Shipping policy

Shipping and Delivery Policy

Last updated: June 2026

At Serraphea, we work hard to deliver your order promptly and with full transparency. This policy explains how our shipping process works, what you can expect, and how we handle any problems that may arise.

1. Countries We Ship To

We currently deliver throughout the United Kingdom (England, Wales, Scotland, and Northern Ireland). For any request to ship elsewhere, please contact us at support@serraphea.com.

2. Shipping Process

Our products are dispatched from our international logistics partners. This allows us to offer a wide range of products at accessible prices, but it does mean delivery times are longer than purely domestic shipping. We always communicate transparently about expected delivery windows before you place your order.

3. Processing Time

Once your order has been validated, processing (preparation and handover to the carrier) generally takes 2 to 5 working days (Monday to Friday, excluding bank holidays). During peak periods (sales, end-of-year holidays, product launches), processing may take up to 7 working days.

Your payment is fully charged only at the moment your parcel is handed over to the carrier, unless your payment provider indicates otherwise.

4. Delivery Times

After processing, transport to your address generally takes:

Total estimated time (processing + transit): 8 to 25 working days from order validation.

These estimates are based on our recent delivery data. They may occasionally be exceeded due to external factors: carrier delays, customs checks, bank holidays, weather conditions, or exceptional periods of high demand. We are not responsible for such events, which fall outside our control.

5. Shipping Costs

Shipping costs are calculated automatically at checkout and depend on the value of your order and your delivery address. The exact amount is shown clearly before you confirm your payment.

Free shipping may be offered occasionally (promotions) or above a minimum order value as displayed on the Site.

6. Order Tracking

As soon as your order ships, you will receive an email containing:

• Your tracking number

• A direct link to track your parcel

• An updated estimated delivery date

You will also receive:

• An order confirmation email at the time of purchase

• A mid-journey email if delivery takes longer than expected

• A delivery confirmation email once your parcel has been delivered

If your tracking number does not update for several days, do not worry: international parcels pass through multiple logistics hubs and tracking status can remain quiet for 3 to 7 days between updates. This is normal and does not mean your parcel is lost.

7. Changing Your Delivery Address

If you need to change your delivery address after placing your order, please contact us immediately at support@serraphea.com:

• Before processing: we will update the address at no charge.

• After dispatch: changes depend on the carrier. Some allow rerouting for a fee, which we can coordinate with you.

• After delivery to the original address: no further changes are possible.

For orders paid via PayPal, please be aware that significant address changes may affect your Buyer Protection coverage — we will let you know if that applies.

8. Multiple Parcel Deliveries

If your order contains several items, they may be shipped in separate parcels and arrive on different dates. You will receive a separate tracking number for each parcel. This does not incur any additional cost for you.

9. Delivery Problems

9.1. Late Delivery

If your order has not arrived after 25 working days from dispatch, please contact us at support@serraphea.com. We will open an enquiry with the carrier within 48 hours.

We consider a parcel lost when tracking shows no movement for 30 consecutive calendar days (standard for international shipments). In that case, we will issue a full refund or send a free replacement, at your choice.

9.2. Parcel Marked as Delivered but Not Received

If your tracking shows "delivered" but you have not received your parcel, please follow these steps:

1. Check with neighbours, your building reception, or any safe place where deliveries might have been left

2. Check your post box and any local collection points (e.g., post offices, parcel lockers)

3. Contact the carrier with your tracking number

4. If unresolved, contact us: we will open a formal enquiry with the carrier and, where appropriate, issue a refund or replacement

Under the Consumer Rights Act 2015, the risk of loss during transit remains with us until your order is actually delivered to you or to a person you have nominated to receive it (other than a carrier you have yourself chosen).

9.3. Failed Delivery Attempt

If the carrier cannot deliver (absence, incomplete address), your parcel is generally taken to a collection point or returned to a depot. You typically have 7 to 15 days to collect it or arrange redelivery.

If the parcel is returned to us because it was not collected in time, redelivery may incur additional shipping fees.

10. Complaints and Contact

For any question or problem regarding your delivery, please contact us at support@serraphea.com. We aim to respond within 48 working hours.

11. Seller Details

Serraphea Limited

Company Number: 78544783

Registered Office: Office 3906, 39th The CTR 99, Queen's Road Central, Central, Hong Kong

Email: support@serraphea.com