FAQ

Frequently Asked Questions (FAQ) – Serniba

Below are answers to the most common questions we receive about our products, services, and policies.

Need help with something else? Our customer service team is here for you:

📧 Email: help@serniba.com
📞 Phone: +44 808 501 3845
🏢 Address: 83 Foulden Road, London N16 7UH, United Kingdom

General Questions

How can I contact Serniba customer service?
You can email us at help@serniba.com or call us at +44 808 501 3845
Our support team is available during business hours and replies to all messages within 24 hours.

Orders & Shipping

How do I place an order?
Browse our collection, select your size and colour, add items to your cart, and complete checkout using our secure system.

Which payment methods do you accept?
We accept:

Credit/debit cards (Visa, Mastercard, American Express)
Digital wallets (Apple Pay, Google Pay)
Other major cards (Discover, JCB)

How long does delivery take?

Processing time: 1–2 business days (Monday–Friday)
Transit time: 3–7 business days (Monday–Friday) via Royal Mail or approved courier
Total delivery time: 4–9 business days from order placement

📌 Note: During holidays or sales events, delivery may take longer. Deliveries to remote UK areas may also require extra time.

Do you offer international shipping?
Currently, we only ship within the United Kingdom.

Is shipping free?
Yes — we provide free standard shipping on all UK orders, with no minimum spend.

Returns, Refunds & Exchanges

What is your return & exchange policy?
We accept returns and exchanges for both defective and non-defective items within 30 days of delivery.
All eligible returns include a free, downloadable pre-paid return label.

How do I return or exchange a product?

Email us at help@serniba.com within 30 days of delivery.
Include your order number, reason for the return or exchange, and photos if the item is defective.
Once approved, you’ll receive a free pre-paid return label and full instructions.
Pack your item(s) securely in the original packaging with all tags and drop it off at your nearest Royal Mail or approved courier location.

Are exchanges accepted?
Yes — we offer free exchanges within 30 days of delivery. You may request a different size, colour, or even a different product.

When will I get my refund?
After we receive and inspect your return, refunds are processed within 7 business days back to your original payment method in GBP (£).

Do you charge restocking fees?
No — we never charge restocking fees.

Products

Are your products high-quality?
Yes — our pieces are carefully selected and crafted with attention to comfort, durability, and detail.

How do I choose the right size?
Every product page includes a detailed size guide. If you need further help, contact our team and we’ll assist you in finding the right fit.

Do you offer sustainable products?
Yes — we are committed to responsible sourcing and include selected eco-friendly and sustainable options within our collections.

Account & Privacy

Do I need an account to place an order?
No — you can check out as a guest.
However, creating an account lets you:

Track your orders
Save shipping addresses
Speed up future purchases

Is my personal information secure?
Yes. We use SSL encryption and secure third-party payment processors (Stripe, PayPal, Apple Pay, Google Pay). Your privacy is also protected under our Privacy Policy.

How can I subscribe to your newsletter?
Scroll to the bottom of our homepage and enter your email address to receive updates on:

New arrivals
Exclusive promotions
Styling inspiration

Contact Us

If you have any questions or need assistance, our customer service team is here to help:

Serniba
📧 Email: help@serniba.com
📞 Phone: +44 808 501 3845
🏢 Address: 83 Foulden Road, London N16 7UH, United Kingdom

Operating Hours – Support Team (GMT – London):

Monday to Friday: 9:00am – 5:00pm
Saturday and Sunday: 10:00am – 2:00pm

Our team replies to all messages within 24 hours.

For more support, visit our Contact Us page.