Frequently Asked Questions
Find answers to some of La Sérénitéskin FAQs by customers below.
Shopping & Orders
Can I change or cancel my order once I've placed it?
We cannot change your order if your package has already been shipped. But if it's still in pre-ship status, we will try to help you change any orders. Just email us at la.sereniteskin@gmail.com.
Unfortunately, we’re unable to add to orders once they’re placed, so you’ll need to make a second order for additional products.
How long will it take for my order to arrive?
With Standard Shipping, your package will typically arrive within 2 to 7 business days. If you select Express Shipping, you can expect your order to arrive in 3 to 5 business days.
What forms of payment do you accept?
We accept Direct bank transfers, PayPal, Visa, Master Card, American Express, Klarna, Apple Pay, GPay, Shop Pay, and Afterpay
Deliveries, Returns & Refunds
Can I track the delivery of my order?
When your order is on its way, we'll send a shipping confirmation email. The email includes a tracking number and link to help you track your order
Can I have my package redirected to a different address?
Unfortunately, we are unable to redirect your package to a different address.
However, you can try contacting the courier with your tracking details, and they should be able to help you.
Which countries do you ship to?
Currently, we ship only in the USA.
What are your shipping rates?
Standard Shipping: FREE
Expedited Shipping: $7.99
Free Shipping: On orders of $75 or more.
How do I return my unwanted item(s)?
If you are not completely satisfied with your order for any reason, we offer hassle-free returns as long as your item(s) are unopened. Write to us at la.sereniteskin@gmail.com, and we will generate a return label. No questions asked.
Can I exchange an item?
Apologies, we currently don’t offer exchanges. If you no longer want your product(s), please contact us at la.sereniteskin@gmail.com to make a return. You will need to make a new order for the product you want.
How long does it take to get my refund?
Upon receiving the returned order, our service team will review it. If the issues you described are verified, our team will initiate a refund. You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at la.sereniteskin@gmail.com.
Account Issues
I can't change my email address.
Don't worry. La Sérénitéskin team is ready to help. Just email us your concern at la.sereniteskin@gmail.com.
I have a different billing and shipping address.
That's okay. Our payment verification only needs your shipping address.
How do I create an account?
Please visit Account Page and follow the steps.
I forgot my password.
No worries. Just click the "Forgot your password?" link and enter your email, and we'll guide you through the next steps. Or, you can also email us at la.sereniteskin@gmail.com.
Payments
Can I use more than one promotion online?
Only one promotional code can be applied per order.
Where do I apply my promotion code?
All promotions are applied at the checkout. Please enter your promo code in the promotion code box before completing your order. You should see your promotion code reflected in your order/total before initiating the payment.
Am I entitled to FREE delivery?
Currently we offer Free US Shipping with orders over $75.
What can I do if the payment for my order has been declined?
If your payment has been declined, you’ll need to place your order again. We’re not able to reinstate an order once the payment has been declined.
To help ensure your order is not declined when placing a new order, we suggest checking the following:
- Make sure your card details are entered correctly.
- Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
- Alternatively, try paying with another card.
If you've tried all of the above and are still having problems, please contact our customer care team at la.sereniteskin@gmail.com.
General Questions
Are your products safe to use?
All our products undergo a thorough safety assessment before hitting the market. We have our internal manufacturing setup, and each product undergoes several rigorous safety tests before getting packed.
Each formulation is approved by the respective Drug Authority. Once manufactured, our products pass a quality check in the laboratory. Only then does the product reach you.
For best results, we recommend always following the directions of use. If you have questions about any ingredient we use, please reach out to us via our contact page, and we will respond.
What can I do if my product doesn’t appear to be full?
If your product doesn't appear to be full,
- Check the Packaging: Some products are packaged by weight or volume, which can sometimes make the container appear less full than expected. Verify the product's weight or volume against the information on the packaging to ensure it matches.
- Contact Customer Support: If you're still concerned about the amount of product, reach out to our customer support team. Provide your order number and a photo of the product in question so we can assist you further.
Our products undergo strict quality control to ensure you receive the correct amount. However, if there’s an error, we’re here to help make it right. We strive to ensure your satisfaction and are here to help resolve any concerns you might have.
Can I get an allergic reaction from La Sérénitéskin products?
Although allergic reactions to La Sérénitéskin products are very rare, if you think you have suffered from an allergic reaction, please stop using the product.
We strongly recommend taking a patch test for any new product. You can test a small patch on your forearm, inner arm, or behind the ear before using.
What can I do if a pump is faulty?
If your product pump isn't working, it might be due to an air bubble. Here's how to fix it:
- Hold the bottle upside down with the lid on.
- Bang it gently against a solid surface a few times (avoid surfaces that can be damaged).
This usually clears the air bubble. If the issue persists, contact us at la.sereniteskin@gmail.com. Our team will assist you as soon as possible.
Where are your products manufactured?
All La Sérénitéskin products are manufactured in the USA.
What is your policy on animal testing?
We do not test any of our products on animals.
Is La Sérénitéskin paraben free?
La Sérénitéskin does not use synthetic dyes, phthalates, parabens, or any other ingredients that might be harmful to the skin.