Shipping Policy

Last updated: February 19, 2026 — Effective immediately upon publication

1. OVERVIEW

All Sérane orders are fulfilled and dispatched by our international logistics partner from a global fulfillment center. This allows us to efficiently serve our primary markets — the United States, United Kingdom, and Canada — with fast and fully tracked international shipping.

Every order includes full parcel tracking from dispatch to delivery. Once your package is on its way, you will receive a tracking number and a direct link to follow your shipment in real time.

2. ORDER PROCESSING TIME

2.1 What Is Processing Time?

Processing time is the period between your order being placed and confirmed, and your package being handed over to the carrier for shipment. During this time, your order is verified, payment is confirmed, the item is picked from inventory, quality-checked, packaged, and dispatched.

2.2 Standard Processing Time

All Sérane orders are processed within 1 to 3 business days following payment confirmation. Business days are defined as Monday through Friday, excluding public holidays in the country of dispatch.

2.3 When Does Processing Start?

Processing begins on the business day following successful payment confirmation. For example, an order placed on a Friday after the cutoff time, or on a Saturday or Sunday, will begin processing on the following Monday (or the next business day if Monday is a public holiday).

You will receive two automated emails: (1) an order confirmation immediately after purchase confirming your order details, and (2) a shipping confirmation containing your tracking number and estimated delivery window, sent as soon as your order is dispatched.

2.4 Impact of Processing on Delivery Estimates

The delivery timeframes shown in Section 4 are measured from the date of shipment (i.e., after processing is complete), not from the date of order placement. Total delivery time = processing time (1–3 business days) + shipping time (see Section 4).

3. SHIPPING DESTINATIONS

Sérane currently ships to the following countries and territories:

We do not currently ship to PO Boxes, APO/FPO military addresses, US territories (e.g., Puerto Rico, Guam), British Crown Dependencies (e.g., Jersey, Guernsey), or any country not listed above. If you are located in a country not currently served, please contact us at [email protected]— we are actively working to expand our shipping reach.

4. ESTIMATED DELIVERY TIMES

The following are estimated transit times from the date of shipment (after processing). All orders are shipped via tracked international carriers. Delivery times are estimates and are not contractually guaranteed.

These estimated windows represent the experience of the majority of our customers. Delivery times are not guaranteed and Sérane shall not be liable for late deliveries except where they are caused directly by our error.

5. SHIPPING COSTS

Shipping costs, where applicable, are calculated and displayed at checkout based on your delivery address and the contents of your order. Any applicable shipping fees will be clearly shown before you confirm your purchase — there are no hidden shipping charges.

Free shipping is available on all orders of $30 or more. Orders below $30 may be subject to a shipping fee, which will be clearly displayed at checkout. These will be clearly communicated on the Website and at checkout when active.

Please note that shipping costs shown at checkout do not include customs duties, import taxes, or any other fees levied by your country's customs authority (see Section 8).

6. YOUR ORDER JOURNEY — STEP BY STEP

Here is what happens from the moment you place your order to delivery at your door:

What Happens During Processing?

When your order enters our fulfillment process: your payment is verified and authorized; your order details are transmitted to our logistics partner; your product is identified, quality-inspected, and securely packaged; your package is assigned a tracking number and labelled; the package is handed over to the international carrier for dispatch. You will receive a shipping confirmation email at this point.

7. ORDER TRACKING

7.1 How to Track Your Order

Every Sérane order is shipped with full end-to-end parcel tracking. Once your order has been dispatched, you will receive a shipping confirmation email containing: your unique tracking number; a direct link to the carrier's tracking page; and your estimated delivery window.

You can use your tracking number on the carrier's website at any time to check the current status and location of your parcel. Tracking information typically becomes active within 24–48 hours of the shipping confirmation email being sent, as it takes time for the carrier to scan your package at their first processing point.

