You’ll automatically receive an email with your package’s tracking number from us as soon as your order has left our Toronto studio. Please note that it may take up to 24 hours for our shipping partners to update the tracking number.
We are able to ship to many countries worldwide. For orders outside Canada, please note that you as the customer will be responsible for paying any import fees that may arise at the delivery destination, so please review your country’s customs and duty policies prior to purchasing.
Though most packages go through customs without any additional charges, some countries will charge duty for international packages.
Please note: Though not common, packages held up at customs can be delayed for up to 45 days.
Shipping costs depend on where you live and how fast you want your piece shipped to you—in other words, it’s almost entirely up to you!d
Click here to see our current estimated delivery times and prices.
Since each and every piece we sell is handmade to order just for you, production time can vary from piece to piece. Please allow 5-10 days of processing time.
If you need to upgrade your shipping, please contact our shipping Team to cancel your current order and reorder with the appropriate shipping.
Click here to see our current estimated delivery times.
Handmade takes time. Please allow 5-10 days for us to make your order. We made each of our craft with love and care, and some custom made to order pieces may require a longer time to craft, but we will work diligently to expedite the process.
If you’ve yet to receive a shipping notification after 10 business days, please reach out to us -- we're eager to get your piece to you!
We ship many counties worldwide. Though the usual transit time for international orders is between 6 and 15 days, please keep in mind that these times can vary greatly. If your country does not appear in our shipping list, please contact us so we can add it to the list.
Please review your country’s customs and duty policies prior to purchasing, as we are not liable for any fees or taxes your package may be subject to upon crossing the border.
RETURNS & EXCHANGE
If you are not completely satisfied with your purchase or have simply changed your mind, you can return any unused items within 14 days of delivery. Please note we need to receive your returned piece back at our facility within 30 days of delivery.
Also, make sure that return the product(s) in original condition and there are no signs of wear, complete with brand packaging using a fully tracked and insured delivery service.
Keep in mind, items that include personalization are not eligible for return or exchange.
Unfortunately, we are not able cover the cost of returning your order. Also, please note your original shipping fee is not refundable and will be deducted from the refundable amount. Orders outside of Canada may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.
All returned products must have no signs of wear and original packaging intact. Please ensure you package the item in a suitable way to avoid any third party damage. Products that are returned to us remain your responsibility until they have been received and a refund/exchange cannot be given until this point.
Personalized products are not eligible for return or refund at any time. Original shipping fees are non-refundable.
1, Email hello@sereniikey.com with your order number and reason for return and we will reply with our returns address.
2. Return the product(s) in original condition complete with brand packaging using a fully tracked and insured delivery service. Please mark the parcel 'RETURNED GOODS'.
3. Following satisfactory inspection of your returned items, we will issue a refund for the goods.
We’re unable to refund original shipping fees on any orders. Orders outside of Canada may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please returned for refund, and you can then place a new order for the color or design you’d prefer!
Once your order arrives back to us, following satisfactory inspection of your returned items, it can take up to 8-13 business days for it to be processed. We’ll be in touch via email with an update on your refund or replacement!
PERSONALIZATION
Pieces that include a personalization are custom made to order so they are final sale and cannot be returned or exchanged.
We charge 10 dollars each with natural and foil stamping. When your piece is personalized, each item is reprocessed and stamped one at a time. It's a challenge to control the temperature & pressure to get the stamping result perfect due to the wax nature of the leather we use.
OPTIONS Uppercase, lowercase, and numbers Symbols ! : • ' ° ... \ – + % & @ # ♡ ∞ Max character count = 10
e.g., 05.19, 43.65° N, Bride 5.22, A&G, Apt 30, ♡mom
Click here to see our current available letter styles and symbols.
It looks best with 10 characters max, but please check individual pieces for recommended maximum of characters.
GIFTING
Nope! We don’t include any order information in the packaging, so don’t worry—if you’re purchasing a gift for someone, all they’ll receive is their beautifully gift-wrapped, handmade accessory. We do, however, always email the buyer a receipt, so if you do need to send it to the recipient for any reason, you can always forward them the email or order number.
Of course! Just leave a note at check out so we can hand write it for you. It’s a small note card, so best to keep it about 60 characters or less.
All of our pieces are packaged perfectly for gifting!
As a side note: we don’t include any kind of receipt in the packaging, so not to worry—it will be emailed directly to the buyer for safe keeping!
