How can we help you?

[ CUSTOMER SERVICE ]

ORDERING

WHERE TO SHOP

SERENEDE® is sold exlusively at SERENEDE.com and select retailers across the U.S. If you'd like to know more about our stockists, please contact us


Be the first to know about new collections, restocks, and more by signing up for emails here. 

PROCESSING TIMES and FULFILLMENT

Orders are processed pending item availability and payment approval. During high-volume periods, product availability may be subject to change while your order is being processed.

Most orders placed Monday through Friday will be processed and shipped within 1-3 business days.

Orders placed on Friday or over the weekend will start processing on Monday and ship within 1-3 business days.

Once order processing is complete, you will receive an email with tracking information.

 

At SERENEDE®, our top priority is to provide you with the best experience possible. We will make every effort to fulfill your order in its entirety; however, if any items are not available we'll only charge for what's in stock and refund anything else. While it's an exception rather than a rule, there may be rare instances where we have no choice but to decline orders—we want nothing more than for each purchase from us to go as smoothly as possible.

ORDER TRACKING

Once your order has been shipped, you will receive an e-mail notification containing the shipment tracking information.

Your order may arrive in several shipments. You will receive a separate e-mail notification for each shipment.

TAXES

To the extent that we are required by law to charge and collect taxes on products that we sell, such taxes are charged based on the tax laws applicable to the location to which the order is being shipped or delivered. At checkout, all appropriate taxes will be added to the order total. The tax amount displayed during checkout is an estimate of the tax applicable to your order. This amount may vary slightly from the actual amount of tax payable in connection with your order due to different tax rates which apply as a result of the origin and destination of the item(s) being purchased, as well as other factors.

PAYMENT OPTIONS

CREDIT CARDS

We accept Visa, MasterCard, American Express, and Discover cards. Payment is taken once your order has been shipped.

ALTERNATIVE PAYMENTS

Shop Pay, Amazon Pay, Apple Pay, and Google Pay

PAYPAL
When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review before clicking 'Pay Now'. 

Once this transaction is complete, you will then return to serenede.com.


ORDER CANCELLATIONS

We are unable to change or cancel an order after you've placed it.


It is possible that your order may be canceled during high volume periods due to inventory selling out. If your order is canceled, all charges will be automatically refunded. We recommend trying to place your order again or signing up for our restock waitlist for the sold out item.


To ensure your security, we take additional steps in verifying the details on your order. If you receive a cancellation notification, please contact Customer Support for more information.

UPDATING ORDERS

Orders cannot be changed or updated once they are placed as they immediately start processing.

If you'd like to add another item to your order, please place a new order for the item.

CHANGING SHIPPING ADDRESS

Shipping addresses cannot be changed. We will only ship to the shipping address entered when the order was originally placed.

How do I protect my package with Route?

Route Green Package Protection offers you "peace of mind" package protection for all your orders at an affordable price. The cost to you is only around 1.5% of the cart value to fully protect your package if lost, damaged, or stolen.

Route Green Package Protection is available only on our website (serenede.com during the checkout process). 

It will be available on our mobile app soon. 

Do I need to have an account to place an order?

of course not, you’re welcome to checkout as a guest, but there are some perks if you have an account with us. 


you’ll have a quicker checkout process (a must when we release styles that sell out in minutes), an easy way to view your order status and order history, and you’ll receive email updates on our newest releases and special promotions.

I forgot my password, what should I do?

all you need to do is click “Lost Password?” on the login page and you’ll be redirected to a page where you can create a new password.

What is the status of my order?

Once your order has been processed and shipped, you will receive a shipment notification email along with a tracking number. 

The tracking number will let you see the progress of your order and estimated time of arrival. 

Please note that it may take 24 hours from the time your order is scanned by the carrier until you have updated information. 

you can also track your order anytime online by logging in to your ACCOUNT or by using our ORDER TRACKER; all you need is your order number and email address.

How long do I wait before I receive my order?

