FAQs
CUSTOMER SERVICE
Q: How can I get in touch with you?
A: Our team is available to assist you from monday to friday, 9:00 am to 5:00 pm pst, via email at shop@sereno.com
ORDER AND SHIPPING INFORMATION
Q: When can I expect to receive my order?
A: Typically, all orders are shipped within 72 hours of confirmation. Most orders placed before 3:00 pm pst will ship on the same day. If your order is placed during the weekend or holidays, it will be shipped on the following business day. Once your order is shipped, you'll receive a shipping confirmation email with a tracking number.
Q: How are orders shipped?
A: Orders within the united states are shipped via Fedex, while international orders are shipped using DHL.
Q: Is a signature required upon delivery?
A: Yes, a signature is required for delivery as a security measure.
Q: What are the shipping costs?
A: We are pleased to offer complimentary express shipping. Additionally, Fedex 2 day shipping is available for an extra charge when applicable.
Q: Can I make changes to or cancel my order?
A: If you need to make changes to your order after it's placed, please contact at **** us immediately at We will do our best to accommodate your request, but please note that orders cannot be modified or canceled once they have been packed for shipment.
Q: Does sereno.com offer international shipping?
A: Yes, we ship to most countries worldwide. You can check if your country is eligible for shipping through the international shipping option on our website.
Q: Do you ship to PO boxes?
A: We do not ship to PO boxes for security reasons.
Q: Will the recipient of a gift package receive the invoice?
A: No, we do not include pricing information on the packing slip.
RETAIL LOCATIONS
Q: Does sereno have its own stores?
A: Currently, we do not have our own stores.
PAYMENT
Q: When is my credit card charged?
A: Your credit card is charged at the time you complete the checkout process.
Q: Does sereno.com charge sales tax?
A: We collect sales tax where required by law. During the checkout process, you will see if and how much sales tax applies to your shipping location.
WARRANTY
Q: What is your warranty policy?
A: Authentic sereno eyewear is covered by a two-year warranty from the date of purchase against manufacturing defects. Proof of purchase will be required for warranty claims.
YOUR PRIVACY
Q: What is your privacy policy?
A: You can view our privacy policy on our website.
REPAIRS
Q: How can I have my eyewear repaired?
A: If your eyewear requires repair, please contact customer service at shop@sereno.com or visit a local authorised retailer.
RETURNS
Q: What is your return policy?
A: Eyewear purchased on sereno.com can be returned within 7 days of purchase for a refund. Please review our complete return policy on our website.
Q: Can I return international purchases?
A: Yes, we accept returns on international purchases, but duties and taxes are non-refundable. More details can be found in our return policy on our website.
Q: Can I return sereno.com purchases to an authorized retailer?
A: No, online purchases from sereno.com must be returned to sereno.com and cannot be returned to retail stores.
Q: How and where should I ship my return?
A: Instructions for shipping your return will be provided via email after your return request is processed and accepted. Make sure to securely pack and seal your box, preferably using the original packaging if available. Use a tracking number when shipping to ensure your package is not lost.
Q: How long does it take to receive a credit to my credit card after a return is accepted?
A: Credits typically appear on your credit card statement within 7-10 business days after we accept your returned product.
PRODUCT
Q: Can you notify me of new products or special promotions?
A: Certainly! Sign up for our newsletter to receive updates on Sereno product launches, promotions, events, and more.
Q: Are the products on the website the same as those in stores?
A: The products are the same.
Q: Does the website display the full product collection?
A: Yes.
Q: Is a product I bought on ebay or from an unauthorised dealer authentic?
A: We can only guarantee the authenticity of sereno products purchased through sereno.com or our authorised retailers. Items bought from individuals or unauthorised sales channels (Ebay, Amazon, etc.) Are not covered by our warranty.
Q: Why does the item I received look different from the website?
A: While items generally appear the same, variations in computer monitor settings can make colors appear slightly different from the actual product. Additionally, some of our acetate patterns are custom and unique to each finished product.
Q: Can I get customised or prescription lenses for my frames?
A: We do not offer customised or prescription lenses through sereno.com
Q: Can I order prescription lenses on the website with my frame?
A: No, we do not sell prescription lenses on sereno.com. To ensure the correct fit and lens for your prescription, it's important to visit your optician in person.
Q: What do the sizing numbers mean?
A: Eyewear sizing is measured in millimetres and includes lens width, bridge size, and temple length.
SOCIAL MEDIA
Q: How can I follow sereno on social media?
A: Join us on Facebook or Instagram by clicking the links to our social channels at the bottom of our menu.