Frequently Asked Questions
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What payment methods do you accept?
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Shop Pay and Klarna via our secure Shopify Payments system. All payments are processed securely and we do not store your full card details.
How much is shipping, and how long does it take?
How much is shipping, and how long does it take?
We offer Free Express Shipping on all UK orders.
- Order processing time: 1–2 business days
- Delivery time: 6–8 business days after dispatch
Do you ship Internationally?
Do you ship Internationally?
At this time, we ship within the United Kingdom only.
Do your prices include VAT?
Do your prices include VAT?
Yes, all prices shown on our website are in GBP and include VAT where applicable.
What is your returns policy?
What is your returns policy?
You can return items within 30 days of delivery. Items must be unused, in original packaging, and in re-sellable condition.
Some items, such as custom-made or clearance products, cannot be returned. See our Returns & Refund Policy for full details.
How do I return an item?
How do I return an item?
You can return any eligible item within 30 days of delivery. The product must be unused, in its original packaging, and in the same condition you received it. To start a return, please contact our customer service team at support@serenamaison.com
Items sent back without authorisation may be refused.
My order arrived damaged, what should I do?
My order arrived damaged, what should I do?
Please contact us within 48 hours of delivery with your order number and photos of the damage. We will arrange a replacement or refund.
Do your products come with a warranty?
Do your products come with a warranty?
Yes, all our products come with a 2-year warranty covering manufacturing defects.
Where is Serena Maison based?
Where is Serena Maison based?
We are a UK-registered company:
Serena Maison Ltd
Company No: 16639130
86-90 Paul Street, London, EC2A 4NE, United Kingdom.
Do you offer bulk or trade discounts?
Do you offer bulk or trade discounts?
Yes, we can provide discounts for large orders or trade clients. Please contact our customer service team for details.
Do I need an electrician to install your lighting?
Do I need an electrician to install your lighting?
For hardwired lighting, we recommend using a qualified electrician. Some products are plug-in or battery-powered and do not require installation.