Serena Hart strives to offer top quality products delivered on time at competitive prices with a high level of customer service. We aim to dispatch orders within 3 working days of receipt.
UK Delivery charges
Our postage charge is £2.95 for small items, £4.95 for regular items and £9.95 for larger items.
Shipping will be automatically calculated at the checkout page when both the delivery destination and service option is selected.
International Delivery Charge
Please contact our Customer Service Department for information regarding international orders, and a quote will be given depending on the item and country.
Customer Service Contact Details
Email: [email protected]
Telephone: 01582 761681
Address: 10 Bowers Parade, Harpenden, Herts AL5 2SH
Our Customer Service Department operates between 9.30am – 5.30pm Monday to Friday. Any emails or answer phone messages received outside these times will be dealt with at the earliest possible opportunity.
It is important to carry out the following Procedure upon Receipt of your Delivery in order to enable us to resolve your problem as efficiently as possible:
- Please always inspect the packaging for any visible signs of damage
- Open your delivery upon receipt and check that it contains all the goods which you ordered
- Check the packaging carefully before discarding it, as some items we supply are quite small and could be missed
- Check the goods correspond with your order
Please telephone our Customer Services Department if your delivery has not arrived within 3 working days of the estimated delivery date.
Damaged Items
If you think that your goods have been damaged during transit, please contact our Customer Services Department within two working days of receiving your delivery, in order to enable us to carry out any investigations
We will require full details including the nature of the damage, your name, order number and contact details.
Missing Items
If you feel certain after following the “Procedure upon receipt of your delivery” set out above, that an item is missing, please contact our Customer Services Department as soon as possible after receiving your delivery in order for us to locate your missing item. Please provide full details including the nature of the missing items, your name, order number and contact details.
Incorrect Items
If we have sent you an incorrect item please do not open this as we need to receive it back in the same condition as it was sent. Please email our Customer Services Department within two working days of receiving your delivery in order for us to investigate the error. Please provide full details including the nature of the problem, your name, order number and contact details.
Cancellation
To cancel your order, please notify our Customer Services Department in writing (by email, fax or letter) at any time before delivery or, if after delivery then before the expiry of seven working days after delivery. Please quote your name, order number and contact details.
If you cancel your order after delivery then you will be responsible for the cost of return package. However, we will pay the cost of delivering any substitute goods.
Returning Goods
You must take reasonable care of the item(s) and must not use them. An item may only be returned if it is in the exact condition in which it was delivered. Certain items cannot be refunded or exchanged unless faulty or sent incorrectly. These include products that you have unsealed or opened.
Item(s) may be returned by post. Always include the returns slip from the bottom of your Invoice/Receipt when returning goods.
Returned goods remain your risk and responsibility until they are received by Serena Hart. We strongly recommend that you use one of the Royal Mail’s premium services which are traceable or require or require a signature on delivery.
Exchanges and Refunds
Our Customer Service Department will decide, after discussion with you, whether Serena Hart will replace any defective or undelivered goods or issue a refund for the purchase price.
No refunds will be made unless the goods are returnable and we have received them back in the exact condition in which they were delivered within seven working days of your delivery. This refund will exclude the cost of delivering the product to you, and will not include the cost of returning the product to us.
Once goods have been received by Serena Hart at the returns address a refund will be processed to your credit card. Please allow up to 10 days for this process to be completed.
Please note that credit card companies will only allow refunds to be made to the card used to pay for the original order and that it can take as long as seven working days for a refund to be acknowledged by your credit card company.
Your statutory rights are not affected by anything contained in this Section.
Complaints
If you are unhappy with our service in any way, we would like to know. We will do everything we can to resolve your complaints to your satisfaction. Please telephone, email or write to our Customer Services Department – contact details given above.
For more information please view our Terms & Conditions.
