FAQ
Welcome toΒ Seronyva. Here you can find answers to common questions about our skincare products, orders, shipping, returns, payments, and customer support.
How do I place an order?
To place an order, select the skincare product you wish to purchase, choose any available product options, add the item to your cart, and follow the instructions provided during checkout.
Once checkout has been completed successfully, an order confirmation will be sent to the email address provided at checkout.
Can I change or cancel my order?
If you need to request a change or cancellation, please contact us as soon as possible after placing your order.
We will make reasonable efforts to assist before fulfillment begins. However, changes or cancellations cannot be guaranteed once an order has entered processing, fulfillment, shipment preparation, or dispatch.
How can I track my order?
When tracking information becomes available, it will be sent to the email address used at checkout.
Please note that tracking activity may take time to appear after a shipping label has been created, and carrier updates may vary depending on the shipping provider.
If you need assistance locating your tracking information, please contact us at service@seronyva.com.
When will my order arrive?
Delivery estimates may vary depending on destination, product availability, carrier operations, customs review, weather conditions, holidays, and other factors outside our reasonable control.
For additional information regarding delivery estimates, shipping costs, and shipping procedures, please review our Shipping Policy.
Where can I find product ingredients and usage instructions?
We encourage customers to review the product descriptions, ingredient information, and usage instructions provided on the relevant product pages or product packaging before use.
Skincare needs and individual skin responses may vary. Please follow the product-specific directions and review the ingredient list for any known sensitivities.
If you experience irritation or an unexpected skin reaction, discontinue use and seek appropriate professional advice if necessary.
For questions about product details or available ingredient information, please contact service@seronyva.com.
What should I do if my order is damaged, incorrect, or incomplete?
If your order arrives damaged, defective, incorrect, or incomplete, please contact us promptly at service@seronyva.com.
To help us review the issue, please include your order number and clear photos of the affected product, packaging, and shipping label where applicable.
If a skincare product arrives with damaged packaging, leakage, a broken seal, or other visible product-integrity concerns, please inform our customer support team and avoid using the affected product until the issue has been reviewed.
We will review the information provided and advise you of the appropriate next steps in accordance with our store policies and applicable consumer protection laws.
What is your return process?
Before returning any item, please review our Return & Refund Policy and contact us for return authorization and instructions.
Our customer support team will review your request and provide the appropriate return instructions and return address for your order.
Due to the nature of skincare products, return eligibility may depend on the product's condition, whether it has been opened or used, hygiene considerations, and the applicable return policy, subject to consumer protection laws.
Returns sent without prior authorization or without following the provided instructions may not be accepted, except where otherwise required by applicable law.
Please do not send returned products directly to our registered business address unless our customer support team specifically instructs you to do so.
Which payment methods are accepted?
Available payment methods are displayed during checkout and may vary depending on location, currency, device, and the payment services available at the time of purchase.
Customers can review the available payment options and total order amount before completing checkout.
For additional information, please review our Payment & Security page.
How can I contact customer support?
If you have questions about our skincare products, ingredient information, usage instructions, orders, shipping, returns, payments, or other store-related matters, please contact us by email.
When contacting us about an existing purchase, please include your order number and the email address used at checkout.
We aim to respond to customer inquiries within 1β2 business days.
Contact Us
If you have questions regarding our products, orders, shipments, returns, or other customer service matters, please contact us using the information below.
Brand: Seronyva
Website: seronyva.com
Legal Entity: Shaanxi Xiyue Xiaoyan Technology Co., Ltd.
Registered Business Address: Room 10829-D62 [Cluster], 8th Floor, Unit 1, Building 1, Shangcheng International, South of South Third Ring Road and West of Yanming South Road, Chanba District, Xiβan, Shaanxi Province, China.
Customer Support Email: service@seronyva.com
Customer Support Hours: MondayβFriday, 9:00 AMβ6:00 PM (U.S. Eastern Time)
Response Time: Within 1β2 business days
Legal Business Information
Seronyva is an online retail brand operated by Shaanxi Xiyue Xiaoyan Technology Co., Ltd.
Shaanxi Xiyue Xiaoyan Technology Co., Ltd. is the legal business entity responsible for operating the Seronyva online store.
Our registered business address is provided for business identification and legal correspondence purposes and is not necessarily a product return facility.
For product returns, order inquiries, or customer support requests, please contact service@seronyva.com to obtain the appropriate assistance and instructions.