During this time please allow up 10-15 business days for order delivery. Once your order ship you will receive a tracking confirmation email. (Check spam folder)

I placed an order but haven't received an order confirmation yet. When will I get it?

there's a chance you might not have received your order confirmation if you entered your email address incorrectly. 

it also might be in your junk mail, please double check. 

if not, let us know and we'll send you another order confirmation.

I placed an order and noticed I got the wrong size, what do I do?

We strive to process orders as quickly as possible; unfortunately we will not be able to make any changes to your order if it has already been packed or shipped. Once an order is placed, we cannot modify the order. Please make sure your size and address are accurate BEFORE placing an order. 

You can check the status of your order here.

What if I need to modify my order?

Once an order is placed, it can not be changed, modified or canceled. Please make sure you select your correct waist size, enter your correct emailshipping address (include Apt #) and name.

Black Friday pricing is ONLY available from 11/27 12AM EST to 11/28 11:59PM EST. Black Friday pricing can not be applied to orders placed prior to this time. Our Black Friday event launch was announced prior to this date. Unfortunately we can not apply Black Friday pricing to orders placed outside this timeframe. 


I just received my order and some items are incorrect/defective. What should I do?

Items are defective if they are received damaged, or where a manufacturing fault occurs within 3 months (90 days) of purchase. After 3 months from your order date, items are not considered faulty and are as a result of normal wear and tear.


If your item is faulty upon receipt, you may return it for an exchange / store credit by logging into the RETURN CENTER.


If your item was incorrect and not what you ordered (please check your order confirmation email), please submit a photo of the tag and label by logging into the RETURN CENTER.


For international orders, please contact Customer Support

I'm having a problem with my order?

if you have questions or concerns about your order, received an incorrect item or if there was something wrong with your merchandise, please contact us (include your order #).

SHIPPING

Where does my order ship from?

All order are shipped from our warehouse in California.

What shipping options do you offer?

[ United States ] 

  • UPS® Ground /// Flat Rate of $15 [ FREE on domestic orders over $199 ] 
  • UPS® Signature Delivery /// Flat Rate $18.50 [ FREE on domestic orders over $399]

International: 

  • International shipping via DHL is available to the following countries: Canada, United Kingdom, Germany, France, Spain, Japan, Italy, Portugal, Mexico, South Korea, Netherlands, Australia, Sweden, Switzerland, and New Zealand.
  • Shipping fees vary by country between $19.99 to $29.99 
  • Duties and taxes included at checkout (prepaid).

Where do you ship to?

  • We ship anywhere within the United States.
  • International shipping via DHL is available to the following countries: Canada, United Kingdom, Germany, France, Spain, Japan, Italy, Portugal, Mexico, South Korea, Netherlands, Australia, Sweden, Switzerland, and New Zealand (duties and taxes are included at checkout (prepaid).

When will my order ship?

Order processing takes 5 business days --- pending availability and credit card verification. 

Once an order has been placed, it cannot be modified or canceled.

Please allow 5 business days for order fulfillment prior to shipping. 

If an order is placed on a Saturday or Sunday, it will ship out the following Monday (excluding Holidays).

You will receive a shipping confirmation email with tracking once processing is complete and your order ships out.

Once shipped, delivery time within the U.S. is 10 - 15 business days. 

Please note we DO NOT ship on weekends or holidays. 

How much is shipping?

United States

  • UPS® Ground /// Flat Rate of $15 [ FREE on domestic orders over $150 ] 
  • UPS® Signature Delivery /// Flat Rate $18.50 [ FREE on domestic orders over $199]

International shipping has been paused as of 06/09/22 at 11AM PST. Worldwide shipping will be back later this year.

Do you offer quicker shipping? I'll pay extra?

We do not offer expedited shipping at the moment. 

How do I track my order?

DOWNLOAD THE ARRIVE APP FOR EASY ORDER TRACKING with up-to-date NOTIFICATIONS.


After order processing and your order leaves our warehouse you will be sent an email notifying you of shipment information. 

In the email you will find your tracking number and shipping method. 

