FAQ
Orders and Shipping
When will my order ship?
Orders are usually processed and shipped within 1–2 business days after payment is received. Processing may take longer during holidays or periods of high order volume.
How much does shipping cost, and when is it free?
Free standard shipping is available on U.S. orders of $150 or more. For orders under $150, shipping is calculated at checkout based on the weight and dimensions of the package. Shipping costs for items in the Equipment category may vary because of their size and weight. Shipping to Hawaii, Alaska, and Puerto Rico is calculated separately.
How long does delivery take?
After an order ships, delivery usually takes 2–5 business days. Delivery time depends on your location and the carrier. These timeframes are estimates and may change because of carrier delays, weather, or other circumstances.
How can I track my order?
After your order ships, you’ll receive a notification with a tracking number. Please check the text messages and email address provided with your order. Tracking information may not be available immediately.
Can I change my shipping address or cancel my order?
Contact us as soon as possible at sirena.beautyy@gmail.com if you need to change your shipping address or cancel your order. We can make changes only if the order has not yet been handed over to the carrier. Once it has shipped, the address can’t be changed and the order can’t be canceled. You may request a return in accordance with our Return and Refund Policy.
What should I do if my tracking says my package was delivered, but I can’t find it?
Contact us within 7 days of the delivery date. First, check your mailbox, the area around your home, your package room, the front desk or building management. You can also ask family members and neighbors if they accepted the package.
We’ll review the tracking information and, if needed, open an investigation with the carrier. If the carrier confirms that the package was lost or delivered to the wrong address, we’ll offer a replacement or refund. If the carrier confirms delivery to the address provided with your order, a refund or replacement isn’t automatic. We’ll review the circumstances and available delivery evidence.
Returns and Order Issues
Which items can I return?
You can request a return within 14 days of delivery. Items must be unused, unopened, and in their original packaging. Opened or used items can’t be returned unless they arrived damaged or defective, or the wrong item was sent.
Please contact us and receive approval before sending anything back. For standard approved returns, the customer pays the return shipping cost, and the original shipping charge is non-refundable.
What should I do if an item arrives damaged or I receive the wrong item?
Contact us within 7 days of delivery and include clear photos of the item, packaging, and shipping label. After we review your request, if it meets the conditions of our policy, Serena Nail Shop will replace the item or issue a refund at no cost to you.
What should I do if an item is defective?
If you discover that an item is defective, contact us within 14 days of delivery and include photos or other information showing the issue. After we review your request, if it meets the conditions of our policy, Serena Nail Shop will replace the item or issue a refund at no cost to you.
How do I request a return or exchange?
Email us at sirena.beautyy@gmail.com with your order number and the reason for your request. If an item is damaged or defective, include clear photos. Please don’t send anything back until your return has been approved and we’ve provided return instructions.
If you’d like a different item, the fastest option is to request a return of the original item, if it meets the return requirements, and place a new order.
When will I receive my refund?
After we receive and inspect your return, we’ll let you know whether your refund has been approved. Approved refunds are issued to the original payment method. Refunds usually take about 10 business days, but the time it takes for the funds to appear may depend on your bank or card issuer.
If more than 15 business days have passed since your refund was approved, email us at sirena.beautyy@gmail.com.
Accounts and Product Questions
How do I create or access my account?
Click My Account at the bottom of our website and enter your email address. Shopify will send you a sign-in code. You don’t need to create an account in advance; if you’re signing in with that email for the first time, Shopify will create a customer profile.
Who can I contact if I have a question about a product?
Email us at sirena.beautyy@gmail.com. If possible, include the product name and a detailed description of your question.