FAQ

We accept all major credit cards (Visa, Mastercard, American Express, JCB, Apple Pay, Maestro, Diners Club, and Discover), as well as PayPal. Additional local payment options may be available at checkout depending on your location.

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

Please double-check your billing and shipping information. If everything is correct, your bank may be blocking the transaction; contacting them directly usually resolves the issue. If it persists, please reach out to our support team. Tip for AMEX users: We recommend selecting PayPal at checkout and choosing 'Pay with Credit or Debit Card' within PayPal—no account required.

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.

Estimated delivery times are displayed right above the 'ADD TO CART' button on every product page.

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 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.

For in-stock items:
US: 5–9 business days
Rest of the World: 8–15 business days

We offer worldwide shipping to most countries. However, we do not ship to APO/FPO addresses or certain specific regions (e.g., India, Russia, South Africa).

Good news—all orders ship for free. No hidden fees, no minimum purchase required.

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. If you're not satisfied, you can request a return or exchange. We've extended our return window to 30 days.

Visit the 'Self-Serve Return Portal' on our website within 30 days of receiving your package and follow the steps. Note: For returns due to personal reasons (e.g., change of mind, wrong size), the return shipping cost is the customer's responsibility.

Once we receive your return, refunds will be processed back to your original payment method within 7 business days. For items purchased during a sale, refunds are prorated, and any extra shipping fees originally paid are non-refundable.

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.

Yes. All gemstones are natural and authentic, regularly tested and certified by independent institutions like the GIA. Selected diamond collections are IGI certified.

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.

Yes. Serene Western offers a limited lifetime warranty against manufacturing defects. If a defect is confirmed, we will repair or replace the item free of charge.

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.

Please email your order number, a description of the issue, and clear photos to service@serenewestern.com for review.

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.