FAQ's

PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards and PayPal in our store.

HOW SECURE IS MY PERSONAL INFORMATION?
Our website adheres to the highest industry standards to protect your personal information with the best security solutions. Your credit card information and personal details are encrypted during transmission using SSL (Secure Socket Layer technology), to process payments safely.

ORDER TRACKING

MY TRACKING NUMBER IS NOT WORKING
90% of our orders have a tracking number available. However, it's possible that your order doesn't have a tracking number. Please contact us at serenityhijabs1@gmail.com if you need more information about your shipment that doesn't have a tracking code, and we'll do our best to get you some information about it! You will receive your tracking number by email within a few days of your order. You can then track your order using the code at our Track Order page. Please make sure you've entered your code correctly; the best way to do this is by using copy and paste.

HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED OUT?
When your items have been shipped, we will send a notification to the email and phone number you used at checkout. You can also check our online order tracking page for updates.

THE TRACKING SITE SAYS DELIVERED BUT I HAVEN'T RECEIVED MY PACKAGE YET
Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office, as they may hold the item for you.

SHIPPING & DELIVERY

DO YOU SHIP INTERNATIONALLY?
Serenity Hijabs ships worldwide every day. Shipping is available for most locations around the globe.

HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP OUT?
All items are subject to a handling period before they are shipped. Typically items leave our warehouse between 1-4 business days. We will notify you by email when your items have been shipped. 

MY ORDER DID NOT ARRIVE ON TIME, WHAT SHOULD I DO?
If for any reason your items do not arrive within 25 business days from the purchase date, please contact serenityhijabs1@gmail.com.

HOW LONG DOES SHIPPING TAKE?

  • Standard International Shipping: 8-20 business days.
    All orders will be shipped from our warehouse within 4 business days. In peak periods, please allow for up to 6 business days for shipments.

 

RETURNS & REFUNDS

WHAT IF I RECEIVE A DAMAGED / FAULTY PRODUCT?
If you have received a damaged or faulty product from Serenity Hijabs, please send us photographic or video proof of the damage, and we will send you a new item right away.

AFTER PURCHASE

I'VE PUT A WRONG SHIPPING ADDRESS /CHOOSE THE WRONG VARIANT! CAN I CHANGE?
If this happens to you, email us at serenityhijabs1@gmail.com as soon as possible, and we might be able to take care of it. However, we can't guarantee anything in this case, as all of our items are usually processed immediately after you order and ship out the same day or the day after. If your order has already entered the shipping process, we won't be able to stop it. Please contact us anyway, as we still care, and we'll try to help in any case. We know how frustrating it can be to pay for something you can't use. Please note: if we can't cancel the order, we won't issue a refund if you ordered your products to the wrong address.

MY PACKAGE IS STUCK IN CUSTOMS, WHAT CAN I DO?
Customs, postal services, and Serenity Hijabs are different entities; hence, we are not liable for any delays caused by customs or local post services and cannot be made responsible for the customs services in your country. Payment of customs charges and taxes is the responsibility of the recipient and will not be covered by us here at Serenity Hijabs. For further details of charges, please contact your local customs office. If your order is held up in customs, we suggest calling your country's customs department directly and asking them to release your items.

CAN I CHANGE MY SHIPPING ADDRESS?
Once you have placed an order, the information goes straight to the shipping department, which takes 1-4 working days to process. After which, the shipping department will send the tracking codes to data entry to update the tracking codes and send a shipping confirmation email to the customer. Hence, if you need to make any changes to your shipping address, please contact our customer service as soon as possible after you've placed your order, and we might be able to take care of it. Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.

NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.