FAQs

Why choose Serephine?


Serephine customer service is of utmost importance and your happiness with your piece is paramount. Each piece is meticulously handcrafted with only the best materials and each style is original. Serephine pieces are hand-formed in a free-form style and because hot glue melts in direct sunlight and cracks in cold weather, they are constructed using hand stitching and premier adhesive that will not melt once the piece is assembled. This attention to detail and composition with care ensures that your piece is very durable, high quality, unique and a cut above the rest. It will be a piece you can wear for years, or an heirloom you can pass down to your own daughter someday! 


Does Serephine Wholesale?


Yes, please email erin@serephine.com for more information, line sheets, and order forms.

What is the turnaround time for a Serephine piece, once I've placed my order?


Currently, order processing is about 6 weeks, disregarding special circumstances that may take longer and will be discussed with the client. Once completed, shipping time varies by location, but is usually within 3-4 days domestically and up to 6 weeks internationally, depending on customs (usually sooner). Purchases made with Gilt City promotional discounts are subject to a processing time of 6-8 weeks before shipping.


How are Serephine pieces shipped?


Within the U.S:

Serephine pieces are shipped via USPS  Priority mail with tracking and delivery confirmation. Shipping usually takes an average of 3-4 business days (excluding order processing time) and is $9.00.


Internationally:

Serephine pieces are shipped internationally via USPS First Class International. Shipping can take up to 6 weeks (excluding order processing time) depending on customs, and is $20.00 per order.

All items arrive elegantly gift-wrapped. Serephine is not responsible for any customs fees or taxes incurred. Serephine is also not responsible for delays caused by the Postal Service, nor items not delivered because of incorrect delivery information provided.

Rush processing is available for an additional fee. Rush shipping is available for both domestic and international orders; please contact Erin Brooks for information and pricing. 

To help save our trees, receipts are not included in the packaging. If you would like a receipt, please request one and it will be promptly emailed to you.


Will my piece look exactly like those in the photographs?


Because each Serephine item is 100% handmade, each item will show slight variation. Further, the jewels used in each piece are often vintage and one of a kind. This means that you may receive a different jewel for your piece than shown in the photos. Serephine pieces only use claw-set, high quality and beautiful, sparkling jewelry, so rest assured it will be gorgeous! 

Can I place a custom order?


Due to high demand, Serephine is only able to take on a few custom projects at a time. If you are interested in a custom piece, please contact Erin Brooks for further information. Keep in mind that conversations past about 2 exchanges discussing a custom item will be billed as part of the processing time for said custom item. Custom pieces start at $300.

Can I tweak (customize) an existing piece?


Absolutely! A change in color, size, addition of extra feathers, etc., is done for many orders and is no problem. Simply add your request in the notes to seller when you check out. If your request is more than just a "tweak," you will receive an email discussing your selections, custom pricing, and whether or not a custom order is possible at that time.

Does Serephine offer returns, refunds or exchanges?


Because my items are made-to-order, take a lot of time and materials to make, and are often customized to your perfect vision, I cannot accept returns. Please think carefully about your order before placing it, and contact me with any questions so I can help you select the perfect piece for your special day. For the same reasons above, I am unable to accept exchanges. If your item arrives damaged, please let me know immediately, and I will work with you to replace it promptly.


Can I read/ leave reviews?


Yes, look here on Wedding Wire.

More questions? Check out the Policies page, or send an email.

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