FREQUENTLY ASKED QUESTIONS

We ship every order with Aus Post express shipping. Please see approx. shipping timeframes below:

AUSTRALIA : 1-2 business days

NEW ZEALAND : 2-5 business days

USA : 3-6 business days

CANADA : 3-6 business days 

UK : 3-5 business days

Once you order has been packed and sent, you will receive an email notification with your Aus Post tracking number. You can follow your tracking number by entering it in the Aus Post tracking by clicking HERE.

If your order is more than 3 days overdue, please contact Aus Post or our customer care team and we will be happy to investigate it for you. Contact our customer care team HERE.

We ship all our orders using express shipping. See approx. delivery times below:

AUSTRALIA

1-3 business days

NEW ZEALAND

2-5 business days

USA

3-6 business days

CANADA

3-6 business days

UK

3-5 business days

We aim to get most orders out same day or next business day at the latest.

We offer free express shipping for all orders worldwide.

Your parcel will not need to be signed for, however, if there are no safe places to leave your parcel in the event that you are not home for delivery, the item will be left at the nearest post office for collection.

You will receive a notification and post card to notify you of your missed delivery and can pick up the parcel from the designated post office.

We accept refund/exchange requests on all full priced items within 30 days of receiving your order. To view the full returns policy visit our returns & exchanges page.

Underwear MUST be tried on over the top of your own underwear. Once a piece of underwear is worn on bare skin it cannot be returned.

To return or exchange any underwear, it must be returned in original condition; unworn, unwashed, and free from marks or stains.

Once you have sent your item back to us and we've received the item, your return request will be reviewed and processed within 2-3 business days. Please allow extra time for holiday periods.

Once we have processed your return, you will receive an email notification to let you know.

Your refund will be processed the same way as your original payment method. Eg. If you paid via PayPal the refund will be sent back to your PayPal account.

For optimal care of your Serena lingerie pieces please gently hand wash in cold water only.

♡ Do not use any harsh soaps or chemicals

♡ Avoid washing detergents that contain bleaching elements or ‘oxy-action’

♡ Do not rub or wring

♡ Do not iron or dry clean

♡ Line dry only, preferably in shade

Our Serena lingerie sizes are true to size. Please view our size guide found on each product page to identify your size