FAQ

We accept credit cards shown at checkout, including Visa, Mastercard, American Express, JCB, Discover, Diners Club, and Maestro, as well as PayPal. Afterpay and Klarna are available when offered at checkout and are subject to provider eligibility. Available methods may vary by country, device, and order. Please use the options displayed at checkout for your purchase.

Absolutely. Our entire website, including the checkout process, is secured with SSL encryption to ensure your personal information remains strictly private and protected.

Check your card details and billing address, then contact your bank or payment provider if the payment is declined. You can also choose another method offered at checkout. PayPal guest checkout availability depends on PayPal and your location; it is not guaranteed. Contact service@serenewestern.com if you need help.

You can apply it in two places: the 'Coupon Code' field above the checkout button in your cart, or the 'Discount Code' box at the checkout page. New subscribers receive a standing 15% off discount code.

Yes! Discount codes apply to all full-priced jewelry. Any exceptions will be clearly stated in advance.

The estimate near the Add to Cart button refers to US standard shipping after dispatch. Processing takes an additional 1-3 business days. Remote-area and international estimates vary. See our Shipping Policy for destination-specific details and our California dispatch location.

Once an order enters our processing system, you cannot change it yourself. If the package hasn't been packed, email us at service@serenewestern.com immediately. If it has already shipped, you'll need to contact the carrier directly to request an address change.

If a parcel is returned because the shipping address provided at checkout was incorrect, incomplete, undeliverable, or missing required details, we will contact you after it is received. The customer is responsible for the reshipping cost, calculated using the destination and carrier rate and confirmed before reshipment. Free shipping on the original order does not cover address-related reshipment.

This does not apply when the issue was caused by Serene Western or the shipping carrier. If you notice an address error, email service@serenewestern.com as soon as possible.

If you order items with different delivery timelines (e.g., from different warehouses or low stock), we may ship your order in multiple packages so you receive available items sooner—at no extra cost to you.

Order processing: Please allow 1-3 business days before dispatch, excluding weekends and holidays.

Transit time: The estimates below begin when your parcel leaves our warehouse and do not include processing time. US standard shipping usually takes 5-9 business days after dispatch. Other destinations have different estimates. Delivery dates are estimates, not guarantees; remote-area, carrier, customs, holiday, or peak-season delays may extend delivery.

• United States (standard destinations): 5-9 business days after dispatch.
• United Kingdom, Australia, Canada: 8-10 business days after dispatch.
• Other supported destinations: 10-20 business days after dispatch.

We dispatch from Rancho Cucamonga, California, United States. We ship to the United States, Canada, Mexico, the United Kingdom, Australia, Hong Kong, and selected European destinations offered at checkout. Availability and any remote-area surcharge are confirmed for your shipping address at checkout.

Standard shipping is free for eligible destinations, with no minimum purchase. A $6.99 USD remote-area surcharge may apply to Alaska, Hawaii, Puerto Rico, Guam, and AA/AE/AP military addresses. Any applicable charge is shown at checkout before payment. Remote areas may require additional transit time; the US 5-9-business-day estimate does not apply uniformly to these addresses.

Once shipped, you'll receive an email with your tracking number and carrier info. If you don't see it, please check your spam folder. Tracking updates may experience slight delays.

Absolutely! All jewelry arrives in an exquisite signature box or velvet pouch, with no invoice included in the package. It's perfectly ready for gifting.

Yes, international orders outside the US may incur duties and taxes. Fees for the EU, UK, Australia, Canada, and some other regions are typically included at checkout. Other countries may require payment at checkout or upon customs clearance. These fees are non-refundable.

In rare cases, packages are scanned early or placed in hidden spots (porches, mailboxes, or with neighbors). If you still can't find it, please contact the carrier using your tracking number, or email our support team for assistance.

Yes. You may request a return or exchange within 30 calendar days after delivery. This is the request deadline, not the date the returned parcel must reach us. See our Return & Exchange Policy for item conditions and final-sale or customized-item exclusions.

1. Request a return or exchange within 30 calendar days after delivery by emailing service@serenewestern.com or using our self-service returns portal.
2. Include your order number, the items concerned, and the reason for your request. Include photos for damaged, defective, or incorrect items.
3. Wait for our support team to approve your return in writing and provide return instructions before shipping.
4. Pack the items securely, include your order number, and send us the tracking number after shipping.

Change of mind, incorrect size ordered, or personal preference: Items must be unworn, unused, and in the condition received, with original packaging and accessories. The customer pays return shipping. No restocking or handling fee applies to eligible returns requested within 30 calendar days after delivery.

Damaged, defective, or incorrect items: Contact us within 30 calendar days after delivery with your order number and photos of the issue. Serene Western covers return shipping and any replacement shipping for confirmed product defects, incorrect items, or transit damage. We will arrange a refund or replacement, as appropriate. There is no separate 3-day or 7-day reporting deadline or late-reporting fee within this return period.

Manufacturing defects identified later may be covered by our 1-year limited warranty.

Return authorization is required before shipping. Contact service@serenewestern.com with your order number and wait for our written approval and return instructions. Unauthorized returns will be refused and will not be accepted for processing. Sending a parcel without authorization does not automatically qualify it for a refund. This does not limit applicable consumer rights.

View the authorized return address. Please do not ship until your return is approved.

After we receive and inspect your return, we issue the refund to your original payment method within 5-7 business days. Your payment provider may need additional time to post the refund. Refunds reflect the amount actually paid for the returned items. Original shipping charges are not refundable for change-of-mind or customer sizing returns. For confirmed defective, incorrect, or transit-damaged items, applicable original shipping charges are refunded and return shipping is covered by Serene Western.

We strongly advise against this. To reduce our carbon footprint and packaging waste, Serene Western promotes mindful shopping. Please refer to our official Size Guide before purchasing.

Our collections include different gemstone types. Please refer to the gemstone information on each product page for the specific item. If you need more information before ordering, contact service@serenewestern.com with the product name or link.

All our jewelry is crafted from high-quality, nickel-free 925 sterling silver.

Gently clean with warm soapy water and a soft-bristle brush, then pat dry with a soft microfiber cloth. Store in a dry place when not wearing. Avoid contact with harsh chemicals like lotions, perfumes, hairspray, and bleach. Golden rule: Jewelry should be the last thing you put on before leaving and the first thing you take off when you return.

Serene Western jewelry and accessories come with a 1-year limited warranty against manufacturing defects, starting on the date of delivery. Please provide your order number or proof of purchase. Products confirmed to have manufacturing defects will be repaired or replaced free of charge.

See our Warranty & Repairs page for exclusions and claim instructions.

Lost items, scratches/bending from daily wear, damage from improper care, discoloration from water/chemicals, natural gemstone inclusions, and third-party modifications. Accidental damage is not covered, but you can contact support for repair options.

To make a claim within 1 year after delivery, email your order number or proof of purchase, a description of the issue, and clear photos to service@serenewestern.com. Our support team will review the issue and provide instructions before you send the item back.

Yes. We prioritize the environment by using eco-friendly packaging, low-impact production methods, and we are committed to directly supporting reforestation and ecological conservation with every purchase.