Frequently Asked Questions

Find answers to common questions about orders, shipping, returns, payments, and customer support. If you need further assistance, our customer support team is always happy to help.

1. What products does Senares offer?

Senares offers curated lifestyle products across multiple categories, including holiday decorations, garden items, garden tools, garden décor, happy bird life, happy pet life, inner harmony, alfresco styling, decorative interiors, and curated gifts.

2. How do I place an order?

Simply browse our collections, add your preferred items to cart, and proceed to checkout. Once your payment is successfully completed, you will receive an order confirmation email.

3. What payment methods do you accept?

We accept major payment methods available at checkout, which may include major credit and debit cards as well as other secure payment options supported on our website.

4. In what currency are your prices displayed?

Unless otherwise stated, all prices on our website are displayed in USD. Final pricing, shipping fees, taxes, or any applicable charges will be shown during checkout before you complete your purchase.

5. How long does order processing take?

Orders are typically processed within 1–5 business days after payment confirmation. Processing time does not include weekends, public holidays, or carrier transit time, and may be slightly longer during peak seasons or promotional periods.

6. How long does shipping take?

Delivery times vary depending on the destination. Estimated shipping times are provided in our Shipping Policy and may vary due to customs clearance, local delivery conditions, weather events, transportation disruptions, and other logistics circumstances beyond our control.

7. Do you ship internationally?

Yes, we currently offer shipping to most countries and regions worldwide. Delivery availability may vary depending on the destination, local carrier coverage, customs requirements, and other logistical limitations. If your location is unavailable during checkout, please contact us and we will do our best to assist you.

8. How can I track my order?

Once your order has been shipped, you will receive a shipment confirmation email with tracking details, where available. Please allow 24–72 hours for tracking information to update after dispatch, as carrier systems may require time to reflect the latest status.

9. How much is shipping?

Shipping charges are calculated at checkout based on factors such as destination, order value, order weight, and the shipping method selected. The shipping fee for standard parcels is USD 9.99. Free shipping may be available for qualifying orders over USD 109, and any applicable shipping discounts will be displayed at checkout.

10. Will I need to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, VAT, or other fees depending on the destination country. Unless otherwise stated at checkout, such charges are the responsibility of the customer.

11. Can I cancel or change my order?

Orders may only be cancelled or modified before they have been processed or prepared for shipment. If you need to request a change, please contact us as soon as possible after placing your order. Once an order has been processed or shipped, we may not be able to modify the order details.

12. What is your return policy?

Eligible returns may generally be requested within 14 days of delivery, provided the item is unused, unwashed, in its original packaging, and in resalable condition. Some items may be non-returnable due to hygiene, customization, product-specific, or promotional reasons. Please refer to our Refund & Return Policy for full details and exclusions.

13. How long do refunds take?

Once an approved returned item has been received and inspected, refunds are typically issued to the original payment method within 5–10 business days. The exact posting time may vary depending on your bank, card issuer, or payment provider.

14. What should I do if my item arrives damaged or incorrect?

Please contact us within 7 days of delivery and include your order number together with clear photos of the item, packaging, and any visible issue. We will review the case and provide an appropriate resolution in accordance with our Refund & Return Policy.

15. How can I contact customer support?

You can reach our customer support team by email at support@senares.com. To help us assist you more efficiently, please include your order number, the email address used for your purchase, and a brief description of your inquiry.

16. Company Information

Company Name: YUANCHEN HORIZON CO., LIMITED

Website: www.senares.com

Registered Address: RM H11, 1/F, KAISER EST PHASE 2, NO. 51 MAN YUE ST, HUNG HOM, HONG KONG

Customer Support Email: support@senares.com

Still Need Help?

If your question is not covered here, please feel free to contact us and our support team will do its best to assist you as promptly as possible.

Operated by: YUANCHEN HORIZON CO., LIMITED
Address: RM H11, 1/F, KAISER EST PHASE 2, NO. 51 MAN YUE ST, HUNG HOM, HONG KONG
Email: support@senares.com