Help Centre

How can we help?

Answers to the questions we hear most about sizing, delivery and returns. Can't find yours? We're happy to help.

Ordering & sizingFind your size and place an order DeliveryCosts, timings and tracking Returns & refundsOur 15-day returns policy Contact usTalk to a real person

Ordering & payment

How can I contact the store?
By phone: Call +44 1612 224 050 (Monday–Friday, 9:00 AM–6:00 PM). Online: browse our latest designs 24 hours a day at www.houseofserene.co.uk. By email: you can email orders to sale@houseofserene.co.uk — please state size, colour, quantity, design number, your contact details and postcode. By post: 591 Stockport Rd, Levenshulme, Manchester, M13 0RX, United Kingdom.
Which payment methods do you accept?
We accept Visa, Mastercard and American Express card payments, securely processed by Stripe, as well as PayPal. You can also pay by cheque, postal order or bank transfer — please contact us first. All prices are in GBP.
Am I charged as soon as I order?
Yes — your card is charged on the day you place the order.
What is a credit card security number?
The card security code on most cards is a three-digit number on the signature strip on the back of your card. It gives extra protection when shopping online, because only the person holding the card can see it — it isn't printed anywhere else and doesn't appear on receipts.
Do you sell wholesale?
Yes, we do wholesale. For more information contact us or call +44 1612 224 050.

Delivery

Will you charge delivery each time?
UK delivery is £5.95 per order, however large the order is, and free on orders over £100. Full delivery details.
How much will I be charged for postage and packaging?
Within the UK it's £5.95 (free over £100). For other countries the price is shown at checkout once you enter your address, or contact us.
If part of my order is out of stock, do I pay extra delivery when the rest is sent?
If items are out of stock you'll be notified by phone or email. You won't be charged extra for postage and packaging.
What if I'm not at home when the courier tries to deliver?
The courier will try a second time. If you're out again they'll leave a visiting card (with a telephone number) in your letterbox, and you may need to collect the parcel from the Post Office.

Returns & refunds

How do I return goods?
Send the goods back by any mail service to: 591 Stockport Rd, Levenshulme, Manchester, M13 0RX, United Kingdom. If you want to return or exchange a product, post it in a self-addressed envelope with the details of what you'd like instead — your name, order number, item code, colour and size, and the reason for returning. Returns policy.
If I return everything in my order, am I still charged delivery?
All costs of returning goods are paid by the customer, and delivery charges are payable again when goods are dispatched from our warehouse. Please see our terms and conditions for full details.
What if my order arrives faulty or wrong?
Please contact us with your order number and a photo, and we'll put it right.

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