FREQUENTLY ASKED QUESTIONS

Frequently Asked Questions: 

We've listed some frequently asked questions below. If you have a question that doesn't appear on here, please email hello@serenrose.com and we'll aim to get back to you as soon as possible. 

Q: What should I do if I was sent an incorrect item? 
From time to time mistakes can happen, but we do our best to sort them out quickly.  

A: If you have been sent an incorrect item please email us, including your order number. You will be refunded postage fee so please keep hold of the proof of postage until the parcel has arrived back.   

Q: How do I arrange a return? 

A: Please see our Return Page for further information on how to arrange a return. 

Q: What should I do if I haven’t received an order confirmation? 

A: Have you checked your junk/spam mail? If there is still no sight of the order confirmation, please contact us at hello@serenrose.com 

Q: What to do when a parcel has not arrived? 

A: Please contact us by email (hello@serenrose.com) if you have not received the package within 7 working days from the date you received a dispatch notice. Usually, the package will remain in the local depot of post office and we can rearrange a delivery to you with a track number, or we can provide you with the track number so you can collect it from the collection point. 

Q: How are we working towards ethical and sustainable values? 

A: We have a no plastic policy and use recycled packaging. Our labels are made from recycled satin.  Our aim is to buy less stock and have less waste to benefit the world around us.  By keeping low stock levels means that we require less storage space and have no waste.  Part of our initial collection is also manufactured in the UK. All of our work is British designed and developed, supporting UK businesses, the economy and helping to reduce our carbon footprint.