7.2 Tracking Information Not Updating

It is common for tracking to show no movement for several days, particularly when your package is in international transit between countries. This does not necessarily indicate a problem with your shipment. However, if your tracking shows no movement for more than 7 consecutive business days without any delivery update, please contact us at [email protected] and we will investigate with the carrier.

7.3 Tracking Email Not Received

If you have not received a shipping confirmation email within 5 business days of your order, please first check your spam or junk folder. If it is not there, contact us at [email protected] with your order number. We will verify the dispatch status and resend your tracking information.

8. CUSTOMS, IMPORT DUTIES, AND TAXES

8.1 General Principle

Sérane ships internationally from a global fulfillment center. Depending on your country of delivery, your order may be subject to customs clearance procedures and associated charges. These include import duties, value-added tax (VAT) or goods and services tax (GST), and any administrative fees charged by the customs authority or carrier. These charges are not included in your order total and are the sole responsibility of the customer.

We are unable to calculate or predict these charges in advance, as they depend on your country's regulations, the declared value of the goods, the product category, and other factors. We encourage you to research your country's import thresholds before placing an order.

8.2 United States

Most small-value consumer goods shipped to the US benefit from the de minimis threshold under the Tariff Act of 1930. As of the date of this policy, this threshold is US$800 per shipment, meaning orders below this value are generally exempt from customs duties and formal entry requirements. However, this exemption is not guaranteed in all cases and is subject to change by US customs authorities. Sérane cannot guarantee that your order will be cleared duty-free.

8.3 United Kingdom

Since the UK's departure from the European Union, all goods shipped to the UK from outside the UK are potentially subject to UK customs duties and import VAT (currently 20% on most goods), levied by His Majesty's Revenue and Customs (HMRC). The UK Low Value Consignment Relief has been abolished for most goods. Carriers may also charge a handling fee for customs clearance. Sérane does not pre-pay UK import VAT or duties; these charges will be collected by the carrier upon delivery or notified to you in advance of delivery.

8.4 Canada

Goods shipped to Canada may be subject to duties under Canada's Customs Tariff, as well as Goods and Services Tax (GST) and, where applicable, Harmonized Sales Tax (HST) or Provincial Sales Tax (PST). Canada has a de minimis threshold of CAD$20 for most commercial shipments, below which duties may not apply. Orders above this value may be subject to assessment by the Canada Border Services Agency (CBSA). Carriers may also apply a disbursement fee for handling customs clearance.

8.5 Refusal to Pay Customs Charges

If you refuse to pay customs duties or import taxes assessed on your shipment, and as a result the package is returned to sender or destroyed by customs, Sérane reserves the right to deduct the cost of return shipping and any associated carrier fees from any refund issued. You will be notified if this situation arises.

9. DELAYED PACKAGES

International shipping is subject to delays that are outside of Sérane's control. Common causes of shipping delays include: customs clearance procedures taking longer than expected; peak shipping volumes (holiday periods, sales events); severe weather affecting transportation networks; carrier operational issues or capacity constraints; local public holidays in transit or destination countries; security screening at international borders.

If your delivery date has passed according to the estimated window and your package has not arrived, please first check your tracking link for an updated status. If tracking shows the package as in transit with no delivery scan for more than 10 business days, contact us at [email protected]. We will contact the carrier to investigate and provide you with an update within 3 business days of your inquiry.

A package is not considered lost until the carrier formally declares it as such (typically after 20–30 business days for international shipments, depending on the carrier). Until that point, delays are treated as transit delays rather than lost shipments.

10. LOST PACKAGES

A package is considered officially lost when the carrier has confirmed, after investigation, that it cannot locate or deliver the shipment. If your tracking has shown no update for more than 25 business days after the shipping date, and no delivery confirmation has been issued, please contact us at [email protected] with your order number and tracking number.

In such cases, Sérane will open an official investigation with the carrier. This process typically takes 5–10 business days. If the carrier confirms that the shipment is lost, Sérane will offer you the following options at no additional charge: dispatch of a replacement order; or a full refund of the order value.

