FAQs

Source Serenity – Frequently Asked Questions

How can I contact Source Serenity?

You can email us at support@sourceserenity.store – our customer service team will be happy to help with any questions or concerns!

Do you ship worldwide?

Yes, we offer worldwide shipping.

Where do you ship from?

We ship all orders from our warehouse in Hong Kong.

Can I change or cancel my order?

We aim to process orders as quickly as possible.
If you need to make changes or cancel your order, please contact us within 12 hours of placing it.
After 12 hours, changes or cancellations are no longer possible, but you're welcome to return your order for a full refund once it arrives.

What payment methods do you accept?

We accept the following payment methods:

  • All major credit cards (Visa, Mastercard, American Express)

  • PayPal

When will my order be processed?

All orders are processed and shipped from our warehouse.
Processing time is 1–3 business days, Monday through Friday (excluding weekends and holidays).
Orders ship the day after processing is completed.
Please allow extra time during holidays and promotional periods.

How long will it take to receive my order?

Due to high demand, orders typically arrive within 2–4 weeks from the shipping date.

What if I don't receive my order?

If your order hasn’t arrived within 30 days of shipping, you are eligible for a full refund.
Please contact us at support@sourceserenity.store.

Will I be charged customs and taxes?

Prices on our website are tax-free in US Dollars.
You may be responsible for import duties, taxes, or customs fees depending on your country’s regulations.
These fees are not covered by Source Serenity and must be paid by the customer.
For more details, please check with your local customs office.
We are not responsible for customs-related delays.

How do I return an item?

To initiate a return, please email us at support@sourceserenity.store with your order details.
We'll guide you through the return process.

What if I received a defective, incorrect, or damaged item?

We're here to help.
If your item arrives damaged, incorrect, or defective, please contact us with:

  • Your order number

  • Photos of the item(s)

  • A brief description of the issue

We’ll work to resolve your case as quickly as possible.

When will I receive my refund?

Refunds are processed to your original payment method.

  • For credit/debit card purchases, please allow 7–10 business days for the refund to appear.

  • For PayPal, processing times may vary slightly depending on your account settings.

If you haven’t received your refund yet:

  • Contact your bank or credit card provider, as it may take some time for the credit to appear in your account.