FAQs

ORDERS

How quickly will my order be processed?

Serendipity Skincare’s operating hours are 9am to 5pm, Monday through Friday. Orders received during those hours begin processing immediately. Any order placed during non-business hours will be processed the following business day. Please note that we ship Monday-Friday during normal business hours only. Orders will not ship over the weekend or on holidays.

How can I check on the status of my order?

You should receive a confirmation email once your order is placed and then again once your package has shipped. The second email will contain any tracking information pertaining to your order. Please make sure you add orders@serendipityskincare.com.au to your contacts to ensure you receive our emails.

Can I change or cancel my order?

When an order is placed on www.serendipitySkincare.com.au we begin processing the order immediately to ensure prompt delivery. Please call +61 03 9673 1404 immediately and speak to a customer service representative with your request. We cannot guarantee we will be able to cancel or change an order once it's submitted.

I forgot to enter a promotional code on my recent order, can I apply it now?

Depending on the status of your order, we may be able to retroactively apply a promotional code to your order. Please contact orders@serendipityskincare.com.au or +61 03 9673 1404.

REFUNDS & SHIPPING

What if I’m not completely satisfied with my order or I ordered the wrong product?

You have up to 14 days from the date of purchase to return your product. We can only accept products for return or exchange that were originally purchased on the Serendipity Skincare website. If the product was purchased from a retail outlet, wholesaler, third party or website other than www.serendipityskincare.com.au., you must contact them to exchange or return it.

If the product is unopened, unused and still in saleable condition, we will happily exchange it or refund you the full amount using the same method of payment as your initial purchase.

If the product has been opened and gently used, we will exchange it for a product of equal or lesser value. No refund or exchange can be given for products that have been opened and used more than once.

We can’t exchange or refund gift vouchers, samples or promotional items.

Do I have to ship the return or exchange back to Serendipity Skincare?

To exchange or request a refund, please ship the product to the address below. Please ensure the product is packaged appropriately to safeguard it against leakage or damage. Return shipping and handling charges are your responsibility unless the return was a result of our error or the product was damaged or defective.

Serendipity Skincare

8 Phillip Court

Port Melbourne, VIC 3207

AUSTRALIA

My product was damaged or I received the wrong item. Now what?

If you receive an incorrect or damaged order please contact us immediately. Please have your order number, date of your purchase and details about the problem available. orders@serendipityskincare.com.au or +61 03 9673 1404

SHIPPING & BILLING

How much will my order cost to ship?

Please refer to our shipping policy and rates.

Where do you ship to?

Serendipity Skincare currently ships to Australia and New Zealand.

What forms of payment do you accept?

We accept all major credit cards and Paypal. Please note that all values on our site are listed in Australian dollars and will be charged as such.

I believe I was billed incorrectly, who can help me?

If you believe you have been billed incorrectly for your purchase, please contact us immediately at orders@serendipityskincare.com.au or +61 03 9673 1404. Please have your order number, date of purchase and method of payment details available.

PRODUCTS

Where are Serendipity Skincare products made?

All Serendipity Skincare products are proudly made in Australia. While some packaging elements may come from overseas, our soaps, skincare formulations, candles, reed diffusers, etc. are all produced locally.

What is the shelf life of your products?

If stored properly, Serendipity Skincare products will have a maximum shelf life of two years. Once the product is opened, the shelf life is six months to one year. Exposing the products to extreme temperatures or direct sunlight may have an adverse effect on their smell, appearance and efficacy.

I discovered your product in a hotel. Is it the same as what is available on Serendipity Skincare’s website?

Yes, the beautifully rich and restorative products you enjoyed in one of our hotel partners are the same you’ll find on our online store.

Do Serendipity Skincare products contain preservatives?

Preservatives are a necessary part of personal care products. Without preservatives, creams and gels would become a breeding ground for microbes. Preservatives are used simply to prevent the growth of or destroy microorganisms that would otherwise damage our products and compromise their safety. We use a combination of natural and synthetic preservatives that are proven to destroy harmful bacteria, yet are gentle to the skin.

All Serendipity Skincare products are free of parabens, sulphates, mineral oils, and artificial colours.

Do you conduct animal testing?

We love animals as much as you do, so we never test any Serendipity Skincare products on animals. We also make sure that none of our labs nor manufacturing partners do either.

OUR COMPANY

What are your business hours?

We maintain normal business hours of 9am to 5pm, Monday through Friday.

We are closed weekends, public holidays (national as well as state of Victoria) and between Christmas Day and January 2^nd.

How can I learn about new products and places to find Serendipity Skincare?

I care about the environment. Do you have an environmental policy?

Our parent company, International Interior Images, is committed to operating an environmentally-friendly business. To learn more about the ways we promote sustainability, reduce waste and lessen our carbon footprint, please visit www.interior-images.com.au/about/green-guests

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