Shopping Information
- Security
- What Happen's Once My Order's Accepted?
- I Need To Make An Alteration To My Order
- Postage and Packing
- Our Returns Policy
- Product Warranty
Security
You can be assured that shopping with Serenade Designer is 100% safe.
Any purchase you make will be dealt with on our behalf by PayPal™ using their secure encryted shopping gateway.
At no point will PayPal™ disclose your credit card details to us.
When you click on any of our 'Add to Cart' buttons a new page will pop up. This new page is your shopping cart on PayPal's secure server.
If you wish to go back to our site and search for another item then please do so, the contents of your cart will not be lost. In fact you can leave our site completely, safe in the knowledge that when you return and access your shopping cart again (assuming you use the same computer and web browser) you'll find your chosen items are still there.
If you still have any concerns about using our online shopping facility please contact us and we'll explain what other options may be available to you.
What happens once my order's accepted?
Once your order has been placed with us, we will acknowledge it by email or telephone and at that time we will be able to give you an indication of when you can expect delivery of the order.
Since each item is handmade, it is impossible to state on this web site a specific time from your initial online order to the delivery of that order.
This time frame depends upon how many items have been ordered and which items they are (some tiaras for instance take considerably more time to manufacture than others).
As a very rough rule-of-thumb, expect 28 days to be an average timescale from order to delivery.
I need to make an alteration to my order
Before you complete your order on PayPal's secure shopping gateway you can make any alterations or additions you feel necessary.
Adding An Item To An Order
If you've already placed an order with us and wish to add items to it, you may either contact us and ask us to add those items (paying for the additional items by cheque etc.), or an easier option would be to visit our web site again and purchase the extra items by completing a separate order.
Please Note: If you do this please ensure you enter exactly the same name and address details that were used for the first order, we can then treat both orders as one.
Removing An Item Or Cancelling An Order
If you need to remove items from your order, or cancel your order in its entirety, please contact us as soon as possible to inform us of this.
We will then perform a full or partial refund via PayPal™.
Postage and Packing
All of our orders include FREE Postage and Packing within the UK.
For overseas orders we will contact you to arrange shipment and any costs that will incur.
Our Returns Policy
Should you be unhappy with anything you buy from Serenade Designer, in the first instance please contact us.
Our general policy is a 30 day money back guarantee. You can return it for a full refund (less any relevant shipping and handling expenses). Returns will be accepted only for unused items in new condition. If any items are thought to have been used, Serenade Designer reserves the right to decline a refund.
Serenade Designer must receive the product within 30 days from the original date of our shipment (not the date of receipt of the order) for us to issue a refund.
Packaging A Returned Order
Returns need to be marked “Returns” and shipped to:
Serenade Designer,
10 North Street,
Crediton,
EX17 2BT,
UK.
Please enclose the product in new condition with either a copy of your PayPal™ receipt or a piece of paper clearly showing your name, address, contact phone number and email address.
Upon our receipt of the item(s) and assuming we are happy that they are in a new and unused condition we will issue a refund through PayPal™.
Responsibility for safe transport
You are responsible for the product's safe arrival to the return address above. We highly recommend that you get a tracking number and buy shipping insurance, in case the product gets lost in transit. These services are available from the Post Office and other shipping companies. We also recommend that you keep all of your shipping paperwork until your card is credited for the return.
Product Warranty
All items are covered under warranty by Serenade Designer and each one is checked for damage or defect.
All orders are then packed securely before they are despatched.
Your responsibilities
- To check the condition of the packaging when you receive your order and report any damaged packages to us immediately BEFORE opening them.
- Log the damage with the delivery driver (where possible). The driver will have means for you to do this.
If your package has suffered such damamge, please contact us and we can advise you on what to do next.
Please Note: If you accept a damaged package and don't take measures to contact us and/or report the damage to the delivery driver (where possible), Serenade Designer reserves the right to refuse a free replacement, since we can't be sure if the damage was caused in transit or since delivery.
Manufacturing Defect
Should you have a problem with your delivered order that appears to be the result of a manufacturing defect, please contact us for further instructions.