Once you click on the tracking number in the email, the shipment progress will be displayed. 

Please allow 24 hrs for tracking information to update online.

For your convenience, you can also find your tracking information within My Account (log in) in the Order History section or simply TRACK YOUR ORDER online. 


If it's been over 3 business days and you have NOT received tracking, please double check your spam inbox.

Why isn't my tracking number working?

Please allow up tp 36 hrs for tracking information to update on the  UPS® tracking tool or the ARRIVE app. 

I am placing an international order. Does the shipping costs include customs, duties, and/or taxes?

Duties and taxes are prepaid at checkout for all international orders. 

My tracking info states that my order was already delivered but I have not received it. What does this mean?

Once the postal service receives your order at the final sorting facility, it is scanned in and sometimes accidentally marked as delivered. Please allow a few hours for the post man to deliver your order.

If you still haven't received your order please contact the UPS® Support Center.

Once an order is shipped from our warehouse, the postal service (UPS®) is liable for the delivery.

SERENEDE® does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

If you purchased Route Package Protection please visit the Route Resolve Center


If you did not purchase Route Package Protection, and you believe your order was lost or stolen please file a claim directly with UPS®. 

Please note this manual process takes several weeks. Once an official claim is filed by the customer, UPS will send us the official claim through the mail. This process takes up to 4 weeks.

We will only issue store credit after UPS claims paperwork is received by our warehouse and verified. 

We can NOT control the timing of claims arriving at our warehouse.  

My order got "returned to sender," what happens next?

This can happen if:

1. an address is invalid or missing information

2. the carrier is unable to deliver your package 

3. the order is refused by the customer at the time of delivery. 

Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge and a restocking of $6 + $1per item and for each additional item. 

We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. 

Instead, please use the SERENEDE® E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.

We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, zip codes, destination country, and route information (if applicable) are critical to ensuring delivery. 

SERENEDE® does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

My order has already been shipped but I need to update the address. What should I do?

Once an order is placed by the customer it can not be modified or canceled. All orders go directly into fulfillment as soon as the order is placed. 

 

If you'd like to update your address please contact UPS directly to manage your delivery (1-888-742-5877) or sign up for UPS My Choice to manage your shipment.


For international orders, you can manage your delivery with DHL at this link

RETURNS

RETURN POLICY

We accept returns of domestic orders within 10 days of the delivery date. All sales final on discounted, sale, or promotional items. 

Outbound shipping fees from the original order are not refundable.

Products must be returned unworn, unwashed, in their original condition and with all tags attached. Please include the original order packing slip in your return package. Returns cannot be combined with multiple orders. Limit one return request per order. 

We ask that you try-on your purchase and request a return if you are not satisfied with your order. 

We reserve the right to refuse returns that show signs of wear or do not meet the above criteria and do not pass inspection.

All orders placed during Black Friday/Cyber Monday/Sale Items are final sale and can not be returned, refunded or exchanged. All promotional orders are final sale, including those when a promo code is applied. 

International returns are not accepted.

Please visit our RETURN CENTER to read our full return policy. 

HOW TO REQUEST A RETURN

Domestic returns:

For domestic orders, please click here to submit a return.

Follow the steps at the portal to request your return. Please include the original order packing slip in the return package. Once your return has been approved, you will receive further instructions via email.

International orders can not be returned. 

REFUNDS

Once your return is received and inspected, we will notify you if your return is accepted or declined. This process can take up to 15 business days from the date your return tracking information shows delivered.

If your return for refund is accepted, your refund will be processed and applied to the original method of payment.

Note that refunds can take up to 15 business days to appear on your bank account due to varying processing times of financial organizations.

All orders placed during Black Friday weekend are final sale and can not be returned, refunded or exchanged. All promotional orders are final sale, including those when a promo code is applied. 

SHIPPING FEES

Outbound shipping fees from the original order are not refundable.

How do I return or exchange my order?

To request a return, visit our RETURNS CENTER. Please allow 36 hrs for all return requests to be reviewed. 

