FAQS

 

How long will it take to process and deliver my order placed online?

Orders are being processed through our Vancouver, B.C. warehouse within 5-7 business days. Once your order is processed you will receive an email with a Canada Post tracking number and you can follow the progress there. Allow up to 72 hours for the tracking number to become live. Orders are being delivered within 1-2 weeks across Canada.

How much does shipping cost?

Orders of $100 or more (after discounts and excluding taxes), Free standard shipping via Canada Post.

Orders under $100 (after discounts and excluding taxes), $10 flat rate shipping.

Do you ship to PO boxes?

Yes, orders shipped to PO boxes are sent via Canada Post.

Do you ship outside of Canada?

No, we currently only ship within Canada.

Can I modify or cancel my order?

To cancel an order, email contact@serena-west.com ASAP before your order is shipped. Unfortunately, we are unable to modify orders once they have been shipped.

How do I know when my online order is ready to be picked up at the store?

You will receive a call from the store you selected when your order is ready for pick up.

How do I return my online order?

Online orders can be returned at any of our store locations within 14 days of the shipping date, excluding final sale items.

To return items by mail, email contact@serena-west.com within 14 days of the shipping date to request a return authorization and return instructions.

Can loyalty rewards coupons be used on the web store?

No, not at this time. Please visit one of our stores to redeem your loyalty rewards coupon.

Can e-gift cards and gift certificates be used on the web store?

No, not at this time. Please visit one of our stores to redeem your e-gift card or gift certificate.

What if a style and colour for a regular-priced item is not available to purchase in my size?

Email contact@serena-west.com with the style number, colour and size that you want to purchase.  You will receive an email if the item is back ordered with the date the item is available for purchase.

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