FAQ

What are the standard shipping times for your products?

We usually process all orders within 48 hours which then take 3-5 working days for delivery to you. We use Royal Mail tracking delivery services, our standard service costs £5.99 to the mainland of the UK (£8.99 for Northern Ireland / Channel Isles). 

Free central London delivery (within Zone 3) on orders over £50.

Free mainland UK delivery on orders over £100.

 

Do you ship anywhere in the world?

Yes, we do. We ship worldwide. For international customers, please email us for a shipping quote and we will look into sorting the cheapest rates and reliable services for your order.  Please contact us via email at info@houseserene.com

 

Where do we ship from?

Our office is located in London, UK.

 

Do you provide tracking information?

Yes, we aim to provide you tracking information as soon as it is available. If you do not receive any tracking information after placing your order more than 3 days, please contact us via email at info@houseserene.com.

 

Why does my order look different from the picture on your website?

Because all our products are handcrafted, it is unlikely to produce two exactly identical pieces. Due to the intricate nature of the products available on our website, we make sure that what you see is as close to the real thing as possible. However, there may be slight variations in the colours and patterns of the image you see on your monitor and the actual product, which is a result of the nature of hand painting, differences in display due to lighting, digital photography, colour settings and capabilities of computer monitors.

The details of the products or product specifications (weight, colour, size, etc.) as mentioned on our website, are only approximate values.  

 

Some items are missing from my order, what's going on?

If you find missing items, please take pictures or video of your package as soon as you receive and contact us via email at info@houseserene.com, and we will sort it out for you. However we will not be able to respond to missing item requests after 5 days of delivery.

 

I have received a damaged item. What can I do about it?

If you want to return a product that you have identified as faulty you must contact us prior to returning the goods. 

In the rare event that you experience a quality issue, please contact us via email at info@houseserene.com right away. Images or video clearly showing the problem must be provided within 5 days of delivery by email, along with a detailed description and a photograph of your invoice. Both are required in order to rectify any issues. Refunds or credits are not guaranteed and are reviewed on a case by case basis.  We aim to get back to you within two business days once the details are reviewed, and the returned goods must be posted back within 14 days from the package delivery date. If you have returned the goods to us within the warranty period and we can verify the goods as faulty, we shall offer you a full refund or replacement (depending on stock availability).

 

I still haven't received my order yet. What is taking so long?

We apologise for the delay. Please note, due to the ongoing COVID-19 situation, couriers are running a reduced service, as a result please allow an extra 1-2 days for your order to arrive. We apologise for the inconvenience but hope you understand in these challenging times.

You can track your order and see where it is at any time. If you still feel that you need help tracking your package or would like to inquire about your package, please contact us by email at info@houseserene.com .

 

Do you have a refund policy?

We do our best to resolve any problems that our customers may encounter with their purchased items. If you still wish to receive a refund on your order, we can of course complete the payment or address to your requests. For more information, please read about our refund policy.

* Please note due to the ongoing COVID-19 situation, we do not accept returns and exchanges on any products per our company policy for hygiene and safety reasons. We apologise for any inconvenience and we hope you understand.