Shipping policy
At Serene Luminaire, we're passionate about bringing the brilliance of our lighting fixtures to your home. We understand that getting your order quickly and safely is just as important as the quality of the lights themselves. That's why we've crafted a shipping policy that's clear, informative, and keeps the focus on getting your new statement piece to you, fast.
INTERNATIONAL SHIPPING RATES AND ESTIMATES
For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.
|
Shipping option |
Estimated delivery time |
Price |
|
Express Delivery |
To Be Requested |
-- |
|
Economy |
18 to 25 business days |
FREE |
GENERAL PROCESSING TIMES
All orders are handled within 7 business days (excluding weekends and holidays) of receiving the order confirmation email. You will receive another message once your order has delivered.
Processing times may be increased during peak seasons and holidays due to a large volume of orders. We appreciate your patience and understanding during this time.
GENERAL SHIPPING TIMES
We process all general orders within 7 business days of receiving them.
Customized items: For large, customized items, please note that the processing and production time may take longer.
Shipping times vary depending on your location.
For orders shipping to the United States, please allow 10 to 25 days for delivery.
For orders shipping to Australia, New Zealand and Oceania please allow 15 to 25 days for delivery.
For orders shipping to Europe, please allow 15 to 25 days for delivery.
SHIPPING METHODS & FEES
We employ a number of shipping methods to ensure that your product arrives in a fast and secure manner. Depending on your region and order amount, we may ship via FedEx, UPS, DHL, or another carrier.
At the time, we are offering free shipping on all orders.
However, if you require expedited shipment, please contact us for a price. Please keep in mind that the requested expedited delivery expenses are non-refundable.
The delivery period for expedited shipment may be between 7 and 11 days.
Your order may be subject to import fees and taxes (including VAT), which are imposed once the package arrives in your destination country. Serene Luminaire is not liable for these charges, which are your responsibility as a client.
WAREHOUSE HOLDING (STOCKING) FEE
Once an order is completed and ready for shipment, we can hold the item in our warehouse for up to 30 days at no charge.
After this period, a warehouse holding (stocking) fee equal to 15% of the total order value will apply to cover storage, handling, insurance, and space allocation.
This fee will be reflected on the invoice if the shipment is delayed at the customer’s request.
RESTOCKING FEE
In the event of a cancellation or return after production is completed, a restocking fee of 15% of the total order value will apply to cover production, inspection, and handling costs.
TRACKING AND DELIVERY
All of our packages are parcel shipments, meaning that your order will arrive in our easy-to-handle boxes. Think: FedEx or UPS. This also means that you won’t necessarily have to be home to receive them; regardless, you’ll find them delivered right to your doorstep. You can track the date of your estimated delivery via the link sent to you in your shipping confirmation email, or you can sign up for text updates from a link in this same email. If you have special delivery requests, please contact us at info@sereneluminaire.com as soon as you place the order so we can do our best to accommodate accordingly.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Serene Luminaire is not responsible for these charges if they are applied and are your responsibility as the customer.
HOW DO I CHECK THE STATUS OF MY ORDER?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours after processing time for the tracking information to become available.
If you haven’t received your order within X days of receiving your shipping confirmation email, please contact us at info@sereneluminaire.com with your name and order number, and we will look into it for you.
SHIPPING ADDRESS CHANGES
If you need to change your address after placing an order, please email us at support@sereneluminaire.com ASAP to make sure we edit the info in our system before it ships. Keep in mind that once your shipment is on the way, it gets a lot more difficult to reroute it. That being said, we’ll do whatever we can to assist. However, you may be responsible for rerouting charges.
IN CASE OF DAMAGE OR DEFECT
All damages or defects must be reported within 48 hours of delivery. Send us photos and any other relevant details at info@sereneluminaire.com or use our contact form.
LOST OR MISDIRECTED DELIVERIES
We understand that a lost or misdelivered package can be a real downer. If your package seems to have gone missing, please contact us as soon as possible. We'll work with the carrier to locate it and file a claim if necessary. For misdelivered packages, we recommend checking with neighbors or the carrier to see if it might have been delivered to the wrong address. Unfortunately, we can't offer refunds or replacements for packages marked as delivered by the carrier. However, we'll definitely be there to help you file a claim and provide all the necessary information.
QUESTIONS
If you have any questions about our shipping policy, don't hesitate to reach out to our friendly team at info@sereneluminaire.com. We're here to make sure your lighting journey is smooth and bright; from the moment you click "order" to the moment you turn on your new masterpiece.