FAQ

SereneSphere Ordering, Product, Returns, and Payment Details

Ordering and Shipping

When Will My Order Ship?

At SereneSphere, we prioritize precision and care in preparing your order. Most women’s footwear orders are processed and shipped within 1–2 working days. During this time, our team:


  • Verifies inventory and inspects each pair for craftsmanship, ensuring no defects like loose stitching or uneven soles.
  • Packages items in premium, eco-friendly materials to protect them during transit, including reinforced soles for boots and dust bags for sandals.


For intricate designs—such as hand-embellished high-heeled boots or designer sandals with beaded details—processing may take 3–4 working days. These pieces require extra attention from our artisans to ensure every detail meets our standards.


Weekend Orders: Orders placed after 3:00 pm EST on Friday or over the weekend will be shipped on the next business day (e.g., a Saturday order will ship on Monday). This allows our team to handle your order during regular business hours for optimal care.

Where Do You Ship To?

We offer worldwide shipping to over 150 countries, from the US to Europe, Asia, and beyond.


  • Domestic (US): Orders typically arrive in 5–10 business days.
  • International: Delivery times vary by region (10–21 business days), influenced by customs clearance, carrier routes, and local holidays.
  • Customs Fees: International orders may incur additional customs duties, taxes, or brokerage fees, which are the responsibility of the recipient. These charges are determined by your country’s regulations; we recommend checking with your local customs office in advance.

Order Inquiries

For questions about your order—such as tracking updates, gift wrapping, or bulk orders—use the contact form on our Contact Us page. Our customer service team responds within 1–2 business days and can assist with:


  • Updating shipping addresses (if your order hasn’t shipped yet).
  • Providing gift cards or order confirmations for gifting.
  • Rush processing requests for urgent orders (available for an additional fee).

Product Sourcing and Accuracy

How Are Materials Sourced?

At SereneSphere, sustainability and ethical practices are central to our brand:


  • Local Artisanship: Over 70% of our materials—including premium leathers, organic cotton fabrics, and hand-woven trims—are sourced from local US suppliers, primarily in Texas and California. This supports small businesses and reduces our carbon footprint.
  • Eco-Friendly Standards:
    • Leathers are sourced from LWG-certified tanneries that use waterless dyeing and recycled energy.
    • Fabrics like recycled polyester and plant-based textiles are prioritized for their low environmental impact.
  • Fair Labor: We ensure all suppliers adhere to fair wage practices and safe working conditions, audited annually for compliance.

Color Accuracy in Photos

While we strive for exact color representation, slight variations may occur due to:


  • Material Batches: Natural dyes can vary slightly between production runs, especially in hand-dyed leathers or fabrics.
  • Display Settings: Monitors calibrate colors differently (e.g., a “ruby red” may appear warmer on an iPhone versus a Samsung screen).
  • Lighting: Product photos are taken in studio lighting to mimic natural daylight, but real-world lighting (e.g., fluorescent vs. sunlight) can alter perception.


For critical color matching, we offer swatch samples for a nominal fee. Contact us to request one before placing your order.

Returns and Exchanges

What Is Your Return Policy?

We offer a 30-day return window for unworn, undamaged items in their original condition (tags attached, no signs of wear).


  • How to Return:
    1. Submit a request via our Returns & Exchanges page to receive a prepaid shipping label (US orders only) or return instructions.
    2. Items must be shipped back within 10 days of receiving the label.
  • Eligibility: Refunds exclude shipping costs unless the return is due to a SereneSphere error (e.g., wrong size shipped).
  • After 30 Days: We may offer store credit or exchange options for eligible items at our discretion.

Damaged or Defective Items

If your order arrives damaged (e.g., scuffed soles, broken zippers) or defective, contact us immediately within 7 days of delivery via:


  • Email: support@serenesphere.com
  • Live Chat: Available on our website Monday–Friday, 9:00 am–5:00 pm EST.


Include:


  • Your order number.
  • Clear photos of the damage and packaging (to assist with carrier claims).
  • A brief description of the issue.


We will:


  • Ship a replacement at no cost (if in stock).
  • Issue a full refund, including original shipping fees.
  • Work with you to resolve the issue within 48 hours.

Payment Options

Do You Offer Cash on Delivery (COD)?

We do not offer COD at this time. Instead, we provide secure and flexible payment methods:


  • Credit/Debit Cards: Visa, Mastercard, American Express, and Discover, processed via encrypted SSL technology.
  • Digital Wallets: Apple Pay, Google Pay, and PayPal for fast, secure checkout.
  • Installment Plans: Partner with Afterpay, Klarna, and Sezzle to split payments into 4 interest-free installments (available for orders over $50).

Can I Use Afterpay for Orders to Los Angeles?

Yes! Afterpay is available for all US orders, including Los Angeles. At checkout, select Afterpay to:


  • Pay in 4 installments (due every 2 weeks).
  • Receive your order immediately, with no hidden fees or interest charges.
  • Enjoy instant approval for most customers with a valid US payment method.