9. FAQ Policy Page
Last updated: Today
We've answered some of our most frequently asked questions below.
If you can't find the information you're looking for, our Customer Care team will be happy to help.
How long does delivery take?
Orders are typically processed within 1–3 business days.
Once dispatched, delivery usually takes 3–7 business days.
Please note that delivery times are estimates and may occasionally vary during busy periods, public holidays or due to courier delays.
Where are your orders shipped from?
To provide an efficient fulfilment process and reduce unnecessary handling, some orders may be dispatched directly from one of our trusted fulfilment partners.
Depending on the product you've ordered, this may include fulfilment centres located outside the United Kingdom, including China.
Do you offer free delivery?
Yes.
We proudly offer Free UK Delivery on all orders placed through houseofsera.co.uk.
Where available, tracking information will be provided once your order has been dispatched.
Can I track my order?
Yes.
Once your order has been dispatched, you'll receive a confirmation email containing your tracking information (where available), allowing you to follow your parcel throughout its journey.
What is your returns policy?
We offer a 30-Day Money-Back Guarantee.
If you're not completely satisfied with your purchase, simply contact our Customer Care team within 30 days of receiving your order.
How do I return an item?
To request a return, simply email us at:
Please include:
- Your full name
- Your order number
- The email address used to place your order
- The reason for your return
- Clear photographs if your item is damaged, faulty or incorrect
Our Customer Care team will guide you through the return process.
Who pays for return shipping?
If you're returning an item because you've changed your mind, ordered the wrong size or no longer require the item, return shipping costs are the responsibility of the customer.
Where an approved return must be sent to one of our fulfilment partners in China, the customer is responsible for arranging and covering the return shipment.
This does not affect your statutory rights under applicable UK consumer protection legislation.
When will I receive my refund?
Once your returned item has been received, inspected and approved, your refund will be processed to your original payment method.
Please note that your bank or payment provider may require several business days to complete the transaction.
What if I receive a damaged, faulty or incorrect item?
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
Please include:
- Your order number
- A description of the issue
- Clear photographs of both the item and its packaging
We'll review your request promptly and work with you to find the best possible solution.
What payment methods do you accept?
We accept a variety of secure payment methods, including:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Shop Pay
- PayPal
Available payment options may vary depending on your location.
Is my payment secure?
Absolutely.
All payments are processed through trusted, encrypted payment providers.
House of Sera never stores your full payment card details.
Still Need Help?
If you have any questions that haven't been answered here, our Customer Care team is always happy to assist.
House of Sera
🌐 Website: houseofsera.co.uk
📧 Email: info@houseofsera.co.uk