Below FAQ are some common questions our customers ask before placing an order.
If you have other questions, please just send them to info@srenus.com.
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- Order and Shipping
- Returns and Exchanges
- Payments and Billing
- Product Information
- Account and Orders
- General Inquiries
Need Help?
If you have any issues or questions that need immediate attention, click the button below to chat with our Customer Service team.
If we're not available, feel free to send us an email at info@srenus.com, and we'll get back to you within 24 hours!
Order and Shipping
Q: How long does shipping take?
Shipping typically takes between 5 to 10 business days, depending on your location. We strive to process all orders promptly to ensure they reach you as quickly as possible.
Q: Can I track my order?
Yes! Once your order has been shipped, you will receive an email with a tracking link, allowing you to follow your package every step of the way.
Q: What shipping carriers do you use?
We partner with reliable international shipping carriers to ensure safe and timely delivery of your order.
Q: Do you ship internationally?
Currently, we focus on shipping within the EU, especially Germany, Austria, Switzerland, the Netherlands, and Belgium.
Returns and Exchanges
Q: What is your return policy?
ou can return any items within 14 days of receiving them, as long as they are unworn, unwashed, and in their original packaging. Please visit our [Returns Policy page] for more details.
Q: How can I return or exchange an item?
To return or exchange an item, contact our support team at info@srenus.com, and we will guide you through the return process. A return shipping label will be provided if applicable.
Q: Do you offer free returns?
At this time, return shipping costs are the responsibility of the customer unless the item is damaged or defective.
Q: What should I do if I receive a damaged or incorrect item?
We sincerely apologize for the inconvenience! Please contact us immediately at info@srenus.com, and we will arrange a replacement or refund.
Payments and Billing
Q: What payment methods do you accept?
We accept major credit and debit cards via Stripe, including Visa, Mastercard, and American Express. Currently, we only support card payments.
Q: How can I use a discount code?
You can apply your discount code at checkout. Simply enter the code in the "Discount Code" field, and the discount will be applied to your total.
Q: Why was my payment declined?
Payment may be declined for several reasons, such as incorrect card details or insufficient funds. Please double-check your information or try a different payment method.
Q: Will I receive an invoice for my order?
Yes, an invoice will be emailed to you upon completion of your purchase.
Product Information
Q: What materials are used for your products?
Our clothing is made from high-quality materials, carefully selected for comfort, durability, and style. For specific fabric details, please refer to the product description on each item’s page.
Q: How do I choose the right size?
We recommend consulting our size guide, available on each product page. If you're unsure about sizing, feel free to reach out to us at info@srenus.com for further assistance.
Q: Do you restock sold-out items?
We frequently restock our popular items, but availability may vary. Sign up for our newsletter to stay updated on restocks and new arrivals.
Q: How do I care for my clothing?
Each product comes with specific care instructions on the label. In general, we recommend washing at a low temperature and avoiding tumble drying to maintain the quality of the fabric.
Account and Orders
Q: How do I create an account?
You can create an account by clicking the "Account" button on the top right corner of our website and filling out the necessary details.
Q: Can I place an order without creating an account?
Yes, you can place an order as a guest. However, creating an account allows you to track your order history and enjoy a faster checkout process next time.
Q: How can I cancel or modify my order?
If you need to cancel or modify your order, please contact us as soon as possible at info@srenus.com. We will do our best to accommodate your request before your order is processed.
Q: How do I reset my password?
If you’ve forgotten your password, click "Forgot Password" on the login page and follow the instructions to reset it.
General Inquiries
Q: How can I contact customer support?
You can contact us via email at info@srenus.com, and we will be happy to assist you.
Q: What are your customer service hours?
Our customer service is available Monday to Friday from 9:00 AM to 5:00 PM and Saturdays from 10:00 AM to 2:00 PM.
Q: Do you offer gift cards?
At the moment, we do not offer gift cards, but we are looking into adding this option soon.
Q: How do I subscribe to the newsletter?
You can subscribe to our newsletter by entering your email address at the bottom of our homepage. Stay updated on new arrivals, special offers, and exclusive discounts!