Frequently Asked Questions

Where Are You Located?

Our company headquarter is located in Hangzhou ,China. In addition our team members work from different locations worldwide. We are modern structured and allow remote work – therefore it is not uncommon that we respond to your emails late at night or even on weekends, because we simply love our jobs and enjoy dedicating our time to making our customers happy.

Our warehouses are located all around the nation. Most products are shipped from our manufacturer’s warehouses directly to you for the fastest shipping and best availability of products.

Are The Items Cleansed?

Yes, all the items are cleansed before being sent to our customers. We also work in partnership with merchants and artisans from around the world to provide you with authentic and high-quality items.

Are The Items Genuine, Not Plastic?

Yes, our items are genuine and of high quality and made of original materials.

Where Are The Products Made?

We source our products from reliable manufacturers all around the globe. Many products are made in Asian countries such as Singapore, China, HongKong and Japan – in the centers of spirituality and where the unique materials such as black obsidian and jade stones are to be found. Through factory i…

Do I Need A Paypal Account?

Yes, you need to use Paypal to check out .

Do You Accept Cash On Delivery Or Bank Payment?

We offer safe shopping and accept payment via Paypal. Cash on delivery and bank payment are NOT available.

Which Currency Are You Using On Your Website?

The checkout is in US Dollar by default. Your bank will convert the amount to your currency based on the current foreign exchange rate.

Do I Have To Sign For The Shipment?

No, signing for shipments is not necessary.

Do You Ship Worldwide?

Yes, we ship worldwide. Please understand, that shipping to the following locations is not possible: Niue, French Guiana, the British Virgin Islands, Aruba, New Caledonia, Bahrain, Cayman Islands.

How Can I Track My Package?

You will receive an email with the tracking information once your package left the warehouse.

How Do You Ship The Items?

We partner with different courier services to ship your order depending on your exact location. This is to achieve the optimal speed and make sure you receive your packages quickly and safely.

How Long Is The Shipping Time?

The transit time depends on your location, but we are fast: US | 3-7 work days UK | 3-7 work days Canada | 3-8 work days Europe | 3-7 work days Worldwide | 10-20 business days

What Is The Price Of Shipping?

we offer free shipping.

When Will My Tracking Information Appear?

You should see an update within 48-72 hours after you received the tracking information. This time will allow the courier services to update the status of the order.

Why Is My Shipment Status Unchanged?

Tracking does not update real-time so please do not be alarmed if you will not see any updates yet on the tracking. Most of the time, it updates once the package is tendered to your local courier. There will also be times that your shipment may be delayed. Delivery time delays can be due to e.g….

How Does The Lifetime Warranty Work?

The lifetime warranty can be added to products during checkout and covers the following: internal component damage, water damage, defectiveness, broken parts. The lifetime warranty does not cover normal signs of usage. The warranty is valid for one product.

What If I Need To Return Something?

There is a full 30-day refund guarantee. If you don’t like the item or it is defective, we will either replace it at no cost to you, or you can send it back to us for a full refund. Contact us at support@serestone.com and we’ll help guide you through the process.

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