SHIPPING AND DELIVERY

Shipping Policy

Order Processing and Shipping

Orders are processed and shipped from Monday to Friday, excluding weekends and public holidays. The typical processing time for orders is 1 to 3 business days. We strive to ship all international orders to EU countries using reputable carriers such as FedEx, DHL, UPS, and Yun Express.

Estimated Delivery Time

The estimated delivery time, including processing, ranges from 5 to 11 business days. Please note that during peak periods—such as Black Friday, Cyber Monday, or the Christmas/New Year season—delivery times may be longer.

Shipping Costs

  • Orders Under €100: Shipping cost is €9.95.
  • Orders €100 and Above: Qualify for free shipping.

Order Confirmation and Tracking

  • Shipping Confirmation: Once your order is dispatched, a shipping confirmation email will be sent to you. This email will include your tracking number and a link to track your package.
  • Tracking Updates: Please allow 1 to 4 business days for your tracking information to update.
  • Missing Confirmation Email: If you do not receive a shipping confirmation, please check your spam folder or contact us at info@srenus.com.

Incorrect Shipping Information

Please ensure that all shipping details are correct when placing your order:

  • Address Accuracy: It is the customer's responsibility to provide accurate and complete shipping information.
  • Amendments: If you realize an error in your shipping details, contact us immediately at info@srenus.com. We will do our best to assist you.
  • After Dispatch: If the order has already been shipped, we may not be able to change the address. In such cases, additional shipping costs may apply for redelivery, which will be the customer's responsibility.

Delivery Issues

Delayed or Lost Deliveries

  • Carrier Delays: While we strive for timely delivery, there may be delays due to circumstances beyond our control (e.g., carrier delays, customs processing).
  • Assistance: If your order has not arrived within the estimated delivery time, please contact us at info@srenus.com. We will assist in tracking your order and providing updates.

Missed Delivery Attempts

  • Delivery Attempts: If a delivery attempt is unsuccessful, the carrier may leave a notice with instructions for redelivery or pickup.
  • Customer Action: Please follow the carrier's instructions to arrange redelivery or collect your package.
  • Return to Sender: If a package is returned to us due to unsuccessful delivery attempts, we will contact you to arrange reshipment. Additional shipping fees may apply.

Refused Deliveries

  • Do Not Refuse Packages: Please do not refuse delivery of your order. Refused shipments may incur additional costs.
  • Contact Us: If you wish to cancel an order after it has been dispatched, please accept the delivery and initiate a return as per our Return Policy.

Delivered But Not Received

If tracking information indicates that your order has been delivered but you have not received it:

  1. Verify Delivery Address: Confirm that the shipping address provided is correct.
  2. Check with Others: Ask household members or neighbors if they accepted the package on your behalf.
  3. Contact Carrier: Reach out to the carrier for detailed delivery information.
  4. Contact Us: If you still cannot locate your package, email us at info@srenus.com. We will work with you and the carrier to resolve the issue.

Please Note: We are responsible for your order until it is delivered to you. In cases of non-delivery, we will take appropriate steps to assist you.

Value Added Tax (VAT)

  • VAT Included: We pay the Value Added Tax (VAT) on all orders shipped within the European Union. The price you see at checkout includes VAT, and there are no additional VAT charges upon delivery.
  • Transparent Pricing: There are no hidden fees or surprises at delivery. The total amount paid at checkout is all you will pay for the product and shipping (if applicable).

Customs Duties, Taxes, and Other Fees

  • International Shipments Outside the EU: Orders shipped outside of the European Union may be subject to import duties, taxes, and fees levied by the destination country.
  • Customer Responsibility: Any customs duties, taxes, or fees (other than VAT within the EU) are the responsibility of the recipient. We have no control over these charges and cannot predict their amount.
  • Customs Policies: Customs policies vary widely; please contact your local customs office for more information.
  • Delays: Customs clearance procedures may cause delays beyond our original delivery estimates.

Supply Chain Adjustments

To minimize transit times and reduce our carbon footprint:

  • Direct Shipping: We may ship orders directly from our manufacturers or from the closest warehouses of our global partners.
  • Environmental Commitment: This approach helps streamline our operations and contributes to environmental sustainability.

Limitations of Liability

While we are committed to ensuring timely delivery:

  • Events Beyond Control: We are not liable for delays or failures in delivery caused by events beyond our reasonable control, such as natural disasters, strikes, or other unforeseen events.
  • Carrier Performance: We are not responsible for delays caused by the carriers once the package has been dispatched, but we will assist in resolving any issues.

Contact Us

If you have any questions or concerns regarding shipping, please contact our customer service team: