Frequently Asked Questions

The Answers

Can I pay safely using a credit or debit card online?

Yes. We use a recognised and reliable web technology call Secure Socket Layer Encryption to keep your details secure as they are sent to our ordering system. Your transaction is handled by Barclays Merchant Services on the same secure system that a credit card transaction in a shop would be handled by.

Can I order by telephone?

Yes you can order by telephone. You'll find the details on our Contact Us page.

How much will postage cost?

All postage charges are shown in your shopping basket. They are based on the items you order and will not change after you have submitted your order. The price you see is the price you pay. Please note that it’s free delivery for orders over £50 in uk only.

Where can you deliver to?

We deliver through the Royal Mail, and our standard postage charges cover delivery to anywhere on the UK mainland. At the moment we don't deliver overseas.

How long does delivery take?

We send all orders by First Class post, meaning that the majority will be delivered within one or two days of dispatch. If there are significant delays due to availability of the products in your order we will let you know as soon as possible.

What do I do if my goods have arrived damaged?

Just email us at customer.service@serendipitydirect.com with details of the problem and we will let you know what to do. You will not be liable for postage charges on items returned because of damage.

Can I return products I don't like?

Yes, as long as they are returned intact in their original packaging and within 7 days. You will be liable for return postage in this situation.

What if a product is missing when I receive my order?

Again, just email us at customer.service@serendipitydirect.com with details of the problem and we will sort it out for you as soon as possible. We check every order before it is dispatched, so we do not expect problems like this to arise very often.

Once I have ordered will I start receiving unsolicited emails?

Absolutely not. We do not add you to our mailing database unless you explicitly opt-in to receive our occasional mailings. Your details are used for the purposes of fulfilling your order, and that is all. We also never share your details with any third parties.

Can I read your privacy policy?

Yes. Look at our Privacy Policy page

What do I do if I have a complaint?

We want your experience of shopping with us to be as positive as possible, but if you do become unhappy at any time, just email customer.service@serendipitydirect.com with details of the problem and we will do our best to sort it out.

Do you have a shop or catalogue?

We have two shops in Kent, one in the Bluewater Shopping Centre, the other in Gravesend. You can see full details on both on our contact page. We do not have a full catalogue as our range grows almost daily, but if there is something in particular you are looking for that you don't see on the site, call us and we'll let you know if we carry it.

How long have you been trading?

We have been trading since 1995, growing from one shop to two and now adding an online arm to the business with this site. We have many happy customers who come back to us over and over, and we regularly win awards voted on by members of the public.

Frequently Asked Questions

Ordering, Payment & Security

Delivery

Returning products

Privacy

If things don't go right?

General Questions