Serein Queen Customer Care
Frequently Asked Questions
Clear answers about ordering, delivery, returns, refunds, sizing, and product care.
After checkout
Orders & tracking
How do I track my order?
When fulfillment and tracking are added to your Shopify order, the information appears in your shipping confirmation email and customer account. Visit Track Your Order to use the live Shopify pathway.
Will my items ship together?
Not always. Products fulfilled from different suppliers or warehouse locations may arrive in separate packages. Each shipment can receive its own tracking update.
Can I change my shipping address?
Contact us immediately. Address changes are only possible before processing, packing, or shipping begins. Once an order is in progress, the address may no longer be editable.
Can I cancel an order?
An order may be cancelled only if it has not started processing, packing, or shipping. Contact us promptly with your order number so we can review its current status.
On the way
Shipping & delivery
Where does Serein Queen ship?
Shipping is available to destinations shown at checkout. Availability, delivery estimates, and charges can vary by product, supplier, and destination.
Do you offer free shipping?
Free shipping may be available for eligible orders. The final shipping options and any charges are displayed at checkout before payment.
Why has my tracking not updated?
A carrier may need time to scan a package after a label is created. Check again after the carrier receives it. If the status remains unchanged for an unusual amount of time, contact us with your order number.
What if tracking says delivered, but I cannot find the package?
Check nearby delivery areas, household members, neighbors, and the carrier’s delivery details first. Then contact the carrier and Serein Queen with your order number and tracking information.
After delivery
Returns & refunds
What is the return window?
Eligible U.S. return requests must be submitted within 7 days of delivery and must meet the item-condition and supplier requirements listed on our Returns & Exchanges page and Refund Policy.
Do you offer exchanges?
No. We do not currently offer direct exchanges. If an eligible return is approved, you may place a new order for a different size, color, or style.
Which items are final sale?
Final-sale or hygiene-sensitive products can include beauty items, bodysuits, face masks, intimates, lingerie, jewelry, swimwear, and items identified as final sale. Review the product details and Refund Policy before ordering.
When will an approved refund appear?
Approved refunds are issued after the return is received, inspected, and approved. Your bank, card issuer, or payment provider may require additional processing time.
Before you choose
Sizing & products
How do I choose the right size?
Use product-specific measurements first because fit can vary by supplier, fabric, stretch, and cut. Our Size Guide provides general measurements and fit tips.
What if I am between sizes?
Consider sizing up for additional comfort, especially in fitted or low-stretch pieces. For relaxed or oversized styles, your usual size may already include extra room.
What should I do if an item arrives damaged or incorrect?
Contact us as soon as possible with your order number, clear photos of the item and packaging, and a short description of the issue. Keep the original packaging until the review is complete.
Why might a color look different in person?
Color can vary slightly because of lighting, photography, screen settings, device displays, and supplier updates. Product descriptions and available variant images should be reviewed together.