Help Center

Do you have any questions or need assistance?
We have listed the most frequently answered questions below that might solve your issues. If none of these FAQs were able to solve your issue, we also offer a live chat support and a contact form below to help you getting your order right. 

 

FAQ

I would like to change my shipping address?
You can update your shipping address by contacting DearSerena. The Processing time usually takes around 2 days before being shipped. Do not hesitate to contact us. Orders that have entered the shipping process can't be changed. 

Where can I track my order?
You can track your order here: Track Order
Alternatively you can also track your order here: International 17track.net

How do I return my order?
You can return the order free and quick.
For more information visit Returns & Replacement

How much does shipping cost?
We offer free shipping to all customers worldwide. All taxes and customs clearance fees are included in the price and taken care of by us. We also take care of returned shipping costs.

Where are items shipped from?
In order to offer you the best service, we have warehouses across the world. Depending on the availability of the product in the local regions, we can ship from the United States, Asia, Russia and Europe

Do I need to create an account to make an order?
You do not need to create an account for that. Just order and check out as a guest. We do offer a 10% OFF coupon upon signing up.

Will certain items be available in the future?
Occasionally our manufacturers may discontinue or re-design a product. In those cases, we may substitute a similar item.

What are the payment options?
We accept Paypal, Mastercard, Maestro, Visa or American Express.

What will show up on my credit cards?
We will not list any adult toy or sex toys in your credit card billing.

How do I use or clean certain products?
We have made a few articles on how to use or clean our products. You can find our guides here.

Contact Office
Griegstrasse 1-3, 1200 Vienna - Austria
service@dearserena.com

Contact us