Shipping & Returns
DELIVERY
We ship from Spain and Norway to:
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Norway
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the UK, including Guernsey, Jersey and Northern Ireland
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every EU country
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the United States
We also ship to most other countries. Questions about delivery to yours? Email contact@serena.no.
We prepare and dispatch every order within 48 hours. We ship with DHL, UPS or FedEx, and email your tracking number as soon as your parcel leaves us. Before dispatch, we may need to confirm your details with your card issuer.
SHIPPING RATES AND TIMES
Norway: 135 NOK, up to 14 days
EU: free, about 4 business days
UK: 250 NOK (about €23), about 7 business days
United States: 250 NOK (about €23), about 7 business days
Rest of the world: 250 NOK (about €23), times vary by destination
DUTIES AND TAXES
We ship from both Spain and Norway, so some orders cross a customs border on the way to you. Those orders may be charged import duties and taxes by the destination country. These are paid by the recipient and aren't included in our prices or shipping. The courier may collect them before or on delivery. All orders to the United States are subject to import duties, whatever their value.
RETURNS
Returns are free. Let us know within 14 days of delivery, then send the item back within 14 days of telling us.
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Email contact@serena.no with your order number and whether you'd like a return or an exchange.
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Pack the item in its original packaging, with the dust bag, authenticity card and leather tags.
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Attach the prepaid UPS return label included with your order, and drop the parcel at a UPS Access Point. Keep your proof of postage.
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If your return crosses a customs border, we'll email you a returns commercial invoice. Hand it to the courier with your parcel.
No UPS Access Point near you? Email us and we'll arrange another way to send it, at no cost to you.
Please return items unused and in the condition you received them. Handle light-coloured bags carefully while you decide, because dark clothing can transfer dye to light leather. We may reduce a refund if an item shows wear beyond what's needed to inspect it.
REFUNDS
We refund the item and your original standard delivery charge within 14 days of receiving your return, to your original payment method.
Bags personalised with your initials are made to order, so they can't be returned unless they're faulty. If anything is wrong with your bag, email contact@serena.no. This doesn't affect your statutory rights.