Frequently asked questions

We currently ship to France, Belgium, Germany, Austria, Italy, Spain, Poland, the Czech Republic, Denmark, Romania and the United States.

Shipping is free on every order to France, Belgium, Germany, Austria, Italy, Spain, Poland, the Czech Republic, Denmark, Romania and the United States, with tracking included. There is no minimum order amount.

Preparing your order usually takes 1–2 business days (Monday to Friday).

Once your purchase is confirmed, you receive an email letting you know we’ve started processing it. As soon as your package ships, you receive a second email with your tracking number.

Your order is usually prepared within 1–2 business days. Once it ships, you can follow your package with the tracking number we email you. Please note that busy periods, public holidays or bad weather can sometimes cause delays. More information is in our Shipping policy.

Not at the moment. All orders are shipped with our standard delivery, with full tracking included.

Yes. After you place your order, you receive a confirmation email with your order details; it also serves as your invoice. You’ll receive another email once your package ships, with your tracking number. Can’t find the confirmation? Check your spam folder, or contact us at support@seroa.fr.

Import VAT, customs duties and clearance fees, where they apply, are not included in our prices and are at the customer’s expense. If they apply, they may be collected directly by the carrier on delivery.

If we can’t fulfil your order on time, we’ll let you know no later than 30 days after you placed it. You can then cancel your order free of charge, and we refund the amount you paid straight away.

A change is possible as long as your order is not yet being processed, so time is short. Contact us as soon as possible via our contact form or at support@seroa.fr, with your order number and the full new address. Once the package has been handed to the carrier, the address can no longer be changed.

Please always check your address carefully at checkout: insured shipping does not cover packages returned to sender because of an incorrect address.

Email us as soon as possible at support@seroa.fr or use our contact form, with your order number. We can only cancel your order if processing hasn’t started yet; in that case we cancel it and refund you.

Already received your order? You have 30 days from receipt to return it (see Returns).

Once your order has been placed and paid, the payment method can’t be changed. Contact us quickly at support@seroa.fr: if your order hasn’t been prepared yet, we can cancel it so you can place a new order with the payment method you prefer.

As soon as your package ships, you receive an email with your tracking number. You can also enter your order number on our Track your order page to see its status at any time.

A new tracking number can take 24–72 hours to show its first updates, especially at the start of the journey. No update after 4 business days? Contact us via our contact form with your order number and we’ll contact the carrier for you.

Busy periods, public holidays or bad weather can sometimes cause delays. If your order hasn’t arrived by the expected date, please wait 3 more business days. After that, contact us at support@seroa.fr with your order number so we can check what’s going on.

First check with your neighbours, your letterbox and any other place where the carrier may have left it, as carriers don’t always leave a notice.

Still nothing? Contact us via our contact form with your order number. We’ll open an investigation with the carrier, and if the package can’t be found, we’ll resend your order or refund you. If you added insured shipping, it also covers a package that has been stolen in transit.

Your package is our responsibility until it has been delivered to you. If tracking shows no movement for more than 4 business days, contact us via our contact form with your order number. We’ll investigate with the carrier, and if your package can’t be found, we’ll resend your order or refund you.

Insured shipping is optional extra cover for your package in transit. It covers your order if it is lost, stolen or damaged during transport; in that case you can file a claim for a replacement or a refund. It costs $6.00 and is shown in your cart as “Insured shipping”.

It is switched on by default in your cart. It is optional: you can switch it off with the toggle in your cart before you go to checkout.

Insured shipping does not cover delivery delays, or packages returned to sender because of an incorrect address or unpaid customs fees.

Contact us at support@seroa.fr or via our contact form, with your order number and a short description of what happened. We’ll take it from there.

You have 30 days from the day you receive your order to return it, without giving a reason. That is longer than the 14 days required by European law.

• Items must be unworn, unwashed and unused.
• Return them in their original packaging, with all original tags and accessories still attached.
• Sealed items can’t be returned once the seal has been broken.

If a returned item shows more signs of wear or handling than needed to assess it, the refund may be reduced to reflect the loss in value. We’ll always let you know first.

The quickest way is our Returns portal: most requests take less than a minute.

You can also contact us at support@seroa.fr or via our contact form with your order number and the item(s) you want to return. We’ll email you the exact return address and packing instructions. After letting us know, please send the item back within 14 days.

Please contact us first. Our return address is an international warehouse, and we email you the exact address and instructions once you’ve announced your return. Returns sent without announcing them first may be delayed.

If you return an item yourself, the return shipping costs are yours and are not refunded. They are usually between €20 and €30, depending on the size of the package and the carrier you choose. If the item is faulty or we sent you the wrong item, we cover the return costs. We never charge restocking fees.

We don’t offer direct exchanges. Return the original item using our usual return process; once your return has been approved and refunded, you can place a new order for the item you want. Return costs are yours, unless the item is faulty or we made a mistake.

You are responsible for getting your return package to our warehouse, and we can’t be held liable for returns that get lost or misdelivered. If a return package is lost, only the sender (you) can file a claim with the carrier. We recommend a tracked service with proof of delivery.

