Shipping policy

SEREL — Shipping Policy

This Shipping Policy explains how and when your SEREL order will be delivered.

1. Shipping timeline
   All delivery timelines include processing, dispatch, and final delivery.
   Standard orders are delivered within 5 to 8 business days.
   Customized or made-to-order items are delivered within 10 to 14 business days.
   These timelines represent the maximum period in which your order will be delivered under normal conditions.

2. Shipping fees
   The first delivery attempt is free for all customers.
   If the customer is unavailable to receive the order and the package is returned to us due to non-delivery, the customer must pay the delivery charges for the re-attempt.
   Re-attempt shipping fees vary depending on the customer’s area and courier partner charges.

3. Possible delays
   Delivery may be delayed only due to reasons outside the brand’s control, such as courier operational issues, weather disruptions, state-level restrictions, area-specific crises, or any unforeseen circumstances. SEREL is not responsible for delays caused by such external factors.

4. Order tracking
   Once the order is shipped, a tracking link will be shared via email or SMS. Tracking updates depend on the courier partner and may take time to reflect.

5. Delivery address
   Customers must provide accurate and complete address details. SEREL is not liable for delays, failed deliveries, or lost packages caused by incorrect or incomplete information provided by the customer.

6. Failed delivery attempts
   If the courier is unable to reach the customer or deliver the package due to unavailability, unreachable contact details, or refusal, the package may be returned. Any re-delivery or re-attempt charges after a failed first delivery will be borne by the customer.

7. Damaged or lost packages
   If an order arrives damaged, customers must contact SEREL Customer Support within 48 hours with photos and order details.
   If a package is lost during transit, SEREL will coordinate with the courier partner for resolution. Resolution timelines may vary based on courier procedures.

8. Customer support
   For shipping-related questions, contact SEREL Customer Support:
   Email: team.serel@gmail.com