All of our shipping is tracked. You will receive confirmation of your tracking number once your order has been shipped.Orders are processed and shipped Monday - Friday between 9am and 5pm and 11am - 12pm Saturday, excluding UK Bank Holidays.

If you are purchasing outside of the UK you may be subject to import duties and taxes, which are issued once the package reaches your country. Any additional charges for customs clearance must be covered by you as we have no control over these charges.

Canada Post Update

Canada Post has been on strike since 15th November 2024. The duration of this industrial action is not known at this stage. At this time RoyalMail and ParcelForce are dispatching to Canada. Please be aware that all items are being held until the end of the strike action and to expect significant delay. We will update you here when we have any more information.

Returns Policy

At Saint&Serenity we strive to ensure every customer is happy with their purchase. As a general rule, we do not accept returns. However, we understand that there may be exceptional circumstances where a return is necessary. To accommodate this, we have outlined the following returns process and conditions:

Initiating a Return Request

Customers wishing to return an item must first email us to register their return request. The email must include the following details:
• Full Name
• Order Number
• Reason for Return
• Item(s) to be Returned

Return requests must be made within 14 days of receiving the order. Items received outside of this period may not be accepted.

We will review your request and provide further instructions where appropriate.

Conditions for Returns
1. Saleable Condition:
• Items must be returned in a condition that allows them to be resold.
• Items that are unwrapped must have their seals intact and must be unused.
• Items that are wrapped must remain in their original cellophane packaging.
2. Excluded Items:
• For hygiene reasons, certain products are non-returnable, including:
> Brushes
> Hair Clips
3. Non-refundable Items:
• Items purchased during sale or clearance events are non-returnable.

Faulty or Damaged Items

If you receive a damaged or faulty item, please notify us within 48 hours of receiving your order by emailing us, including photographs of the issue. We will assess the situation and work with you to provide a resolution.

Customer Responsibility for Returns
• Customers are responsible for arranging the return of the items at their own expense unless the item is faulty or incorrect.
• We strongly recommend using a tracked delivery service and obtaining proof of postage, as we cannot accept liability for lost or undelivered returns.
• Proof of postage must be emailed to us as part of the return process.

Refund Process

Once returned items have been received by our warehouse team:
1. The items will be inspected to ensure they meet the conditions stated above.
2. We will contact you to begin the refund process.
3. We will determine the value of the refund based on the condition of the items and confirm this with you before issuing the refund.

Please allow up to 5-7 business days after the item has been received for inspection and refund processing.

For any questions or further clarifications regarding this policy, please do not hesitate to contact us at support@saintandserenity.com

Thank you for your understanding and cooperation.

Saint&Serenity