Shipping policy
Shipping & Delivery
Everything we send goes to an Australian address with tracking. Here's exactly what happens after you order, how long it takes and what it costs — including the parts most stores leave out.
Where we ship
We ship Australia-wide: every state and territory, including regional and remote postcodes. We don't ship outside Australia at the moment.
Processing time
Orders are checked and packed within 1–2 business days (Monday to Friday). Orders placed on a weekend or a public holiday are processed on the next business day.
Delivery time
Delivery takes 5–10 business days (Monday to Friday) after your order has been dispatched. Total time from order to doorstep is therefore 6–12 business days.
We'd rather give you an honest window than a fast one we can't keep. Our pieces are sent from our fulfilment partner's warehouse, which is why delivery takes longer than a local warehouse — and why we tell you up front instead of at checkout.
Shipping costs
- Free standard shipping Australia-wide on every order.
- No minimum order value.
We don't offer express or same-day delivery. If we can't guarantee it, we don't sell it.
Tracking
You'll get a tracking link by email the moment your order is dispatched. Allow 1–2 business days for the first scan to appear — a new tracking number often looks quiet for a day or two before it updates. You can follow your parcel any time on our Track Your Order page.
Orders with more than one item
Items in the same order can be packed and dispatched separately, so they may arrive on different days. Each parcel gets its own tracking link.
If your order is running late
First, check your tracking link — most delays are a carrier scan that hasn't updated yet. If your tracking hasn't moved for 7 business days, or you've passed the 10 business day delivery window, email support@sereinelabel.com with your order number. We'll chase the carrier and keep you updated. If a parcel is confirmed lost in transit, you get a replacement or a full refund — your choice.
Wrong address, or need to change it
Please check your delivery address carefully at checkout. If you spot a mistake, email support@sereinelabel.com as soon as you can with your order number and the correct address. We can change it while your order hasn't been dispatched yet; once it's on its way, the address is locked in with the carrier. If a parcel comes back to us because the address was incomplete or incorrect, we'll contact you to re-send it (postage payable by you) or refund the items.
Failed or unattended deliveries
If nobody is home, the carrier will usually leave a card and take your parcel to a nearby collection point. Parcels are generally held for a limited time before being returned to sender, so please collect yours promptly. If a parcel is returned to us, we'll email you to arrange the next step.
Prices, GST and customs
All prices are shown 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 is delivered.
Returns
Not right? See our Returns & Exchanges policy — email us or use the return form, and we'll take it from there.
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