Shipping Policy

Where we ship

We ship across the United Kingdom and to most of the EU / EEA. Pick your destination and preferred shipping method at checkout.

Processing time

Orders placed before 2pm (Mon–Fri) are typically dispatched the same or next working day. Orders placed at weekends are dispatched on the next working day.

Delivery options & costs

• Standard tracked UK delivery - £5.95, 2–4 working days. Free when your basket reaches £100 (measured on the product subtotal after any discount).
• Express UK delivery - £8.95, 1–2 working days (order before 2pm Mon–Thu). Express is never free.
• EU Zone 1 (Ireland, France, Germany, Belgium, Netherlands, Luxembourg) - £9.95, 3–5 working days.
• EU Zone 2 (rest of EU / EEA) - £14.95, 5–7 working days.

Special-order brands (CALECIM)

CALECIM is not yet available to order. When orders open, CALECIM items will be special orders sourced from the supplier before despatch, so the processing times above will not apply to them. Express delivery will not be offered for any basket containing CALECIM, and CALECIM can only be delivered to UK addresses. A confirmed despatch window, and how baskets that also contain other products will be sent, will be shown before you pay.

Tracking

You will receive a confirmation email with your tracking link once your order is dispatched.

Delays

Delivery timeframes are estimates and can occasionally be affected by carrier issues. If your order has not arrived within 7 working days, please contact support@serenovaclinic.com.

Lost or damaged in transit

If your parcel arrives damaged, or appears to be lost, email us within 7 days of the expected delivery date and we will investigate and resolve it promptly. See our Refund Policy for details.