FAQs

Do you accept refunds and exchanges?

No, but if there is an issue please contact us so that we can work to rectify the issue.

What if I received my order and while in transit my purchase was damaged?

If this occurs please submit pictures of the damaged item to us within 24 hours of you receiving the item (please note that we will be able to track the delivery date of your purchase) and once we have received the pictures we will then work with you to fix the issue. We may request for you to send us the item back. Please submit pictures through our email address, ouressenceofserenity@gmail.com

Can I take a bath/shower with my jewelry on?

It is not recommended that you take a bath/shower with your jewelry piece on and or that you allow your jewelry piece to get wet. As a result your jewelry can become damaged.

Will you provide me with a tracking number?

Yes, we will provide you with a tracking number upon your request and we advise that you track the status of your purchase. To request your tracking number send an email to ouressenceofserenity@gmail.com with your order number in the email stating that you are requesting the tracking number. If the item has not been shipped at that time we will notify you that once the item is shipped we will update you with the tracking number. Please allow for 3-5 days following your date of purchase before you email us to request your tracking number.

What if I do not receive my purchase once it has been shipped?

We ask that you notify us if you do not receive your package on or around the time of its estimated arrival emphasized through tracking. Sometimes orders will be updated by the postal service as delivered and you haven’t received it yet. In that case we ask for you to allow 2-3 days and if your package has not been delivered by then, we will correspond with the postal service to rectify the situation and ask that you continue to monitor the shipping status as we will do so on our end. If by chance your item is not received due to error with the postal service then we will refund you your money back or you can request an exchange for equal value and or lesser value. If exchanged for lesser value, we will refund you the difference. Please be mindful that during certain seasons throughout the year, i.e. holidays, the weather, and etc, that the postal service may experience delays with deliveries. Also, be mindful that due to Covid-19 orders may take longer than usual to be delivered to you. When you are placing your order with us please make sure that you put your correct mailing address to avoid your item being sent to the incorrect address or being routed back to us. We will not be held accountable if this happens. If the package is sent back to us, due to you providing us with the incorrect address, we will charge you another shipping fee before we ship it back out to you at the correct mailing address. If you do not pay the shipping fee for us to reship to you, we will not reship and you do not get a refund for your initial shipping and payment for the item purchased.

What if I provided you with an incorrect address and my package has been shipped?

If you provide us with an incorrect address and it is not re-routed to our address, we will not refund you for your purchase (including your paid shipping fee) and we will not be obligated to track down the package to arrange for the package to be sent to your correct address or our mailing address. So please be mindful that you provide us with the correct address.

Can I update you with my correct address if my package has not been shipped out by Our Essence of Serenity at the time of me catching the error?

If you notice that you provided us with an incorrect address and your order has not been mailed out, then update us with the correct address, by emailing it to ouressenceofserenity@gmail.com with your order number included in the email, and we will update your package with the correct address that you provide. If we have provided you with your tracking number then please be advise that your package has already been shipped out and it is too late for us to update your correct address.

How long will it take for my purchase to be shipped?

3-5 business days BEFORE shipping. Please make note that sometimes we may ship out the item as soon as the same day depending on when the order is placed or by the next day following the day the items is purchased.
During the holidays it may take longer. If so we will contact you to let you know.
Please be mindful that due to Covid-19 orders may take longer to be delivered to you.

Can I refund press-on nails?

For sanitary purposes we do not allow for press-on nails to be returned and we will not issue a refund. Please make note of the press-on nail sizing information that is provided in the description of the press-on nails. You are responsible for selecting your correct size. Please do not send us pictures for us to determine the size best for you.