FAQs
Use these answers as a guide to common Serunilo shopping steps, together with product descriptions, checkout disclosures and the detailed policies.
Will I need an account?
Use the choices offered at checkout. Guest checkout can be used where available. Keep your contact details accurate and any login credentials private.
Where are payment methods shown?
The actual methods offered at checkout apply to the order and may vary with location or currency. A method not shown there is not promised.
How should I enter payment information?
Use the checkout payment interface. Do not send support full card numbers, security codes or passwords by email. Notify your provider about suspected unauthorized activity.
Could my bank charge currency fees?
Review the checkout currency and total. Your bank or provider may use its own exchange rate or charge conversion fees when your payment account uses another currency.
What should I check in the address?
Confirm recipient, street, apartment or unit where needed, city, region, postal code and requested contact information. Supply a complete deliverable address and correct mistakes before payment.
Can an order be changed or cancelled?
Email support@serunilo.com immediately with the order reference and request. We confirm what remains possible at the current fulfillment stage. Dispatch can prevent action; no fixed cancellation-hours window is guaranteed.
What is the expected delivery schedule?
We estimate average fulfillment at 8–14 business days. After payment is confirmed, orders are generally processed and dispatched within 3 business days. Estimated transit is 5–11 business days. Business days run Monday through Friday, excluding public holidays. These estimates do not guarantee delivery on a particular date.
How will tracking work?
Tracking information is supplied when available after dispatch. Carrier scans may not appear immediately. Split parcels may have different references and arrival dates. Contact us if progress is unclear or a delivery is missing.
What about damaged, missing or incorrect goods?
Send the order reference, an explanation and available supporting photographs. We assess the circumstances and an appropriate remedy while preserving mandatory rights.
How long do I have for an ordinary return?
Request an eligible return within 30 calendar days after receipt. Goods generally should be unused, unworn and in original condition with packaging, tags and accessories. Get authorization and the correct destination before posting.
Who pays return costs and when are refunds initiated?
For an ordinary change of mind, you pay return postage and original shipping is generally not refunded unless law requires otherwise. We cover reasonable applicable return costs for faulty or incorrectly supplied goods. Approved refunds are initiated within 10 business days after inspection or sufficient evidence unless a shorter legal deadline applies. Bank or provider posting time is additional.
How can I ask another question?
Email support@serunilo.com with an order reference or item link. Leave passwords and complete payment credentials out of the message.