracking information to become active after receiving your shipping confirmation.

Delivery Delays

While we make every effort to ensure timely delivery, unforeseen delays may occasionally occur.

Serenquor is not responsible for delays caused by:

• Postal service interruptions

• Courier service disruptions

• Customs processing

• Weather conditions

• Public holidays

• Natural disasters

• Incorrect shipping information provided by the customer

• Other circumstances beyond our reasonable control

We appreciate your patience and understanding should such delays occur.

Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information at the time of purchase.

If an incorrect shipping address is provided, Serenquor cannot guarantee successful delivery of the order.

If you notice an error in your shipping information, please contact us immediately. We will do our best to update the address before the order is shipped.

Once an order has been dispatched, we may not be able to modify delivery information.

Lost Packages

If your package appears to be lost during transit, please contact us as soon as possible.

We will work directly with the shipping carrier to investigate the shipment and determine the appropriate resolution.

Please note that investigations conducted by shipping carriers may require additional time before a final outcome can be determined.

Damaged Packages

We carefully inspect and package every order before shipment.

If your order arrives damaged, please contact us within 7 days of receiving the package.

To help us resolve the issue quickly, please provide:

• Your order number

• A description of the damage

• Clear photographs of the damaged product

• Clear photographs of the packaging

We will review the information and determine the most appropriate solution.

Customs, Duties & Taxes

For orders shipped within the European Union, customers generally do not incur additional customs duties.

For any shipments outside the European Union, customers may be responsible for customs duties, import taxes, or other fees imposed by local authorities.

These charges are the responsibility of the customer and are not included in the purchase price or shipping costs unless otherwise stated.

Refused Deliveries

If a shipment is refused by the customer or returned due to an incorrect address, unclaimed package, or failure to pay applicable customs charges, the customer may be responsible for any return shipping fees or related costs incurred.

Contact Us

If you have any questions regarding shipping, delivery, or your order, please contact us:

Serenquor Customer Support
Email: support@serenquorsilkco.com 

We aim to respond to all inquiries within 24 business hours.

Thank you for choosing Serenquor. We appreciate your trust and look forward to delivering your order.