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 automatically calculated and displayed at the bottom of the page.
3. If you have filled in and checked everything correctly, you can choose one of the available payment methods. Then select "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 goes smoothly, you will be redirected back to our webshop. A confirmation of your order will then appear.
5. You will also receive a confirmation and overview of your order and payment by email.

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

Shipping and Receiving

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

SERATA works with several recognized courier services (DPD, PostNL) for order delivery.

The delivery address you provided when placing the order will be used as the place of delivery. Incorrectly provided delivery addresses are the customer’s responsibility and may result in additional costs. Please check this carefully!

We will deliver our products as much as possible within the timeframe stated in the individual order confirmation. We always try to deliver your order as quickly as possible, but no later than 30 days after placing your order.

If you have not received your order within 30 days after placing it, you must notify us in writing. You can do this 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 under the circumstances. If we still cannot deliver the goods within that additional period, you have the right to cancel your order. We will then refund all costs you have already paid, including any standard shipping fees.

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 of the product passes to you or a third party designated by you, who is not the carrier (for example, a neighbor), at the moment they physically take possession of the products.

Returning Products

As a customer, you enjoy the statutory right of withdrawal. This means 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 received 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 your products. You can do this by filling out the return form on the website (https://serata-ybqpsa.returnless.com). Customers who placed an order before February 12, 2026, must send an email to info@serata.be due to the website update.
2. You then send the products (including any free products sent with the order) back to SERATA within 14 days after your return notification (see address below). The products must be neatly and securely packaged, preferably in the original packaging, when returned to us. You are responsible for the return shipping costs.
3. Once we have received and checked the returned products and confirmed everything is in order, we will proceed with a refund. We aim to do this within 14 days. The refund will be made using the same payment method you chose when paying for the original order.

Note! Unfortunately, carriers sometimes lose packages. You are responsible for your return. If the return package does not reach us and you have no proof of shipment (e.g., a track and trace or registered shipping receipt), SERATA cannot process the return and therefore cannot issue a refund.

The right of withdrawal applies in accordance with Article VI.53 WER does not apply to:

• the delivery of goods made according to consumer specifications or clearly intended for a specific person (such as, but not limited to, custom-made clothing, personalized clothing e.g., with printed/embroidered initials, etc.);
• the delivery of goods that spoil quickly or have a limited shelf life;
• the delivery of sealed goods that are not suitable for return for health protection or hygiene reasons 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 are irrevocably mixed with other products after delivery by their nature;
• digital products such as online courses, e-books, whitepapers, webinars, online coaching programs, and online training, when the customer has expressly agreed before delivery to start the performance of the contract before the end of the withdrawal period and has acknowledged losing the right of withdrawal by giving this consent.

Attention! This also applies to package deals. If a package deal contains products that fall under Article 5.6, those specific products in the package are non-returnable, and the customer is deemed to pay for them.

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