Please note: Sérane is only able to assist with packages that were sent to the exact address provided at checkout. We cannot accept responsibility for lost packages where an incorrect address was provided by the customer.

11. DAMAGED PACKAGES

Although our products are carefully packaged to withstand international transit, damage can occasionally occur. If you receive your order and the outer packaging appears visibly damaged upon delivery, we recommend the following steps:

Step 1 — Accept with reservation: If possible, note the damage on the carrier's delivery documentation or app before signing. This creates an official record with the carrier.

Step 2 — Photograph everything: Take clear photographs of the outer packaging, the inner packaging, and the product itself as soon as you open the parcel. Do not discard any packaging until your claim is resolved.

Step 3 — Contact us within 48 hours: Email [email protected] with your order number and the photographs. We will assess the damage and arrange a free replacement or full refund as appropriate.

We are not able to process damage claims submitted more than 48 hours after delivery, as this exceeds the carrier's incident reporting window. Please act promptly.

12. STOLEN PACKAGES

Unfortunately, package theft ("porch piracy") does occur in some areas. Sérane is not liable for packages that have been confirmed as delivered by the carrier's tracking system but subsequently stolen. We strongly recommend the following preventative measures if theft is a concern in your area: request delivery to a secure location or parcel locker; require a signature upon delivery (available for some carriers — contact us before ordering if you need this); ship to a workplace or other address where someone will be present to receive the package.

If your package has been stolen after delivery confirmation, please file a police report and contact your homeowner's or renter's insurance provider, as this type of loss may be covered by your policy. While Sérane is unable to replace stolen packages in these circumstances, please contact us at [email protected] and we will do our best to assist.

13. INCORRECT DELIVERY ADDRESS

It is your sole responsibility to ensure that the delivery address entered at checkout is accurate, complete, and capable of receiving parcels. Please double-check your address before confirming your order, particularly apartment/unit numbers, zip/postal codes, and country selection.

If you notice an error before dispatch: Contact us immediately at [email protected] with your order number and the corrected address. We will do our best to update the address before the order is dispatched, but this cannot be guaranteed if the order is already in processing.

If your order has already been dispatched: Once an order has been handed to the carrier, Sérane is generally unable to redirect the shipment. If the carrier is unable to deliver to the address provided and the package is returned to our logistics partner, we will contact you and reship to the correct address (additional shipping charges may apply) or issue a partial refund (excluding original and return shipping costs). Sérane cannot be held responsible for non-delivery or loss of packages due to an incorrect address provided by the customer.

14. FAILED DELIVERY ATTEMPTS

If the carrier is unable to deliver your package on the first attempt (e.g., because no one was available to receive it), they will typically leave a notice and attempt redelivery on a subsequent business day, or hold the package at a local pickup point for a defined period (usually 5–15 days depending on the carrier and location).

It is your responsibility to arrange redelivery or collection within the timeframe specified by the carrier. If a package is returned to our logistics partner due to multiple failed delivery attempts or failure to collect from a pickup point, we will contact you to arrange reshipment. Additional shipping charges may apply for reshipment. If reshipment is not requested within 30 days of notification, the order will be treated as cancelled and a partial refund (excluding original shipping and any carrier return fees) will be issued.

15. PEAK PERIODS AND DELAYS

During high-demand periods — including but not limited to the holiday shopping season (November–December), major promotional events (Black Friday, Cyber Monday), and Valentine's Day — both our processing times and carrier transit times may be extended. We will publish advance notices on the Website and via email when significant delays are expected.

If you need to receive your order by a specific date (e.g., as a gift), we recommend placing your order well in advance of any deadline and accounting for potential delays. Sérane cannot guarantee delivery by a specific date and is not liable for delays during peak periods.

16. CONTACT

For any question, concern, or inquiry regarding your shipment:

Email: hello@seraneskin.com
Subject line format: "Shipping Inquiry — Order #[your order number]"
Response time: Within 2 business days

When contacting us, please always include your order number and tracking number (if available) to allow us to assist you as quickly as possible.