Shipping policy

Thank you for shopping with Serbura. This Shipping Policy explains how we prepare, dispatch and deliver your order, what it costs, and what you can expect after you place it. By placing an order on serbura.com you agree to the terms described below.

Where We Ship

We currently deliver to the United States, Germany, member states of the European Union and selected international destinations including Australia, Canada, Switzerland, Japan, South Korea and several other countries listed at checkout. If your country is not offered at checkout, we are unfortunately unable to fulfil orders to that destination at this time.

All parcels are sent door to door with signature-free delivery wherever possible. Your parcel does not need to be signed for in most destinations, so please make sure the delivery address you provide is complete and correct.

Shipping Costs

Standard shipping within the United States is free of charge on every order.

For all other destinations, available shipping options and their exact cost are calculated based on your delivery address and displayed transparently at checkout before you complete your purchase. You always see the final shipping amount before payment, and no hidden fees are added afterwards.

For international deliveries, local customs duties, import taxes or handling fees may apply depending on your destination country. Where these charges arise, they are set by your local customs authority and are not included in the item price or the shipping amount shown at checkout. Any such charges are the responsibility of the recipient.

Processing Time and Order Cut-Off

Every order is prepared by hand before dispatch. Our processing time is 1-2 business days from the moment your order is confirmed.

Our daily cut-off time is 2:00 PM ET (Eastern Time). Orders placed before the cut-off usually leave our facility on the same business day. Orders placed after 2:00 PM ET (Eastern Time), at weekends or on public holidays are handled on the next business day. Business days are Monday to Friday and do not include weekends or public holidays.

Please note that processing time and delivery time are separate stages. The total delivery estimate below already includes both.

Dispatch and Tracking

As soon as your parcel leaves our facility, you receive a shipping confirmation e-mail containing your tracking number together with a direct tracking link. Tracking usually becomes active within 24 hours of dispatch as the first scan is registered.

Orders are shipped via a trusted international courier service that collects parcels directly from our facility every business day.

If your tracking number has not become active 48 hours after receiving your dispatch confirmation, or if the link shows no updates for several consecutive days, please contact us and we will investigate immediately.

Delivery Time

Preparation at our facility: 1-2 business days (Monday to Friday).
Transit time: 5-8 days door to door, measured from dispatch.
Total delivery time: typically 6-10 days from the date of your order.

Delivery times refer to business days and assume that your address is reachable without special restrictions. Remote or hard-to-reach areas may require additional transit days depending on the courier route.

Delays

Occasional delays can happen beyond our control, for example during peak periods, extreme weather events, customs inspections or security checks in the destination country. If a delay affects your order, the tracking page will usually reflect it first. We monitor every shipment ourselves and proactively reach out if we see a problem with your parcel.

If your estimated delivery window has passed and tracking has not updated, please contact us at the address below and include your order number. We will open an inquiry with the carrier on your behalf.

Lost or Damaged Parcels

If your parcel arrives damaged, please take photographs of the outer packaging and the contents and contact us within 48 hours of delivery. This helps us document the case correctly with the carrier.

If tracking shows your parcel as delivered but you have not received it, please check with household members, neighbours and your building's mail room first, then contact us. Lost-in-transit cases are investigated as soon as you report them; once the investigation is complete, you receive either a replacement or a full refund, whichever you prefer.

Multiple Items and Split Shipments

We aim to send every order as one single parcel. If items must ship separately because of availability or packing size, we cover any additional shipping cost ourselves and each part receives its own tracking number.

Address Responsibility

Serbura ships to the exact address entered at checkout. If a parcel is returned to sender because the address was incomplete or incorrect, we will contact you to arrange redelivery. Additional delivery attempts caused by incorrect address details may incur further shipping charges payable by the customer before redelivery.

Related Policies

The following pages form part of our terms and explain related topics:

Taxes, Duties and Import Fees

Orders shipped to addresses within the United States are not subject to customs duties or import fees. For all other destinations, your parcel may be subject to import duties, taxes or customs processing fees once it reaches the destination country. These charges are set by the local customs authority, are not collected or pre-paid by us, and remain the responsibility of the recipient. We recommend checking the current import rules of your country before placing an order.

Peak Season Note

During high-demand periods such as major holidays, orders can take up to one additional business day to prepare. Your order cut-off time of 2:00 PM ET (Eastern Time) stays the same throughout the year, and we always dispatch in the order in which orders were received.

Order Changes and Cancellations

Address changes, item changes and cancellations can be accepted until your order is dispatched. Once a parcel is with the courier, we can no longer modify or stop it, and the fastest way to a different item is our free exchange process after delivery. Full details about cancellations are described in our Refund Policy.

Undeliverable or Refused Parcels

If a parcel cannot be delivered because the address is incomplete or incorrect, or if it is refused at the door, it returns to the sender. In that case we can send it out again once the address has been confirmed; the additional shipping cost for the second dispatch has to be covered by the customer.