Shipping policy

From the United States to the bag you make your own.

Where your order ships from

Orders placed on this website ship from the United States. We arrange dispatch through our own logistics partners. Our business operator is registered in Hong Kong; its correspondence address is not the dispatch or return address.

Preparation and delivery

Preparation is the time needed before dispatch. Use the estimate on your selected product page: the brown flower currently has a 3–5 day preparation estimate; the bunny and butterfly designs currently offered have a 1–3 day estimate. Other designs may differ.

Transit is usually 5–8 business days after dispatch. Preparation and transit are separate. A delivery estimate is not a guaranteed arrival date; carrier disruptions, holidays and customs checks for international orders can affect transit.

US shipping

Standard US shipping is free with no minimum order. Any other delivery services offered and any applicable sales tax are shown at checkout before payment. Do not assume an expedited service is available unless it is offered for your order.

Other destinations and import duties

We accept orders only for destinations available at checkout. International shipping charges are shown there before payment. Mainland China is not a current selling destination.

We cover import duties for accepted orders. US domestic deliveries do not involve an import-duty payment by the recipient. If a carrier requests an import-duty payment, contact us with the notice before paying so we can check and resolve it. Sales taxes shown at checkout are separate from import duties.

Tracking your parcel

Your dispatch update will provide the available carrier and tracking details. Use the order-status link in your confirmation email to check your order. Carrier scans can take time to update; an unchanged scan alone does not mean the parcel is lost.

If preparation is delayed

If we cannot dispatch within the preparation time stated when you ordered, we will contact you with a revised estimate and the option to cancel the unshipped order for a full refund. Where your consent to a delay is required, we will obtain it or refund the unshipped order as required by law.

Late or missing deliveries

If an order is outside its estimated delivery window, or tracking suggests a problem, contact us. We will help investigate with the carrier; you do not have to manage the issue with the carrier alone.

If an order is confirmed lost or cannot be delivered, we will arrange a replacement at no extra charge or a refund. For an order arriving at least 7 days after the latest delivery estimate provided for that order, contact us for a full-refund assessment. Delays caused by an incorrect address supplied by the customer, refusal of delivery, or events outside reasonable control are reviewed separately, without limiting mandatory consumer rights.

Address changes and gifts

Check your delivery address before paying. Email us immediately if a correction is needed; we cannot guarantee an address change once dispatch has begun. If a parcel is returned because of an address error or refusal, contact us so we can explain the available options and any redelivery cost before arranging it.

For a time-sensitive gift, ask us before ordering. Allow for both preparation and transit; we cannot promise a date that has not been specifically agreed.

Contact the studio

info@sereneargent.com

For an existing order, include your order number and the email used at checkout. Do not send payment card details or passwords.