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Shipping Policy

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Serenity Haven
Email: serenityhaven13@gmail.com
Phone: 07985711170

Last updated: 23/02/2026

1. Order Processing

  • Orders are processed within 1–3 working days (Monday–Friday, excluding UK bank holidays).

  • Orders placed after 3pm may be processed the next working day.

  • During busy periods, processing times may be slightly longer.

You will receive an email confirmation once your order has been dispatched.

2. Shipping Methods & Delivery Times

We aim to dispatch all orders promptly using a reliable UK courier service.

Estimated delivery times (after dispatch):

  • Standard UK Delivery: 2–5 working days

  • Express UK Delivery (if selected): 1–2 working days

Delivery times are estimates and are not guaranteed.

Serenity Haven is not responsible for delays caused by courier services, weather conditions, or circumstances beyond our control.

3. Shipping Costs

Shipping costs are calculated at checkout based on:

  • Order weight

  • Order size

  • Delivery location

  • Selected shipping method

Any free shipping promotions will be clearly stated on our website.

4. Delivery Address

Customers are responsible for ensuring that the delivery address provided is accurate and complete.

Serenity Haven is not liable for orders delivered to incorrect addresses supplied by the customer.

If an order is returned to us due to incorrect address details, additional postage costs may apply for re-delivery.

5. Missed Deliveries

If you miss a delivery:

  • The courier may attempt redelivery, or

  • You may need to collect the parcel from a local depot

If the parcel is returned to us due to non-collection, additional shipping fees may apply.

6. Damaged or Lost Parcels

If your order arrives damaged:

  • Contact us within 48 hours of delivery

  • Provide your order number and clear photographs of the damage

If your parcel is lost:

  • Please contact us within 7 days of the expected delivery date

  • We will liaise with the courier to investigate

We will offer a replacement or refund where appropriate.

7. International Shipping

If you offer international shipping, include this section. If not, you can remove it.

  • Customers are responsible for any customs duties, taxes, or import charges.

  • Delivery times vary by country.

  • Serenity Haven is not responsible for delays due to customs clearance.

8. Risk & Ownership

Responsibility for the goods passes to you once the items have been delivered to the address provided at checkout.

9. Contact Us

For shipping queries, please contact:

serenityhaven13@gmail.com
07985711170

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