Aurora Cleanser
Where is SÉRÈNE made?
All SÉRÈNE products are crafted in Switzerland using precision biotech and rare alpine botanicals — formulated specifically for the Gulf’s dry and demanding climate. All our products are officially registered with Dubai Municipality, EU and Swiss Compliant.
Is SÉRÈNE suitable for sensitive skin?
Yes. Our formulations are dermatologically tested and free from harsh ingredients. However, we always recommend a patch test before trying any new product.
Are your products cruelty-free and vegan?
Yes. SÉRÈNE is proudly cruelty-free and offers vegan-friendly formulations wherever possible. We also use FSC-certified packaging and sustainable actives.
How do I know which products are right for me?
Take our Tailored Beauty Quiz to receive a personalized routine based on your skin’s needs. It’s fast, science-backed, and completely free.
Can I return a product if I change my mind?
We accept returns within 7 days, as long as the item is unopened and unused. For hygiene reasons, we cannot accept opened skincare items. Please review our Returns Policy for full details.
Do you ship outside the UAE?
We now ship worldwide and Checkout only in AED. Please check our shipping policy for more information.
Are your products safe during pregnancy?
We always recommend consulting your physician before introducing new products during pregnancy or breastfeeding.
I’m interested in distributing SÉRÈNE in my country — who should I contact?
We welcome partnership inquiries from select distributors and retail partners across the GCC and beyond. If you’re interested in representing SÉRÈNE in your market, please reach out to us at partnerships@serenesuisse.com with your company profile.
Shipping Policy
At SÉRÈNE, we aim to deliver a seamless and elegant experience from checkout to your doorstep.
All orders are shipped from the United Arab Emirates to destinations worldwide, ensuring the highest standards of care and handling.
Shipping Locations, Delivery Time & Method
We now ship worldwide in AED.
Our primary shipping destinations and estimated delivery times are as follows:
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United Arab Emirates: Next-day delivery
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GCC & Middle East (Saudi Arabia, Qatar, Kuwait, Bahrain, Oman, Lebanon): 3–5 business days
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Europe & United Kingdom,: 5-7 business days
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North America: United States of America: 5-7 business days
If your country is not listed, please contact us at shipping@serenesuisse.com and our team will assist you.
Delivery times are estimates and may vary depending on customs clearance or courier capacity.
Shipping Fees & Pricing
All product prices and shipping rates are displayed in AED (United Arab Emirates Dirhams).
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UAE: Free standard and express delivery (including taxes, custom duties)
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GCC: Flat rate AED 50
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Rest of the world: Flat rate AED 75
Processing Time
Orders are processed within 1–2 business days, excluding weekends and public holidays.
You’ll receive a confirmation email with tracking details once your order has been shipped.
Customs & Duties for international shipping:
Customs duties, import taxes, and local fees are excluded from SÉRÈNE’s product prices and shipping charges.
These are the sole responsibility of the recipient and vary by destination.
SÉRÈNE does not collect or pre-pay any customs or import charges.
If such fees apply, your local courier or customs office will contact you directly for payment before delivery.
Delays
While we strive for timely delivery, external factors such as customs inspections, high-volume periods, weather, or courier constraints may occasionally cause delays.
We will always assist you in tracking and resolving any shipping issues promptly.
Address Accuracy
Please ensure all shipping details entered at checkout are accurate and complete.
SÉRÈNE is not responsible for failed deliveries due to incorrect or incomplete addresses.
Shipping Assistance
For any shipping questions, please contact us at shipping@serenesuisse.com or contact us during business hours (Monday–Friday, 9 AM – 5 PM GST).
We want you to feel confident with every order.
At SÉRÈNE, each product is crafted with precision and care. However, if your experience is not as expected, we’re here to assist. Please review our return and exchange guidelines below.
Eligibility for Return or Exchange
We accept returns or exchanges under the following conditions:
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The request is submitted within 7 days of receiving your order.
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The item is unopened, unused, and in its original condition and packaging.
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Proof of purchase (order confirmation or invoice) is provided.
Due to the nature of skincare products, we cannot accept returns or exchanges on any item that has been opened, used, or tampered with. This is in accordance with international hygiene and safety standards.
Non-Returnable Items
For the safety of our customers, we do not accept returns on:
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Opened or used products
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Items purchased as part of a promotion or final sale
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Gift cards or digital products
Damaged or Incorrect Orders
If you received an item that is damaged or incorrect, please contact us within 48 hours of delivery. We may request photos of the issue for verification. Once confirmed, we will arrange a replacement or issue a refund where appropriate.
How to Initiate a Return
Please email us at support@serenesuisse.com with the following:
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Your full name and order number
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The item(s) you wish to return
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The reason for the return
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Clear photos (if item is damaged or incorrect)
Our support team will respond within 1–2 business days with the next steps.
Refunds
If your return is approved, the refund will be processed to your original payment method within 5–10 business days. Shipping charges are non-refundable unless the return is due to our error.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to damage or a fulfillment mistake on our part. We recommend using a tracked courier service, as SÉRÈNE is not liable for lost returns.
Need Help?
Contact us at support@serenesuisse.com or via WhatsApp between Monday–Friday, 9AM to 5PM (Gulf Standard Time).
