Last Updated: May 9, 2026

Thank you for choosingCasa Serenna Store. We are committed to delivering high-quality pet essentials to your doorstep. To ensure transparency, please review our shipping procedures and timelines below.1. Order Processing TimeAll orders are processed within1–2 business days(Monday to Friday).

• Orders placed on weekends or holidays will be processed the following business day.
• You will receive a confirmation email with a tracking number once your order has been dispatched.

2. Shipping Origin & Transit TimesTo offer you the best value and unique designs, we ship our products directly from ourinternational fulfillment centers in Asia.

• Standard International Shipping to the UK: 7–12 business days.
• Total Estimated Delivery Time: 8–14 business days (Processing + Transit).

Please note: Transit times are estimates. Factors such as customs processing or peak holiday seasons may occasionally cause minor delays.3. Shipping CostsWe offer transparent and affordable shipping rates for all our UK customers:

• Orders under £74.98: A flat rate of £4.95 applies.
• Orders of £74.98 and over: FREE Standard Shipping.
• All shipping costs are clearly displayed in your cart and at the final checkout stage.

4. Import VAT & Customs DutiesFor our UK customers, we aim to make the process as seamless as possible:

• VAT: Included in the purchase price at checkout. We handle the necessary import tax filings for orders under £135.
• Duties: For most standard orders, no customs duties apply. Any unexpected local customs fees remain the responsibility of the customer.

5. Tracking Your OrderOnce dispatched, you will receive a tracking link via email.

• Note on Tracking: Because your order is traveling internationally, the tracking status may not update for 3–5 days while it is in transit between international hubs. It will update once it arrives in the UK and is handed over to a local courier (such as Royal Mail or Evri).

6. Optional Shipping ProtectionFor extra peace of mind, we offerOptional Shipping Protectionat checkout for£2.50. This covers your order against loss, theft, or damage during transit. This is a completely optional service that you can select or de-select in your cart.Casa Serenna StoreOperated byFlorélian, registered in  Netherlands.Business Address:Blankvoornstraat 70, 3192 BZ Hoogvliet Rotterdam, Netherlands(Note: Please contact us via email before sending any returns to this address to ensure proper processing.)Contact Details:

• E-mail: infohelp@casaserennastore.com
• Phone: +31 6 23008253
• Chamber of Commerce (KVK): 90271351
• VAT Number: NL004804151B76

Need Help?We are here for you! We guarantee a response to all questions or special requests within24 hours.Support Hours:Monday – Sunday: 8:00 AM – 6:00 PM (UK Time)

Delivery Time
Estimated delivery time is 5–8 business days (Monday to Friday).

Tracking
Once your order has been dispatched, you will receive an email with a tracking number and a link to track your shipment.

Import Duties & VAT
We do not charge VAT or customs fees at checkout.
As orders are shipped from outside the United Kingdom, import VAT and customs duties may be charged upon delivery. These charges are determined by UK customs authorities and are the responsibility of the customer.

Failed Delivery
If delivery fails due to incorrect address details or customer unavailability, the parcel may be returned at the customer’s expense.

Address Changes
Once an order has been shipped, the delivery address cannot be changed.

Delays
Delays may occur due to customs processing or other external factors. If your order is significantly delayed, please contact us so we can assist you.

All orders are shipped directly from our international warehouse in Asia.

We offer FREE Standard Shipping on all orders over £75. For orders under this amount, a flat shipping rate of£4.95applies. This allows us to keep our product prices low while ensuring your pet's essentials arrive safely.

Processing takes1–2 business days. If you haven’t received tracking please contact us infohelp@casaserennastore.com

Orders can only be cancelled before they are processed or shipped.

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

It can take 1-2 business days for the carrier to update the tracking information.

Yes. You can request a return within 14 days of delivery.