Frequently Asked Questions
Orders
How do I return my order?
If you wish to make a return of your purchase, please click
the following link here.
What is your Return Policy at Serene Scenes the Label?
Due to hygiene reasons, we cannot accept earring returns unless they are faulty. However, all other items can be returned in original packaging within 30 days of delivery.
You will receive a refund to your original payment method within 7 days.
Will I have to pay to return my order?
If an item is faulty, we will cover the cost of return postage. If an item is being returned for a change of mind, the cost of return postage is at the buyer's expense.
How will my order be packaged?
Here at Serene Scenes, we offer our customers with a choice of how they would like their jewellery pieces packaged offering a more personal experience. We offer two different packaging options. You can make your choice of packaging before you add your item to your cart by clicking on the drop-down option “packaging”. Once added to the cart your choice will appear with your order in your cart and upon processing your order we will package your item accordingly.
Can I choose different packaging options for different items?
Yes, you most certainly can have different packaging options
for different items in your cart. Simply click the drop-down option “packaging” for each item and select your preferred option. We understand that some customers are buying for themselves as well as gifts, so we are more than happy to offer a variety of packaging for different items.
I have received a faulty item or the incorrect order.
We firstly would like to apologise if this has happened to you, and we would like to correct this issue as soon as possible. Please contact us here and attach a photo of the item.
Shipping & Delivery
When will my order be shipped?
All orders are processed, fulfilled and shipped from Central Queensland, Australia. We work hard to get all our customer’s orders out the same day that it is placed but please allow up to 48 hours, this also applies to any custom orders as we hand stamp them in our studio. If for any reason, there is a delay in your order being processed we will inform you via email as to why this has occurred and provide an expected dispatch timeframe.
Please allow for a longer dispatch time for website sales, public holidays and any planned website maintenance.
How do I track my order?
Upon your order being fulfilled you will receive a confirmation email that your order has been packed and is on its way. You will receive a tracking number in your email that can be used in the Australia Post app or website.
How long will it take for my order to arrive in the post?
Please select the appropriate shipping option upon checkout. We currently ship Australia-wide with standard and express post options available, both of which include a tracking number. The expected delivery times for Australia Post are listed below.
Australia Post Standard: 5-7 business days
Australia Post Express: 3-5 business days
My order never arrived in the post, what do I do?
If you have not received your order in the post please contact us here.
Jewellery Care
How do I clean my jewellery?
With every order, we include one of our custom polish cloths. In order to preserve your jewellery’s longevity, please remove it prior to being exposed to the ocean and in the shower. You can clean your jewellery by gently wiping it with your cleaning cloth.
How do I store my jewellery?
We encourage our customers to keep their jewellery in the provided packaging in order to prevent any unwanted damage.
Is your jewellery hypoallergenic?
At Serene Scenes, we provide our customers with quality pieces. We offer both 925 sterling silver and 14K plated gold. These materials are safe for sensitive ears as they are hypoallergenic.
Does my jewellery come with a warranty?
All jewellery purchased from our website automatically comes with a 2 month warranty from the date of purchase. This covers any manufacturing faults and defects. This does not cover any breakage done by the customer or general wear and tear such as scratched jewellery. Please click here to see our full warranty policy.
