Shipping Policy & Terms of Delivery
Thank you for shopping with Serina Cosmetics This Shipping Policy outlines the terms and conditions related to the shipment and delivery of products purchased from our website.
By placing an order with us, you agree to the terms outlined in this policy.
1).Order Processing
All orders are processed within 1–3 business days after payment confirmation.
Orders are processed Monday to Friday, excluding weekends and public holidays.
During high-volume periods such as promotions or holidays, processing times may be slightly delayed.
Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking details.
2).Shipping Locations
We currently ship to:
- United Arab Emirates (Local Delivery)
- GCC Countries
- International destinations worldwide
Shipping availability may vary depending on the destination country and courier service.
Certain countries may be restricted due to shipping regulations or courier limitations.
3).Local Shipping (UAE)
For orders within the United Arab Emirates:
Delivery Time:
1–3 business days after dispatch.
Shipping Fees:
- Free shipping on orders above 500 AED
- Standard shipping fee of 15 AED for orders below the free shipping threshold.
- Fast shipping fee of 20 AED for orders below the free shipping threshold.
Delivery is completed through trusted courier partners such as Aramex, DHL, or other local delivery services.
4).International Shipping
We offer international shipping to most countries worldwide.
Estimated Delivery Time:
5–14 business days depending on the destination and customs processing.
Shipping rates are calculated at checkout based on:
- Destination country
- Package weight
- Shipping method
Delivery times may vary due to customs clearance procedures, local courier operations, or unforeseen circumstances.
5).Customs Duties, Taxes & Import Charges
International orders may be subject to:
- Customs duties
- Import taxes
- Handling fees
These charges are determined by the destination country’s customs authority and are the responsibility of the customer.
We are not responsible for any delays caused by customs clearance.
6).Shipment Tracking
Once your order has been shipped, you will receive a tracking number via email or SMS.
Please allow 24–48 hours for tracking information to become active in the courier’s system.
7).Delivery Delays
While we aim to deliver within the estimated timeframes, delays may occur due to:
- Customs clearance procedures
- Courier service disruptions
- Incorrect shipping information
- High shipping volume periods
- Weather conditions or force majeure events
We will notify customers of any major delays whenever possible.
8).Incorrect Shipping Address
Customers are responsible for providing accurate shipping details.
If an incorrect address is provided:
- We are not responsible for lost shipments.
- Additional shipping charges may apply for reshipment.
Please contact us immediately if you need to correct your address before the order is dispatched.
9).Lost or Damaged Packages
If your order arrives damaged or missing, please contact us within 48 hours of delivery.
Provide:
- Order number
- Photos of damaged products or packaging
We will investigate the issue with the courier and provide a replacement or refund where applicable.
Once the package has been handed over to the courier, delivery is subject to the courier’s responsibility.
10).Failed Delivery Attempts
If the courier attempts delivery and the package cannot be delivered due to:
- Customer unavailability
- Incorrect address
- Failure to pay customs charges
The package may be returned to us. In such cases:
- Reshipping fees will apply
- Original shipping costs may not be refunded.
11).Shipping Restrictions
Certain products such as perfumes, aerosols, or flammable cosmetic items may have shipping restrictions depending on international courier regulations.
If an item cannot be shipped to your location, we will notify you and provide an alternative solution or refund.
12).Contact Information
For shipping inquiries, please contact us:
Email: support@serinacosmetics.com
Phone / WhatsApp: +971555528172
Customer support is available Monday – Friday during business hours.
