Shipping Policy

At Serena & Co Sydney, we are committed to delivering your order as quickly, safely, and efficiently as possible throughout Australia. We proudly serve customers across the country and work hard to provide reliable shipping, transparent tracking, and excellent customer service from the moment you place your order.

Below you'll find everything you need to know about our shipping process.

Order Processing

Once your order has been placed, our team begins preparing it as quickly as possible.

• Orders are typically processed within 1–3 business days.

• During busy periods, promotional events, public holidays, or high order volumes, processing may take slightly longer than usual.

• Orders placed on weekends or public holidays will begin processing on the next business day.

• Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Please note that once an order has entered processing, we are unable to guarantee changes or cancellations. If you need to make changes to your order, please contact us as soon as possible after placing it.

Delivery Times

Our estimated delivery time is 5–10 business days, depending on your location within Australia.

Please note that delivery estimates are not guaranteed and may be affected by factors outside our control, including:

• High demand periods

• Public holidays

• Customs inspections and clearance

• Weather conditions

• Courier network delays

We appreciate your patience if unexpected delays occur.

Shipping Method

To offer premium products at competitive prices for customers across Australia, we work with carefully selected international fulfilment partners. This allows us to provide high-quality products at exceptional value while delivering reliably to Australian addresses.

Orders are shipped directly from our trusted fulfilment partners. If applicable, customs duties or import taxes imposed by your local authorities remain the responsibility of the customer.

Shipping Costs

We are pleased to offer Free Standard Shipping on all orders throughout Australia.

There are no additional shipping charges at checkout unless otherwise stated during promotional events or for special delivery services.

Tracking Your Order

Every order includes a Track & Trace number.

Once your order has been shipped, you'll receive an email with your tracking information. Please allow 24–72 hours for tracking updates to appear after receiving your shipping confirmation, as courier systems require time to activate new tracking numbers.

Incorrect Shipping Address

Customers are responsible for ensuring that all shipping information is accurate before completing their purchase.

If you notice an error in your shipping address, please contact us within 24 hours of placing your order. While we will do our best to assist, we cannot guarantee address changes once an order has entered processing or has been dispatched.

Serena & Co Sydney is not responsible for orders delivered to incorrectly entered addresses.

Delivery Attempts

If no one is available to receive your parcel, the courier may:

• Leave the parcel in a safe location where permitted;

• Attempt a second delivery;

• Hold the parcel at a local collection point; or

• Return the parcel to the carrier.

Delivery procedures vary by courier and destination. We recommend monitoring your tracking information regularly to avoid missed deliveries.

Lost or Stolen Packages

Once tracking confirms that an order has been delivered to the shipping address provided, responsibility transfers to the customer.

If you believe your parcel has been lost or marked as delivered but has not been received, please contact us within 14 days of the delivery date. We will gladly assist by opening an investigation with the shipping carrier where applicable.

Please note that investigation outcomes are determined by the courier.

Questions?

If you have any questions regarding shipping, delivery, or your order, our customer support team is happy to help.

Email: info@serenacosydney.com