Are items in my cart reserved?

No, items in your cart aren't held for you. With limited drops, the only way to secure a piece is to complete checkout.

FAQ – By Serafina

Do you have a question?
We have the answers.

Here you will find the most frequently asked questions. Is your question not included? Then contact our Customer Support: support@byserafina.com

Frequently Asked Questions

Order

2 Questions

Shipping

5 Questions

Payment

2 Questions

Other

4 Questions

Order

Will I get an order confirmation?

Yes. As soon as you complete checkout, you'll get a confirmation email with your order number and a summary of everything you ordered. If it's not in your inbox, check your spam folder - or write us at support@byserafina.com.

Can I cancel or change my order?

Once an order is placed it can't be changed, but if you reach out before it ships we'll do our best. Email support@byserafina.com with your order number as soon as possible.

Shipping

Where do you ship?

You can cancel your order within 24 hours after placing the order.

How much does shipping cost?

Germany: 5.99 € (free over 80 €). European Union: 9.99 €. Switzerland, UK, Norway: 14.99 €. USA: 34.99 € (import duties included, no extra fees on delivery). Rest of the world: 19.99 €.

How long does delivery take?

Germany: 2–5 working days. EU: 4–8 working days. Switzerland, UK, Norway: 5–10 working days. Rest of the world: 8–16 working days. Delivery times include order processing. You'll get a shipping confirmation with a tracking link the moment your order ships.

My tracking hasn't updated. What do I do?

Tracking can take up to 48 hours to populate after dispatch. If nothing moves after that, email support@byserafina.com with your order number and we'll chase the carrier directly.

My parcel says delivered but I don't have it.

Check with neighbours and any safe place around your address. If it's still missing 24 hours later, write us at support@byserafina.com and we'll open a carrier investigation.

Payment

Which payment methods do you accept?

Credit and debit card (Visa, Mastercard, American Express, Maestro, UnionPay), PayPal, Shop Pay, Apple Pay, Google Pay, Klarna, and Bancontact (Belgium) / EPS (Austria).

Will I be charged customs or import fees?

Within the EU: no — VAT is already included in your order. Outside the EU (incl. Switzerland, UK, Norway, USA): customs duties and import taxes may apply on delivery. These are set by your country and paid by you.

Other

What are sizing and fit like?

Our pieces are cut oversized by design, slightly cropped. Each product page has a size guide with measurements (laid flat, in cm) so you can compare with something you already own. Between sizes or want it roomier? Size up. Still unsure — send us your measurements at support@byserafina.com.

Are these limited drops?

Yes. Every drop is released in small numbers. Some pieces may return in a future drop, others won't - so if something speaks to you, don't wait too long.

Will there be a Drop 002?

Maybe. Stay on the list and you'll be the first to know.

Where are your products made?

We work with carefully selected manufacturing partners around the world, chosen for quality and fair production. Every piece is quality-checked before it ships.