FREQUENTLY ASKED QUESTIONS

Please find below some FAQ’s that may help your shopping journey. If your question isn’t answered below, or you would like to get in touch you can reach us via hello@serenecollective.co.nz

WHAT PAYMENT METHODS ARE ACCEPTED?

Credit Card

We accept Visa, Mastercard and American Express.

Google Pay

Google’s secure payment gateway that allows you to pay for purchases using saved details to avoid inputting credit card details for every transaction.

Apple Pay

Pay using your Apple ID when using your Apple device.

Afterpay

An interest free payment plan option that we offer on all of our New Zealand orders.

WHERE DO YOU SHIP?

Seréne ships within New Zealand using NZ couriers, and to any other country that accepts DHL Express

HOW CAN I USE A GIFT CARD OR COUPON CODE?

At both the Shopping Cart and Check out stage, you have the option to add your gift card and/or coupon code to your order. Simply click in the coupon code box that appears and enter your code which will be applied to your purchase.

If you have a discount code personally assigned to you, this will not be automatically added, you will need to add this manually in the coupon code box.

HOW DO THE GIFT CARDS WORK?

Digital Gift Cards

Selecting the Digital gift card option allows you to write your own optional message and choose the date the gift card is emailed to your giftee. If no date is selected, it will be sent at the time of purchase. Ensure you enter the details in the boxes for a seamless purchase. A gift card email will be sent to the giftee with the image seen on the Gift Card page, your message, and their unique gift card code to use at check out.

Physical Gift Cards

Selecting the Physical gift card will allow you the option of having the gift card sent to the purchaser, or direct to the giftee, you need to comment in the Special instructions box at Check out the giftee’s name and address for this to be done. Ensure you enter details in the boxes provided if you are wanting gift cards pre written for you. The gift card will be wrapped in tissue paper and enclosed in a pillow box.

You may also check your gift card balance at the bottom of the Gift Card page.

The value of a gift card is valid for 12 months from date of issue. Gift cards cannot be redeemed for cash. Promotional discounts do not apply when purchasing a gift card. Seréne is not responsible for lost or stolen gift cards.

WHAT IF MY ORDER DOESN’T ARRIVE?

If your order has not been delivered after a reasonable time frame, or the tracking details have not been updated please send us a message through the Contact Us page so we can assist you with this.

In the unfortunate event that your parcel is lost in transit, Seréne will replace or refund the item once an investigation is completed. However if the order can be tracked and traced to have arrived at its final destination, Seréne will not be liable for the lost parcel.

I’M NOT SURE WHAT SIZE I AM, CAN YOU HELP?

We know shopping online can be tricky sometimes, so we are here for you. You can refer to our Size Guide page on the website to help you decide which size best suits you. If you are still unsure about fit or sizing, we are happy to offer advice, measurements or photos of garments to better inform you. Send us a message through the Contact Us page.

You can also return the garment if the size isn’t what you thought it would be, if it meets the returns policy.

WHAT IF THE STYLE I LIKE IS NOT AVAILABLE?

You can choose to be notified by email when a particular style/size is available in stock. Simply click on the ‘Notify me when Available’ button when viewing the style, fill in the items name and size you are interested in.

I HAVE ANOTHER QUESTION?

We are here to help, send us a message through the contact page and we will get back to you as soon as we can.

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