Help Center - Serendro

Order Processing
All orders are processed within 1–3 business days. Once your order has shipped, you will receive a confirmation email with tracking information.

Please note that processing times may be slightly extended during new releases or high-demand periods.

Shipping Methods & Delivery Times
We offer standard and expedited shipping options at checkout. Delivery times will vary based on your location and selected shipping method.

Estimated delivery times:

Standard Shipping: 3–7 business days
Expedited Shipping: 1–3 business days

Shipping Rates
Shipping costs are calculated at checkout based on your location and selected shipping method.

Domestic Shipping
We currently ship within the United States. We plan to expand to international shipping in the near future.

Order Tracking
Once your order has shipped, you will receive a tracking number via email to monitor its progress.

Lost or Delayed Packages
SERENDRO is not responsible for delays caused by carriers or external factors once an order has shipped. If your package is lost or significantly delayed, please contact the carrier directly. If you need assistance, feel free to reach out to us at info@serendro.com

Incorrect Shipping Information
Please ensure all shipping details are entered correctly at checkout. SERENDRO is not responsible for orders shipped to incorrect addresses provided by the customer.

Return Policy

We accept returns within 14 days of delivery. To be eligible, items must be returned in their original condition—unworn, unwashed, and with all original tags attached. All items must be returned in their original garment bag. Returns that do not meet these standards will not be accepted. Approved returns will be issued as store credit.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@serendro.com.

What is your return policy?

We accept returns within 14 days of delivery. To be eligible, items must be returned in their original condition—unworn, unwashed, and with all original tags attached. All items must be returned in their original garment bag. Returns that do not meet these standards will not be accepted. Approved returns will be issued as store credit.

How do we source our cashmere?

We source our cashmere in accordance with the Good Cashmere Standard (GCS), an independent framework that ensures responsible and transparent practices across the entire supply chain. This standard prioritizes the welfare of the goats, supports herders and their communities, and promotes environmental stewardship of grazing land. Compliance is verified through regular third-party audits, ensuring each garment meets a higher standard of integrity rom origin to finished piece.

How Should I Care For My Cashmere?

Cashmere is a refined natural fiber that benefits from thoughtful care. We recommend hand washing cold with a mild detergent, avoiding bleach and heat. Do not iron. After washing, gently reshape and lay flat to dry. Handled with care, cashmere becomes softer over time. Designed to be worn, lived in, and kept.

Where are your garments made?

Our garments are produced in Shanghai, China by highly skilled artisans specializing in fine cashmere and knitwear. We partner with experienced manufacturers known for their craftsmanship, precision, and ability to work with the highest-quality natural fibers.

Will you restock sold-out items?

Select styles may be restocked based on demand, but many of our pieces are produced in limited quantities to maintain quality and intention. We recommend securing your size when available, as restocks are not guaranteed.

Shipping Policy

Returns & Exchanges

FAQs

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