ALL SALES ARE FINAL ON [ BLKFRIDAY/CYBERMONDAY ] ORDERS

What is your return / exchange policy?

We accept Free Returns within 10 days of receiving your order (delivery date).

For all returns / exchanges we ask that all items are returned in original condition, unworn, tags are intact, and packaging material is present. 

We will refund you (minus original shipping charges and restocking fee) for all returns within the above stated guidelines. 

We will not accept any items that are not in this condition. Stained, worn, or used items will be rejected at the time of inspection in which you will be responsible for a $15 rejected return shipping charge to retrieve your worn item(s). DO NOT RETURN WORN, USED or SMELLY ITEMS. 

All Black Friday, Cyber Monday, and discounted orders (using promo codes) are final. Returns, refunds or exchanges can not be made if an order is placed during these promotional sales.  

To submit a return online, please visit our RETURN CENTER.

I can't find my order number?

If you don’t have your order number or you received the item as a gift, please contact us we will be glad to help you get your order number.  

How long does it take to refund my money after I return it?

We will process your return as quickly as we can and will refund you (minus shipping + restocking fee) in the same method you paid. 

We will fully process your return within 10 business days of receiving your returned order at our warehouse; it may take longer for the refund to post to your account.

When will I get my refund?

We understand that you want to get your refund ASAP. 

Please allow 15 business days for your refund to reflect back into your account. This process varies by financial institution. If you have received this email, your refund has already been successfully made on our end, you must allow your bank the time to finalize this process. Please be patient

Sometimes, refunds might not show up in your account until your credit card’s next monthly billing statement. 

Thank You

I requested a refund, why is the total different?

Customers selecting a refund will receive a full refund minus a $6 restocking fee + $1 per item.

If you would prefer an exchange or store credit, you will not be charged a restocking fee.

(damaged or exchanged returns are exempt from the fee.)

PRODUCT INFO

Where can I find customer reviews about SERENEDE®?

if you'd like to read our full list of reviews click HERE to go to our CUSTOMER REVIEWS page. 


in addition, we have product specific customer reviews under each style in the description, just look for the stars ★★★★★

Are your jeans authentic?

all of our products are 100% authentic and come directly from SERENEDE®

our premium denim comes with branded hardware and hang tags ( for authenticity. )

feel free to contact us if you have any concerns, we're here to help.

What are skinny jeans?

skinny jeans are tapered and fitted from the waist down to the ankle --- if you want your jeans looser (slim /straight), we suggest you size up. 

I don't know what size to get, what do you recommend?

we suggest you go with your regular waist size if you like your jeans fitted.


if you want your jeans less snug, go ahead and size up. 

What's the length of your jeans?

all of our jeans come with an industry standard inseam:

    • sizes 28" - 34" = 32"L
    • sizes 36" - 44" = 34"L

How do I wash SERENEDE® jeans?

to maintain the longevity of your SERENEDE® denim please wash cold and hang dry (not in the sun) for proper maintenace.

How do I find out when new styles are releasing?

you can stay updated with our latest drops by signing up to our VIP MOBILE NOTIFICATIONS or by following us on Instagram.

When do you restock?

Due to high demand, we try to restock our most popular items, but we’re not always able to. 

if there’s a specific item you want that’s sold out, we recommend subscribing to our VIP MOBILE NOTIFICATIONS here or following us on our social channels (Instagram, Facebook, Twitter) for the latest updates on our new releases.


IF AN ITEM IS LISTED AS SOLD OUT, IT IS UNAVAILABLE FOR PURCHASE.  You can click the "Don't See Your Size?" link on the product page and sign up to receive additional email restock notifications. 


We can also check our stockists who may have additional inventory; to do so please email contact@serenede.com --- in the message add the city, denim style and size you're interested in.

WHAT IF MY ITEM IS FAULTY?

Goods are faulty if they are received damaged, or where a manufacturing fault occurs within 3 months (90 days) of purchase. After 3 months from your order date, items are not considered faulty and are as a result of normal wear and tear.


