FAQ
❓ Serene Skin – Frequently Asked Questions (FAQ)
1. How long does delivery take?
Orders are processed within 2–3 working days. Standard delivery within South Africa takes 7–14 working days after dispatch.
2. Do you deliver outside South Africa?
Currently, we only deliver within South Africa. We’re working on expanding shipping to other countries soon.
3. How much does shipping cost?
Shipping costs are calculated at checkout, depending on your location. Occasionally, we offer free delivery promotionsor free shipping for orders over a certain amount.
4. How can I track my order?
Once your order has been dispatched, you’ll receive a tracking number via email or SMS to follow your delivery in real-time.
5. What if I want to return a product?
We accept returns within 14 days of delivery, provided the product is unused, unopened, and in its original packaging. For hygiene reasons, we cannot accept returns of opened skincare products unless they are faulty.
6. What if my product arrives damaged or incorrect?
If you receive a damaged or incorrect item, please contact us immediately with photos, and we’ll arrange a replacement at no extra cost.
7. Do you offer refunds?
Yes. Once your return is approved, refunds are issued to your original payment method within 7–10 working days.
8. Are Serene Skin products safe for sensitive skin?
Our products are formulated with gentle, skin-loving ingredients. However, everyone’s skin is unique — we always recommend doing a patch test before full use.
9. Are your products cruelty-free?
Yes. Serene Skin is committed to being cruelty-free. Our products are not tested on animals.
10. How do I know which product is right for me?
We provide detailed product descriptions and skin-type recommendations on every product page. If you’re unsure, you can reach out to our support team for personalized guidance.
11. Can I cancel my order?
Yes, you can cancel your order within 24 hours of purchase for a full refund. If the order has already been processed or shipped, cancellation may not be possible.
12. What payment methods do you accept?
We accept secure payments via credit/debit cards, EFT, and other trusted local payment gateways.
13. Do you offer discounts or promotions?
Yes! Subscribe to our newsletter or follow us on social media to stay updated on special offers, discounts, and giveaways.
14. How can I contact Serene Skin?
You can reach us through our Contact Us page, email, or social media channels. Our team is here to help with any questions.