FREQUENTLY ASKED QUESTIONS

We ship every order with Aus Post express shipping. For metro areas this means 1-2 business days and regional areas 2-4 business days from the time the order is packed. We aim to get most orders out same day or next business day at the latest.

Once you order has been packed and sent, you will receive an email notification with your Aus Post tracking number. You can follow your tracking number by entering it in the Aus Post tracking by clicking HERE.

AUS POST DELAYS: Aus Post have reported a much higher demand for their services and thus at times cannot guarantee the express delivery timeframes. Please allow an extra 1-3 days for tracking updates if your item is passed the expected delivery date.

If your order is more than 3 days overdue, please contact Aus Post or our customer care team and we will be happy to investigate it for you. Contact our customer care team HERE.

We ship every order with Aus Post express shipping. 

Metro: 1-2 business days

Regional: 3-4 business days

International: 7-10 business days

We aim to get most orders out same day or next business day at the latest.

Express shipping: $10

Free express shipping for all orders over $99.

International express shipping: $50

Your parcel will not need to be signed for, however, if there are no safe places to leave your parcel in the event that you are not home for delivery, the item will be left at the nearest Aus Post for collection.

You will receive a notification and post card to notify you of your missed delivery and can pick up the parcel from designated Aus Post store.

We accept refund/exchange requests on all full priced items within 14 days of receiving your order. To view the full returns policy visit our returns & exchanges page HERE.

Underwear MUST be tried on over the top of your own underwear. Once a piece of underwear is worn on bare skin it cannot be returned.

To return or exchange any underwear, it must be returned in original condition; unworn, unwashed, and free from marks or stains.

Once you have sent your item back to us and we've received the item, your return request will be reviewed and processed within 5 business days. Please allow extra time for holiday periods.

Once we have processed your return, you will receive an email notification to let you know.

Your refund will be processed the same way as your original payment method. Eg. If you paid via PayPal the refund will be sent back to your PayPal account.

For optimal care of your Serena lingerie pieces please gently hand wash in cold water only.

♡ Do not use any harsh soaps or chemicals

♡ Avoid washing detergents that contain bleaching elements or ‘oxy-action’

♡ Do not rub or wring

♡ Do not iron or dry clean

♡ Line dry only, preferably in shade

Our Serena lingerie sizes are true to size. Please view our size guide to identify your size HERE.