Winter Slim-Fit Long Sleeve Dress

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:

• Germany, Austria, Switzerland:
• Standardversand (6-11 Tage, mit Sendungsverfolgung): 9,95 €
• Expressversand (4-9 Tage, mit Sendungsverfolgung): 14,95 €
• Kostenloser Versand ab Bestellungen von 99 €
• Netherlands, Belgium:
• Standaardverzending (6-11 dagen, met track & trace): 12,95 €
• Expressverzending (4-9 dagen, met track & trace): 17,95 €
• Gratis verzending bij bestellingen boven 99 €
• Special Offer: For orders over 99 €, there is an option for faster shipping for only 4,95 €.

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

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:

• Verify Delivery Address: Confirm that the shipping address provided is correct.
• Check with Others: Ask household members or neighbors if they accepted the package on your behalf.
• Contact Carrier: Reach out to the carrier for detailed delivery information.
• 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

Direct Shipping: We may ship orders directly from our manufacturers or from the closest warehouses of our global partners to minimize transit times and reduce our carbon footprint.

Environmental Commitment: This approach helps streamline our operations and contributes to environmental sustainability.

Limitations of Liability

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:

• Email: info@srenus.com
• Contact Form: srenus.com/contact

Please read our return policy carefully. By making a purchase with us, you agree to the following terms.

Returns and Exchanges

If you are not completely satisfied with your purchase or if the item does not fit, we are happy to accept returns or exchanges. We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return or exchange.

Eligibility for a Return

• Condition: The item must be in the same condition as when you received it—unworn or unused, with tags, and in its original packaging.
• Proof of Purchase: A receipt or proof of purchase is required.
• Exceptions: Certain items cannot be returned, such as perishable goods, custom products, and personal care items. Please contact us if you have questions about specific items.

How to Initiate a Return

Contact Us: Email us at info@srenus.com to request a return or exchange. Please include your order number and a brief explanation of the reason for the return.

Return Authorization: Once your return is approved, we will provide you with a return shipping label and detailed instructions on how and where to send your package.

Prepare Your Package: Securely package the item to prevent damage during shipping.

Ship the Item: Use the provided shipping label to send the item back to us. Note: Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if:

• Defective or Damaged Items: If the item is defective or damaged, email us at info@srenus.com with photos and a description of the issue.
• Incorrect Items: If you received the wrong item, contact us so we can rectify the problem promptly.

We are committed to resolving any issues to your satisfaction, either by offering a replacement, a repair, or a full refund.

Exchanges

If you wish to exchange an item for a different size, color, or a different product:

• Initiate a Return: Follow the standard return process as outlined above.
• Place a New Order: After your return is approved, you may place a new order for the desired item. This ensures the item you want is in stock and ships to you promptly.

European Union 14-Day Cooling-Off Period

If you are a resident of the European Union, you have the right to cancel or return your order within 14 days without giving any reason, in accordance with EU consumer protection laws.

• Eligibility: The item must meet the return eligibility criteria as stated above.
• Time Frame: The 14-day period begins on the day you receive your order.
• Refunds: You will be reimbursed the full purchase price, including the cost of standard shipping.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

• Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.
• Processing Time: Please note that it may take additional time for your bank or credit card company to process and post the refund.
• Delayed or Missing Refunds: If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@srenus.com.

Incorrect or Missing Products

If you receive an incorrect or incomplete order:

• Incorrect Items: Contact us at info@srenus.com within 7 days of receiving your order. We will arrange for the correct item to be sent to you at no additional cost.
• Missing Items: Notify us immediately, and we will ship the missing item or issue a refund, depending on your preference.

Customs Duties and Taxes

International Orders: Customers are responsible for any customs duties, taxes, or fees imposed by their country's customs agency.

Customs Delays: We are not responsible for delays caused by customs clearance processes.

Compliance: Please ensure you comply with your country's import regulations to avoid any issues.

Shipping

• Return Shipping Costs: For returns due to defective, damaged, or incorrect items, we will cover the return shipping costs. For all other returns, the customer is responsible for return shipping costs.
• Original Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error.
• Lost or Stolen Packages: We are not responsible for lost or stolen packages confirmed to be delivered to the address provided for an order.

Order Cancellation

• Before Shipment: If you wish to cancel your order, please contact us immediately at info@srenus.com. If the order has not yet been shipped, we will process the cancellation and issue a full refund.
• After Shipment: If the order has already been shipped, you can return the item after you receive it by following our return process. Shipping costs incurred for the return will be the responsibility of the customer unless the return is due to our error.

Non-Returnable and Non-Refundable Items

• Final Sale Items: Certain items may be marked as final sale and are not eligible for returns or exchanges.
• Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.
• Perishable Goods: Items that are perishable or have an expiration date cannot be returned.

Warranty Claims

Some products may be covered by a manufacturer's warranty. Please refer to the product packaging or documentation for warranty information.

How to Claim: Contact us at info@srenus.com with details, and we will assist you in the warranty claim process.

Customer Responsibilities

Please ensure all personal and delivery information provided is accurate to avoid delays or misdelivery. Use products only for their intended purpose and according to the manufacturer's instructions.

Force Majeure

We are not liable for any failure to perform our obligations where such failure is as a result of Acts of Nature (including fire, flood, earthquake, storm, hurricane, or other natural disaster), war, invasion, act of foreign enemies, hostilities (regardless of whether war is declared), civil war, rebellion, revolution, or any other event beyond our reasonable control.

Changes to This Policy

We reserve the right to modify this return policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website.

Contact Us

If you have any questions or concerns about our return policy, please do not hesitate to contact us at info@srenus.com.