FAQ

Frequently Asked Questions

When will my order arrive?

We check and pack your order within 1–2 business days (Monday to Friday). Delivery then takes 5–10 business days after dispatch, so 6–12 business days in total from the moment you order. You'll get a tracking link by email as soon as your parcel leaves the warehouse. Full details: Shipping & Delivery.

How much does shipping cost?

Standard shipping is free Australia-wide on every order — no minimum.

Do you offer express or same-day delivery?

No. Our pieces ship from our fulfilment partner's warehouse overseas, so we can't honestly promise an express window — and we'd rather not promise what we can't keep. Every order is tracked and travels the same way: 5–10 business days after dispatch.

How do I track my order?

Your tracking link is emailed to you the moment your order is dispatched, and you can look it up any time on our Track Your Order page. Allow 1–2 business days for the first carrier scan to appear. If your tracking hasn't moved for 7 business days, email support@sereinelabel.com and we'll chase it for you.

Do you ship outside Australia?

Not at the moment — we ship to Australian addresses only, in every state and territory, including regional and remote postcodes.

Are your prices in Australian dollars, and will I pay GST or customs duties?

All prices are in Australian dollars (A$). Prices include tax — we never add tax at checkout: GST, where it applies to your order, is already in the price you see. No customs duties apply to orders under A$1,000, so there is nothing extra to pay when your parcel arrives. The price at checkout is the price you pay.

What size should I order?

Our clothing is labelled S–2XL. Measure your bust, waist and hips and take the row in the body chart on the product page that fits your largest measurement; our Size Guide converts that to AU 8–16 and to UK, US and EU. Where the maker supplies flat garment measurements for a style, they sit on that product's page too — that is the finished garment measured flat, not your body. A relaxed cut reads larger than you; a stretch or bodycon style can read smaller, because the fabric gives. Still unsure between two sizes? Email support@sereinelabel.com with your usual AU size and the style you're looking at, and we'll tell you what we'd pick.

What size should I order in shoes?

Our shoes are labelled in Australian women's sizes, with the EU size beside them. Measure your foot heel to toe and take the size whose foot length is equal to or just above your own — the foot-length figures sit in the size chart on the product page. Our Size Guide converts AU to UK, US and EU. Still unsure between two sizes? Email support@sereinelabel.com with your usual AU shoe size and the style you're looking at, and we'll tell you what we'd pick.

Can I exchange an item for a different size or colour?

Yes. Email support@sereinelabel.com within 30 days of delivery — or send us the same details through our return and exchange form — and we'll arrange an exchange for the same item in your preferred size or colour, subject to availability. You post the original back (return postage is paid by you). Once your return arrives and has been checked, we send your replacement within 1–2 business days. If your size or colour has sold out by then, we refund you instead.

How do refunds work?

Email us within 30 days of delivery — or use the same return and exchange form — and we'll confirm your return authorisation and the return address. Items need to be unworn, unwashed and in original condition with tags attached. There's no restocking fee. We refund your original payment method within 7 business days of your return arriving and being checked. On a change of mind the original shipping charge isn't refunded; if an item was faulty or incorrect, you get everything back. Full details: Returns & Exchanges.

What if my item arrives faulty, damaged or incorrect?

Email support@sereinelabel.com with your order number and a photo. In most cases we'll send a replacement or refund you straight away and you won't need to post anything back; if we do need it returned, we pay the postage. It never costs you anything. Our goods also come with guarantees that cannot be excluded under the Australian Consumer Law — those rights apply regardless of our 30-day policy.

Which payment methods do you accept?

Visa, Mastercard, American Express, Maestro and UnionPay, plus Shop Pay (with Shop Cash, if you have a balance) and Apple Pay. Every payment is processed over an encrypted connection by our payment providers — we never see or store your full card details. See our Payment Policy.

Can I change my delivery address or cancel my order?

Email support@sereinelabel.com with your order number as soon as you can. While your order hasn't been dispatched yet we can usually change the address or cancel it for a full refund. Once it's with the carrier, the address is locked in — but we'll always help you sort it out.

Questions? We're here to help

Email: support@sereinelabel.com
Customer support: Monday to Friday, Australian Eastern Time (AEST/AEDT, Sydney) — a real person replies to every email within 1 business day.
You can also use our contact page.

Store name: Sereine
Company name: Casper sale
Company number (KVK): 94159491
Warehouse address: Room A1, 11/F Winner Building, 36 Man Yue Street, Kowloon, Hong Kong, 999077, Hong Kong