Shipping and return policy

Placing an order

1. Through our webshop, you can add various items to your shopping cart. Once you are satisfied with the selected items, go to your cart and choose "Complete order".
2. You will be redirected to the page where you can enter your delivery and billing address. When you enter the delivery country, the shipping costs will be calculated automatically and displayed at the bottom of the page.
3. Once you have entered and checked everything correctly, you can choose one of the available payment methods. Then choose "Complete order". You will be redirected to our payment environment, where you can enter your payment information according to the chosen payment method.
4. If everything has gone correctly, you will be redirected back to our webshop. A confirmation of your order will then appear.
5. You will also receive an email confirmation and an overview of your order and payment.

By placing an order on our website, you agree to our general terms and conditions. By placing an order, you enter into a binding agreement and must therefore also accept our general terms and conditions. 

Shipping and delivery

As soon as we have received your payment, we will get to work!

SERATA works with various recognized courier services (DPD, PostNL) to deliver orders.

The delivery address is the address you provided when placing the order. Incorrectly provided delivery addresses are the customer's responsibility and may result in additional costs. So please check this carefully!

We will deliver our products, as far as possible, within the timeframe stated in the individual order confirmation. We always try to deliver your order as quickly as possible.

If you have not received your order within 30 days after placing it, you must notify us of this in writing. You can do so by email at info@serata.be or by registered letter. We will then contact you to agree on an additional delivery period that is reasonable given the circumstances. If we have still been unable to deliver the goods within this additional period, you have the right to cancel your order. We will then reimburse all costs you have already paid, including any standard shipping costs paid.

We reserve the right to make partial deliveries, for example when it is not possible to deliver all products from your order at the same time.

The risk relating to the product transfers when you, or a third party designated by you who is not the carrier (for example, a neighbor), physically takes possession of the products.

Returning products

As a customer, you have the statutory right of withdrawal. This means that you have the right to change your mind and cancel your order up to 14 days after you have received the product or someone has accepted it on your behalf (for example, a neighbor).

How to return a product:

1. If you choose to return your products, you must notify us within 14 days of receiving them. You can do this by completing the return form on the website (https://serata-ybqpsa.returnless.com). 
2. You must then send the products (including any free products sent with them) back to SERATA within 14 days of notifying us of the return (see address below). The products must be returned to us neatly and securely packaged, preferably in the original packaging where possible. You must pay the costs of returning the products yourself.
3. As soon as we have received the returned products and checked that everything is in order, we will issue a refund. We aim to do this within 14 days. The refund will be made using the same payment method as the one you chose when paying for the original order.

Under Article VI.53 of the Belgian Economic Law Code, the right of withdrawal does not apply to:

• the delivery of goods manufactured according to the consumer's specifications or clearly intended for a specific person (such as, but not limited to, custom-made clothing, personalized clothing, e.g. with initials printed or embroidered, etc.);
• the delivery of goods that deteriorate rapidly or have a limited shelf life;
• the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery (such as, but not limited to, catsuits, latex clothing, sex toys, thongs, bodystockings, pantyhose, and stockings, massage products, perfume, etc.)
• the delivery of goods that, after delivery, become irreversibly mixed with other products due to their nature;
• digital products such as online courses, e-books, whitepapers, webinars, online coaching programs, and online training, when the customer has expressly consented in advance to the performance of the agreement beginning before the end of the withdrawal period and has acknowledged that they lose their right of withdrawal upon giving this consent.

Please note! This also applies to bundle deals. If a bundle deal contains products covered by Article 5.6, those specific products in the bundle cannot be returned and the customer is deemed to have agreed to pay for them.

Additional information about deliveries and returns can be found in Articles 4 and 5 of our general terms and conditions.