How long will it take to receive my order?

Typically, it takes 3-5 business days to receive your order. We're doing our best to deliver it promptly for you.

How to track my order?

You can track your order using your order number or tracking number provided in your shipping confirmation email. Click on Track navigation or Chat with us.

Do you ship internationally?

No, we do not ship internationally. We currently only ship within New Zealand.

Do you offer free shipping?

Shipping fees vary by location and order value. Shipping cost will be calculated at checkout.

Can I exchange an item?

You can exchange an item with a higher-price item or the same item with a different size. See our policy page for details.

Can I cancel or change my order?

If you need to cancel or modify your order, please contact us as soon as possible at serenity_beauty@outlook.co.nz. Orders that have already been processed may not be eligible for changes.

Do you accept store credit?

We accept store credit as a payment method.

FAQ

Q: What is your return policy?

Please check our return, refund and exchange policy on our policy page.

Q: What payment methods do you accept?

We accept major credit cards (Visa, Mastercard, American Express) as well as Shop Pay, Apple Pay, Google Pay.

Frequently Asked Questions

About Our Products

What is in the Serenity Lash Serum?
Our lash serum is formulated with a blend of peptides, biotin, and nourishing botanical extracts designed to support the appearance of longer, fuller lashes. It is free from parabens, sulfates, and harsh chemicals.

Is the lash serum safe for sensitive eyes?
Yes, our formula is ophthalmologist-tested and suitable for sensitive eyes and contact lens wearers. We recommend doing a patch test before first use. Discontinue use if irritation occurs.

How do I use the lash serum?
Apply a thin line along the upper lash line each evening after cleansing and removing makeup. Allow to dry before applying other products. For best results, use consistently for 4–8 weeks.

When will I see results?
Most customers notice visible improvement in lash appearance within 4–6 weeks of consistent nightly use. Individual results may vary.

Shipping & Delivery

Do you ship within New Zealand?
Yes, we ship nationwide across New Zealand. Standard delivery typically takes 2–5 business days. Express options are available at checkout.

Do you offer international shipping?
We are looking at expanding over to Australia. Shipping rates and estimated delivery times are calculated at checkout based on your location.

How do I track my order?
Once your order is dispatched, you will receive a confirmation email with your tracking number. You can use this to monitor your delivery in real time.

Returns & Refunds

What is your return policy?
We accept returns on unopened, unused products within 14 days of delivery. Please contact us at Serenity_beauty@outlook.co.nz to initiate a return.

What if my product arrives damaged?
If your order arrives damaged or faulty, please contact us within 48 hours of delivery with a photo of the item and your order number. We will arrange a replacement or full refund promptly.

Orders & Payments

What payment methods do you accept?
We accept all major credit and debit cards, as well as Shop Pay, Apple Pay, After pay and Google Pay for a seamless checkout experience.

Can I change or cancel my order after placing it?
We process orders quickly, but please contact us as soon as possible if you need to make changes. Once an order has been dispatched, we are unable to make amendments.

Still Have Questions?

We’d love to hear from you. Reach out to our team at Serenity_beauty@outlook.co.nz and we’ll get back to you within 1–2 business days.

FAQ