If your item is faulty upon receipt, you may return it for an exchange / store credit by logging into the RETURN CENTER .

For international orders, please contact Customer Support

PAYMENT

What payment methods do you accept?

We accept all major credit cards** (Visa, MasterCard, American Express, Discover) You can also pay with ApplePay, PayPal, Amazon Pay, and Google Pay accounts.

Please note if you use PayPal, products can only be sent to the address listed on the account.  

Additionally, debit cards with a Visa or MasterCard logo are accepted

** shipping and billing addresses MUST match the cards registered address with your financial institution. 

Why was my payment declined?

There’s a few different reasons why your card was declined and not processed:


1. Insufficient funds


2. Failed postal zip verification (must match billing)


3. Failed CVV security code verification 



you will most likely see a “pending transaction” charge on your bank statement;  no worries it can take up to 2 business days for your bank to release the funds back to your account. 


If you’d like to place a reorder please make sure you follow the necessary info above or try using PayPal at a checkout.

My card was charged, but I don't think my order went through. What should I do?

first double check your spam inbox for a confirmation email, sometimes they get sent there.


still no luck? it is likely your card got declined for the following reasons:


1. Insufficient funds


2. Failed postal zip verification (must match billing)


3. Failed CVV security code verification 



you will most likely see a “pending transaction” charge on your bank statement;  no worries it can take up to 2 business days for your bank to release the funds back to your account. 


If you’d like to place a reorder please make sure you follow the info above or try using PayPal at a checkout. 

Will I have to pay sales tax?

we'll only charge the total amount shown in your bag (in USD)+ tax. 

all orders shipped to Louisiana or California addresses are subject to sales tax and may be subject to local taxes. 

orders delivered to all other U.S. states will NOT be subject to any sales tax.

CANCELED ORDERS

Why was my order canceled?

we try our best to allow all online orders to go through, but unfortunately fraud sometimes occurs. 

our security system automatically cancels orders that are red flagged with specific fraudulent triggers. 

if your order was cancelled incorrectly due to fraud, please email contact@serenede.com the following information: Your order number, Photo ID, and a photo of the credit card you wish to use. 


we work with law enforcement to build cases on individuals who conduct online fraud. We will prosecute to the furthest extent of the law for such actions.


My order was canceled, what do I do next?

If your order was canceled incorrectly due to fraud, please email support@serenede.com the following information: Your order number, Photo ID, and a photo of the credit card you wish to use. 


DO NOT PLACE A REORDER WITHOUT APPROVAL, IT WILL GET CANCELED EVERY TIME.

My order got canceled, where's my money?

Please allow 7-10 business days for your refund to reflect back into your account. This process varies by financial institution. If you have received this email, your refund has already been successfully made on our end, you must allow your bank the time to finalize this process. Please be patient

PROMO TERMS

Can I use more than one promo code in my order?

only one promotion can be used per order unless stated otherwise. 

Why doesn't my promo code work?

promotional codes are entered during the checkout process after you've entered your shipping/billing details.. 

certain thresholds or items may be required as stated in addition, most codes will have an expiration date and are ONE-TIME USE ONLY. 

please note that copy/paste of codes may not work - it is best to key in the code (codes are case sensitive.) 

keep in mind, only one promotion code may be applied per order.

How do I find out about your promotions?

you can find out about our promotions by signing up to our VIP MOBILE NOTIFICATIONS or by following us on Instagram.

I placed an order before a sale, can I get a refund for the difference?

Black Friday promotional pricing is ONLY available from 11/24 12AM EST to 11/26 3PM EST. Black Friday pricing can not be applied to orders placed prior to this time. Our Black Friday event launch was announced prior to this date. Unfortunately we can not apply Black Friday pricing to orders placed outside this timeframe. 

Cyber Monday promotional pricing is ONLY available from 11/27 12AM EST to 11/28 5:03PM EST.

 

2023 sale even times have been updated. Previous timeframes were for the 2022 season.