Foire Aux Questions

Frequently Asked Questions

Order and delivery

Question: When can I expect to receive my order?

Answer: The average delivery time is 6 to 19 days. Our products are shipped directly from the supplier to you. Thanks to this unique business model, we achieve significant savings on storage and transportation costs, allowing us to offer our products at lower prices than our competitors and cover shipping costs.

Question: The estimated delivery time has passed, where is my order?!

Answer: 99% of orders are delivered within the expected delivery time. Unfortunately, sometimes an order is delayed in the delivery process. You can check the status of your order via the following link: track your order here.  If you have not received anything three days after the expected delivery date, please contact us.

Question: My order is missing items, why?

Answer: As we work with multiple suppliers, some products may be shipped separately. If items are missing, you will usually receive them within 2 to 3 days . We apologize for this inconvenience.

Question: What are the shipping costs? Answer: We cover all shipping costs.*

Exchanges and returns

Question: I am not satisfied with my order, can I return it?

Answer: Yes. You can return any order within 14 days without providing a reason.

Question: I want to return an item, what should I do?

Answer: If you are not satisfied with your order, you can exchange or return it within 14 days of receipt. Products must be returned in their original condition, with tags and packaging intact. The product must not show any signs of use. A return must always be accompanied by a tracking code (Track & Trace). The sender is always responsible for the shipment. Once we receive the returned items, we ensure that your purchase amount is refunded within 14 days.

>> Click here to contact customer service and request a return <<

Question: Where can I find my Track & Trace code?

Answer: On this page, you can enter your email address and order number to track your package.

Question: My tracking code (Track & Trace) does not display any information, why?

Answer: Tracking information becomes available as soon as your  package is picked up by the carrier. Please note that there may be a slight delay before the information is displayed.

Service clientèle

Nous sommes là pour vous aider — vous pouvez nous contacter à tout moment pendant nos heures d'ouverture.

E-mail : info@maisonserene.fr
Numéro de téléphone : +33756756826
Page de contact : cliquez ici
Page FAQ : cliquez ici

Heures d'ouverture du service clientèle (GMT+1 Paris) :
Du lundi au vendredi : de 8 h à 19 h
Samedi et dimanche : fermé

Nous faisons de notre mieux pour répondre à tous les e-mails dans un délai de 1 à 2 jours ouvrables.

Informations sur l'entreprise

Nos coordonnées officielles, fournies dans un souci de transparence totale. Nous sommes une entreprise néerlandaise qui commercialise ses produits en France. Maison-Sérène est un nom commercial de l'entreprise légale Bancas.

Nom de l'entreprise : Maison-Sérène (propriété légale de Bancas)

Adresse de l'entreprise : Zinkstraat 24, Boîte A4504, 4823 AD Breda, Pays-Bas

Numéro d'enregistrement de l'entreprise (CRN) : 91538327

Numéro d'identification TVA : NL004898470B52

Numéro D-U-N-S : 494866470