Shipping
Shipping & Delivery
Every Serenity by Shay order is packed with care and shipped from the Netherlands with full track & trace, so you can follow your parcel from our door to yours, and everything arrives exactly as it was meant to.
Free shipping
Shipping is on us when you spend:
- €50 or more — Netherlands, Belgium and Germany
- €100 or more — rest of Europe and worldwide
No code needed: the discount is applied automatically at the final step of checkout. Orders below the threshold are charged at the rates in the table below.
Processing time
Orders are prepared and handed over to the carrier within 1 to 3 business days. As soon as your parcel is on its way, you'll receive an email with a tracking link.
- We ship on business days only (Monday to Friday, excluding public holidays).
- Orders placed during the weekend or on a public holiday are processed the next business day.
- During sales and holiday periods, processing may take up to 5 business days. We'll always say so clearly on the site.
Shipping rates & delivery times
The delivery times below start from the moment your parcel ships, so after the 1–3 business day processing window. They're estimates: delays at the carrier or in customs are outside our control.
| Country / region | Shipping cost | Free from | Delivery after dispatch |
|---|---|---|---|
| Netherlands | € 5.95 | € 50 | 1–2 business days |
| Belgium | € 5.95 | € 50 | 1–2 business days |
| Germany | € 6.95 | € 50 | 1–3 business days |
| France | € 6.95 | € 100 | 2–4 business days |
| Austria | € 10.95 | € 100 | 3–5 business days |
| Italy | € 10.95 | € 100 | 3–6 business days |
| Spain | € 10.95 | € 100 | 3–6 business days |
| Poland | € 10.95 | € 100 | 3–6 business days |
| Portugal | € 11.95 | € 100 | 4–7 business days |
| Rest of the EU | € 10.95 | € 100 | 4–8 business days |
| Switzerland & Norway | € 14.95 | € 100 | 4–8 business days |
| United Kingdom | € 12.95 | € 100 | 4–8 business days |
| United States & Canada | € 19.95 | € 100 | 6–12 business days |
| Middle East | € 14.95 | € 100 | 7–14 business days |
| Asia | € 14.95 | € 100 | 7–14 business days |
| Australia & New Zealand | € 19.95 | € 100 | 7–14 business days |
| Rest of the world | € 19.95 – € 29.95 | € 100 | 10–20 business days |
The exact rate for your address is always shown before you complete your order.
Customs, VAT and import duties
Within the EU: all prices include VAT. You'll never pay anything extra on delivery.
Outside the EU (including Switzerland, Norway, the UK, the US and Asia):
Duties payable by the customer (DAP): Import duties and local taxes are not included and are charged by customs in your country. These costs are the recipient's responsibility, and we have no influence over the amount.
Tracking your order
Once your order ships, you'll receive an email with your tracking code. If the status doesn't move right away don't worry, it can take up to 24 hours before the carrier processes the first scan.
Not home when the courier arrives? In most cases they'll make a second attempt or leave your parcel at a nearby pickup point. Your tracking link shows exactly what's happening.
Entered the wrong address?
Spotted a mistake in your address? Email us as soon as you can. If your order hasn't been handed to the carrier yet, we'll correct it free of charge. Once a parcel is on its way, the address can no longer be changed.
Damaged or missing parcel?
Did your order arrive damaged? Email us at info@serenitybyshay.com, ideally within 5 business days of delivery, with clear photos of both the product and the shipping box. We'll sort it out quickly with a replacement or a refund. This timeframe helps us help you faster and does not affect your statutory rights.
Has your tracking been stuck for more than 7 business days, or hasn't your parcel arrived at all? Let us know and we'll open an investigation with the carrier. These typically take 5 to 10 business days, after which we'll either resend your order or refund you in full.
Returns
Not quite what you were looking for? You have 14 days to change your mind. See how returns work on our returns page or in our [terms and conditions].
Questions about your order?
Email us at info@serenitybyshay.com we reply within 1–2 business days. Include your order number and we can help you straight away.