Have a question about placing your order, delivery or something else? Please view our answers to frequently asked questions below.

CONTACTING US

How can I contact you?

You can get in touch with our contact number 01625 877875 or email us at hello@serenitypoynton.co.uk

We’re also over on Facebook, Twitter and Instagram, so please do pop over and say hi!

PRODUCTS

I have seen a product, but it no longer seems to be in stock. Can you help?

Due to the popularity of our products, we do occasionally run out of stock on certain items. We do replenish the stock on a regular basis so if there is an item you would like that is currently showing as out of stock do call 01625 877875 or email us at help@serenitypoynton.co.uk as we will be able to let you know when we are expecting that item to return online.

PLACING YOUR ORDER

How do I place an order?

We accept online orders through our website only.

What forms of payment do you accept?

We accept payment by Visa, Visa Debit, MasterCard and Maestro cards and PayPal.

Do I need an account to place an order online?

No, you are not required to set up an account on our website to place an order.

Do you accept international orders?
Yes, please visit our page with all information here. (LINK TO DELV PAGE) We are delighted to say that we ship items worldwide on a daily basis. Delivery to Europe is £5.95 and £8.95 to the Rest of World. Delivery timescales are 5-7 working days to Europe and 7-10 working days for Rest of World.

What happens if I notice that my personal details are incorrect after I have completed the ordering process?

If you realise your personal details are incorrect once you have completed the ordering process please contact us at help@serenitypoynton.co.uk or 01625 877875 ensuring you provide your order number. Whilst we can’t guarantee that we’ll be able to rectify the issue, we will try our best to amend your order.

My payment method was not accepted, but I know that I have funds in my account. Can you please help?

Please contact us at help@serenitypoynton.co.uk or 01625 877875.

Can I amend my order after it’s been placed?

In most cases, we will be able to amend the order, but if the order’s already been processed, then this may not be possible.  Please call or email us in the first instance, and we’ll try our best to help. Please do bear in mind that most orders are processed on the day they are received.

I placed an order but did not receive an email confirmation.

Please check your junk and spam folders; this is the most common reason for not receiving emails. We recommend you add our email address help@serenitypoynton.co.uk to your address book to ensure you receive all future emails from us. If you’re still having trouble locating your emails, please get in touch with us on 01625 877875.

DELIVERY

How long will it take for my order to be delivered?

If your order is in stock and you select standard delivery you should receive your items within 2-4 days. For international orders, your order will take 5-7 working days to Europe and 7-10 working days for Rest of World.

Once your order is due to be dispatched, we will send an email to you to notify you that your order is on its way.

How much is delivery?

Standard tracked delivery is free. Tracked delivery to Europe is £XXX and tracked delivery to Rest of World is £XXX

Can you deliver to a different address than my billing address?

Yes, you can have your order delivered to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company/organisation in the address field.

Who do you use for delivery?

We use Royal Mail for all our deliveries.

RETURNS AND REFUNDS

How do I return an item to you?

We want your purchase to be totally perfect for you. We’re happy to accept the return of unsuitable items as long as they are returned in an original and non-opened condition (within 14 days of receipt for UK customers and 21 days for non-UK customers).

To return your order, please send to Serenity Health & Beauty, 65 Park Lane Poynton Cheshire SK12 1RD

How long does a refund take?

We will process the refund due to you as soon as possible (and, in any event, within 7 days of the day we received your returned product). We will usually refund any money received from you using the same method originally used by you to pay for your purchase.