FAQs
How can I contact SerenViva?
You can email us at support@serenviva.com , where our customer support team will be happy to help you with whatever you need!
Does SerenViva ship worldwide?
Although we started in Portugal, we have managed to expand worldwide and support international markets !
Where do we ship from?
We ship from Portugal .
Can I change or cancel my order?
As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order . Orders placed after this time will be refused. Your order may be returned for a full refund upon receipt.
What payment methods do you accept?
We accept all major credit cards ( VISA, Mastercard, AMEX) and payments via PayPal .
When will my order be processed?
All orders are processed and shipped from our warehouse. Please allow additional processing time during holidays and promotional periods. We process orders Monday through Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after processing. Please note that we do not ship on weekends.
How long will it take for my order to arrive?
Due to high demand, orders may take between 2-4 weeks to arrive .
What if I don't receive my order?
If you do not receive your order within 30 days of shipping, you may request a full refund.
Will I have to pay customs fees and taxes?
Prices displayed on our website are excluding taxes in Euros (€), which means that you may be responsible for paying customs duties and taxes upon receipt of your order. Import taxes, customs duties and related fees may be charged once your order reaches its final destination, and are determined by your local customs office. Payment of these fees and taxes is your responsibility and will not be borne by us. We are not responsible for delays caused by your country's customs. For more information about these fees, please contact your local customs authority.
How can I return an item?
Please contact us at support@serenviva.com .
What should I do if the items I received are defective, incorrect or damaged?
Please contact us if you have received incorrect, missing or defective products. Please include your order number, photographs of the items and any references related to receiving the package . We will do our best to resolve your case as quickly as possible.
When will I receive my refund?
All refunds will be credited to the original form of payment. If you paid by credit or debit card, your refund will be sent to your issuing bank within 7-10 business days of receiving your returned item or cancellation request. For questions about when your refund will be reflected in your account, please contact your bank. If you have not received your refund yet, you can do the following: Contact your bank or card company. It may take some time for your refund to be processed in your account.