Frequently Asked Questions - FAQ
Questions about the Purchase and Delivery Process
What payment methods are available at Serenyah?
We accept the following payment methods:
- Credit/Debit Card: Visa, Mastercard, American Express and UnionPay.
- Multibanco: Payment by bank reference.
- Others: GooglePay and ShopPay.
Does Serenyah have Free Shipping?
Serenyah offers free shipping on orders over R$99.00.
If your order does not reach this amount, the shipping cost will be automatically calculated in the shopping cart after you enter your address.
The amount may vary depending on your location, country and the shipping method chosen.
What are the shipping times?
Delivery time may vary between 4 and 12 business days , depending on the destination country and product availability.
Serenyah has warehouses strategically located in Europe, the United States of America and Asia .
Your order will be shipped from one of our centers, always aiming to offer the best option according to availability for you.
After shipping, we will send you an email with the tracking code so you can follow each stage of the delivery in real time.
To track your delivery, simply access our tracking page 📦
How can I track my order?
After shipping, we will send you an email with the tracking code so you can follow each stage of the delivery in real time.
To track your delivery, simply access our tracking page 📦
Questions about the products
What materials are used in Serenyah accessories?
At Serenyah, most of our pieces are made with high-quality materials to ensure beauty and durability.
We work mainly with:
- Stainless Steel: A resistant, hypoallergenic material that does not rust easily.
- Gold Plating: Gold-plated pieces that offer excellent value for money and long-lasting shine.
- 925 Silver: Classic and highly durable jewelry.
- Fine Jewelry: Some pieces are made from materials such as brass with a high-quality varnish coating for greater durability.
It is important to follow the care instructions to keep them in perfect condition.
How should I care for my Serenyah pieces?
To make your Serenyah pieces last a long time, follow these simple tips:
- Avoid contact with water, sweat, perfumes, creams and chemicals (such as alcohol gel and cleaning products).
- Remove items before bathing, swimming or exercising.
- Store them in a dry place and individually, preferably in velvet bags or boxes to avoid friction and scratches.
- Clean the parts gently with a soft, dry cloth after use.
What should I do if the piece darkens or loses its shine?
Darkening is a natural oxidation process, especially in plated pieces.
However, if you follow the care tips, the durability will be much greater.
To restore shine, you can use a polishing cloth or, in some cases, specific jewelry cleaning products.
Do they have a size guide?
Yes! To ensure you find the perfect size, especially for rings, we have a detailed guide with instructions on how to measure and choose the ring on the product page.
However, if you still have any questions, we'd be happy to help. Just contact us through the contact link on Serenyah's page.
Where are Serenyah products manufactured?
Our products are manufactured both locally and globally.
We carefully select our manufacturing partners to ensure our products are of high quality and fair value.
Questions about exchanges and returns
What is Serenyah's return and exchange policy?
We have a 30-day return policy, so you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the condition you received it, unused and unworn, with tags attached, and in its original packaging. You'll also need to present your receipt or proof of purchase.
To initiate a return, you can contact us at info@serenyah.com .
Please note that returns will need to be approved and shipped to the address provided by Serenyah customer service.
If your return is accepted, we will send you a return shipping label, as well as information on how to ship and where to send your package.
Items returned to us without a prior return request will not be accepted.
You can always contact us to answer any questions via info@serenyah.com .
For more information, please see our Serenyah Return and Exchange policy page.
What should I do if my order arrives damaged?
If your item arrives with a defect, please contact us immediately by email or through our chat available on the Serenyah page, sending photos and a brief description of the problem.
We will analyze the issue and provide instructions for exchange or refund as soon as possible.
Is the return shipping cost my responsibility or Serenyah's?
In case of manufacturing defect, the cost of return shipping is our responsibility.
In case of exchange for another reason (such as size or color), the return shipping costs are borne by the customer.
If the product is returned due to regret, the amount paid for the original shipping will not be refunded.
For more information, please see our Serenyah Return and Exchange policy page.