Frequently Asked Questions
Explore our FAQ section for quick solutions to your questions.
Contact
How can I contact your team?
Reach out to our expert customer support at info@serenehaven.us or visit Contact us page
What are the response times?
We aim to respond within 24-48 business hours
What are your working hours?
Our team is available every day from 9 am to 5 pm GMT
Shipping and Delivery
How long will it take for my order to be delivered?
Handling and Processing Time
- Orders are processed within 1 to 3 business days.
- Then will be delivered from 4 to 9 days maximum.
- We ensure that all items meet our high-quality standards before shipment.
- Orders placed before 2:00 PM EST will be processed the same day.
- You will receive a confirmation email with tracking details once your order has been dispatched.
Do you offer international shipping?
We offer delivery services within the United Kingdom. In the future our products will be internationally available.
How do I track my order?
Once your order is shipped, you will receive a tracking number via email or SMS. You can copy this number and paste it in track your product page.
Returns, Exchanges and Cancellation
Can I cancel or modify my order after it's been placed?
We process orders quickly to ensure prompt delivery. If you need to cancel or modify your order, please Contact us ASAP to modify orders. Once shipped, orders cannot be changed/cancelled.
Is return shipping free?
Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part or a defective product. Please see our Return Policy page for more information.
How do I initiate a return or exchange?
To initiate a return or exchange, please contact our customer support team via email info@serenehaven.us with your order number and details of the item(s) you wish to return or exchange. We'll provide you with further instructions.
can I return my order?
We offer a 14-day money-back guarantee from receipt, with return shipping at our expense.
product information
Are your products authentic?
- Absolutely! We guarantee the authenticity of all our products. We source our merchandise directly from reputable manufacturers and distributors.
payment options
what payments methods do you accept?
We accept payment via credit/debit cards (Visa, Mastercard, American Express).
Is my payment information secure?
- Yes, we take the security of your payment information seriously. Our website employs industry-standard encryption and security measures to protect your personal and financial data.
Do you offer installment payment plans?
No, we do not offer installment payment plans at this time.
Do you accept cryptocurrency payments?
- At the moment, we do not accept cryptocurrency payments. We currently offer payment options via credit/debit cards (Visa, Mastercard, American Express).
Customer support
How do I contact customer support?
You can reach our customer support team via email at info@serenehaven.us or through our Contact Us page. We strive to respond to all inquiries within 24 hours.
What are your customer support hours?
- Our customer support team is available to assist you from 8 A.M to 8 P.M. You can reach us via email or through our Contact Us page.
Can I reach customer support via phone?
Currently, we offer customer support primarily through email and our online contact form. This allows us to efficiently track and respond to inquiries.
Damaged Orders
My order is damaged. What should I do?
Contact us via info@serenehaven.us or our contact page, providing photos or videos to expedite the process.
What payment methods are available?
We accept debit/credit cards (VISA, MASTERCARD, AMEX) and APPLE PAY.
Package Delivery
Will my package be hand-delivered?
Parcels are delivered to your mailbox, or in person if too large. If you're unavailable, a notice will be left for pickup at the nearest post office.
Purchases and Deliveries
Why buy from us?
Serene Haven provides:
- The largest meticulously curated selection of fitness and wellness tools.
- secure payment options.
- easy order tracking.
Do you ship worldwide?
Currently, we only ship within the United Kingdom, However, we're working on expanding our shipping options and will be offering worldwide delivery very soon. Stay tuned!
How long will it take for my order to be delivered?
Handling and Processing Time
- Orders are processed within 1 to 3 business days.
- We ensure that all items meet our high-quality standards before shipment.
- Orders placed before 2:00 PM EST will be processed the same day.
- You will receive a confirmation email with tracking details once your order has been dispatched.
- Deliver from 4 to 9 days maximum.
Location and Product Origin
How can I track my parcel?
Track your order here using your order number and email address.
My order is incomplete, what can I do?
Orders with multiple items may ship separately from our warehouses to expedite delivery. If all items aren't received within 20 business days, contact us for a shipment review.
Care Instructions
How should I store my yoga met?
Store your mat in a cool, dry place away from direct sunlight to prevent fading or damage.
Need additional help?
Contact Information
Company Name: Serene Haven MK TA LTD
Website Name: Serene Haven
Address: 128, City Road, London, EC1V 2NX, UNITED KINGDOM
Email: info@serenehaven.us
Phone: +447449623860
Company Number: +12065678912
Contact Form: Click here
Business Hour: From Monday to Friday: 9:00 AM – 5:00 PM (GMT)
Response Hour: We strive and expect to reply within working 24-48 Business hours on weekdays to most queries.