Once we’ve received and inspected your return, you get an email confirming whether your refund has been approved. If it is approved, the amount is credited to your original payment method within 10 days. Depending on your bank, it may take a few extra business days to appear on your statement.

We refund you to the payment method you used for your purchase. Shipping to you was free, so there are no shipping costs to refund. Return shipping costs are not refunded, unless the item was faulty or we made a mistake. We don’t charge restocking fees.

Please first check that:

• you’ve received our email confirming your refund was approved;
• you’re looking at the account of the payment method you originally used;
• your bank has had a few extra business days to process it.

Still nothing? Contact us via our contact form with your order number and the date of the approval email, and we’ll trace the payment for you.

Contact us within 30 days of receiving your order at support@seroa.fr or via our contact form, and include:

• your order number;
• photos of the defect or damage (and of the packaging, if it’s damaged);
• a short description of the problem.

After checking, we’ll arrange a free replacement or a full refund. We cover the return costs.

Sorry about that! Please let us know straight away at support@seroa.fr, with:

• your order number;
• the reference of the item you ordered;
• the reference and a photo of the item you received.

We cover the return costs and send you the correct item.

For logistical reasons, an order can be shipped in several partial deliveries, so the rest of your order may still be on its way. Each package comes with its own tracking email. Still missing something? Contact us at support@seroa.fr with your order number and the missing item, and we’ll look into it.

• Cards: Visa, Mastercard, Maestro, American Express
• Wallets: Shop Pay, Apple Pay, Google Pay
• Local methods: Bancontact (Belgium), BLIK (Poland)

The methods available at checkout depend on your delivery country and device. We don’t charge extra fees for any payment method.

Yes. All transactions are protected by end-to-end SSL encryption, and payments are processed PCI-DSS compliant through Shopify Payments. 3D Secure 2 strong authentication is applied to all eligible cards, and every order is checked by fraud detection. No card details are ever stored on our servers.

Prices are shown in your local currency, which adapts automatically to your delivery country: euros (EUR) for France, Belgium, Germany, Austria, Italy and Spain; Polish złoty (PLN) for Poland; Czech koruna (CZK) for the Czech Republic; Danish krone (DKK) for Denmark; Romanian leu (RON) for Romania; and US dollars (USD) for the United States. You’re charged exactly the price shown when you order; we don’t add any currency conversion surcharge.

Common causes are a card limit or insufficient balance, incorrect card details, a 3D Secure check that wasn’t completed, a card not enabled for online or international purchases, or a temporary block by your bank. Even with enough balance, the most common cause is a 3D Secure block: check your banking app to approve the payment.

Check your details and try again, use another payment method, or contact your bank. Still not working? Email support@seroa.fr with a screenshot of the error message and we’ll help you complete your order.

Yes. Your order confirmation email serves as your invoice, and you can open it at any time via the link in that email. Need a duplicate, or a business invoice with your VAT number? Email support@seroa.fr.

We process your personal data in line with the GDPR. You have the right to access, correct or delete your data, to restrict or object to its use, to data portability, and to withdraw your consent at any time. To use these rights, email support@seroa.fr; we reply within one month (longer for complex requests). Read more in our Privacy policy.

Clothing and shoe product pages have a size guide, with measurements in cm and inches. Compare your measurements with the chart before ordering.

You can return the item within 30 days of receipt, as long as it is unworn, unwashed and has its original tags. We don’t offer direct exchanges: once your return has been approved and refunded, you can order the size you need. Return shipping costs are yours.

We guarantee that our products conform to your order and to the specifications in the product description. Our warranty period is the same as the manufacturer’s warranty, and it never limits your statutory rights as a consumer. Please report any defect or wrong delivery in writing to support@seroa.fr within 30 days of delivery.

Email support@seroa.fr or use our contact form with the product name or link and your question. We aim to reply within 24 hours on business days.

During our Black Friday Sale, prices are already reduced – no code needed. You see the sale prices directly in the shop, and shipping stays free.

Yes. On eligible items, you get 10% off when you buy 2 items, 15% off with 3 items and 20% off with 4 or more items. Mix & match as you like: the discount is applied automatically in your cart and at checkout.

If an offer is only valid for a limited time or comes with conditions, this is clearly stated in the offer itself.

The fastest way is our contact form: add your order number and a short description so we can help you straight away. You can also email support@seroa.fr or call +31 6 20081625.

Our customer service is available Monday to Friday, 09:00–17:00 (CET), for customers in every country. We aim to reply within 24 hours on business days.

Send your complaint, fully and clearly described, to support@seroa.fr. We reply within 14 days of receiving it. If your complaint needs more time, we’ll confirm receipt within those 14 days and tell you when to expect a more detailed answer.

You can unsubscribe at any time: click the “unsubscribe” link in any of our emails, email support@seroa.fr, or change your preferences in your customer account.

Seroa is a trade name of LRS ECOM B.V., Bertha van Moerdregtpad 22, 2841 SR Moordrecht, the Netherlands (Chamber of Commerce: 96816031, VAT: NL867774125B01). This is our registered address, not a visiting or return address: for returns, always use the return address we email you.