Terms of sale
General Terms and Conditions of Sale
1. Introduction
1.1. The sale of "Serenade Couture" branded products through this website (hereinafter the “Website”) is governed by these General Terms and Conditions of Sale. The products offered on the Website are sold directly by Serenade Couture B.V. (hereinafter “Serenade Couture”), a company incorporated under applicable law. These Terms contain important information about consumers’ rights, obligations, and applicable limitations and exclusions, and govern any purchase contract between Serenade Couture and the consumer. By accepting these Terms, they become part of the purchase contract. Consumers should read these Terms carefully before submitting an order. Acceptance is required by selecting the relevant checkbox before confirming an order. Refusal to accept these Terms will prevent ordering products from the Website.
1.2. The remote sale service is reserved exclusively for consumers (hereinafter “Customer” or “Customers”), meaning natural persons acting for purposes not primarily related to business, entrepreneurial, artisanal, or professional activities, over 18 years of age (or, if younger, authorized by their legal representative). Resale or transfer of products purchased on the Website for commercial or professional purposes is expressly prohibited. Customers agree not to use products for commercial, business, or resale purposes, and Serenade Couture has no liability for any loss of profit, business, business interruption, or business opportunity.
1.3. The languages used to execute the sale contract are English and Dutch.
1.4. These Terms are published on the Website for Customers’ information, storage, and reproduction purposes, in compliance with applicable laws.
1.5. Purchases are governed exclusively by the Terms published on the Website at the time of purchase. Serenade Couture reserves the right to amend these Terms at any time without notice. Amendments are effective upon publication and apply only to purchases made thereafter. Replacement of these Terms with a new version renders the previous version inapplicable to subsequent purchases.
2. Product Availability
2.1. Customers acknowledge that products offered on the Website (hereinafter “Products”) are limited in number, and Serenade Couture must verify availability at the time of purchase. After placing an order, Customers receive an email acknowledging receipt, and Serenade Couture endeavors to ensure product availability is up-to-date.
2.2. If Products are unavailable or partially available (e.g., due to being out of stock, unexpected resource limits, errors in price or description, or inability to meet delivery deadlines), Serenade Couture will inform the Customer promptly by email, stating the reasons for non-acceptance. For partially available orders, the Customer agrees to receive only available Products.
2.3. Serenade Couture reserves the right to vary Products offered on the Website at any time without notice. Such variations do not affect confirmed orders.
3. Purchasing Process
3.1. Each Product is viewable via a dedicated link displaying photographic images, unit price, colors, and sizes (if applicable). Products marked as “Pre-Order,” “Pre-Ordered Product,” or “Personalized Products” (not yet ready for shipping) include an estimated delivery date.
3.2. Customers may purchase up to 4 units per Product, unless otherwise specified. Serenade Couture may vary these limitations at any time.
3.3. Accepted payment methods are clearly indicated during the ordering process.
3.4. Selected Products are placed in a “Shopping Bag” section, including descriptions, sizes (if applicable), and digital photographic images.
3.5. Photographic images are for illustrative purposes. While Serenade Couture ensures accuracy, discrepancies may occur due to device technical characteristics or color resolution. Serenade Couture is not responsible for such discrepancies.
3.6. Customers can view selected Products and the total order price in the Shopping Bag. Before confirming an order (hereinafter “Order”), Customers must verify the Shopping Bag’s contents and complete the Order form per Website instructions, allowing error correction before submission.
3.7. The purchasing process is completed when the Customer presses the “Buy Now” button (hereinafter “Buy Button”), validating the Order for submission to Serenade Couture. Pressing the Buy Button acknowledges the obligation to pay the purchase price if the Order is accepted. Post-submission, the Order cannot be modified.
3.8. Before confirming the Order, Customers must confirm they have read and accepted these Terms. Customers are advised to save or print these Terms. Serenade Couture does not retain a copy of the specific contract for each Order.
3.9. The purchasing process must be fully completed; otherwise, the Order cannot be submitted.
3.10. Orders and Customer data required for purchase are stored by Serenade Couture for the period required by applicable laws.
3.11. Registered Customers can check Order status in the “My Orders” section of the Website’s reserved area.
3.12. Customers are responsible for the accuracy and truthfulness of data entered on the Website and must read the privacy policy, providing consent to data processing when requested.
3.13. Customers may pre-order Products before commercial launch or personalize Products with non-removable customizations (e.g., hot stamping), as indicated on the Website. Such Products, marked as “Pre-Order,” “Pre-Ordered Product,” or “Personalized Products,” are not available for immediate delivery.
3.14. For Pre-Ordered or Personalized Products, the price displayed in the Shopping Bag is charged upon receipt of the Confirmation Email (see Section 4.2), even if not ready for shipping. These Products are delivered by the estimated date specified in the Product description. For Orders including both available and Pre-Ordered/Personalized Products, all prices are charged upon Confirmation Email receipt, with delivery per estimated dates.
3.15. Unless specified otherwise for Pre-Ordered or Personalized Products, all other clauses of these Terms apply.
4. Execution of Contract
4.1. Upon Order confirmation, the Order is submitted for processing and cannot be modified. Serenade Couture processes Orders only if the purchasing process is completed without errors. Within 48 hours of Order placement, Customers receive an email acknowledging receipt, but this does not confirm acceptance. Customers may cancel Orders before receiving the Confirmation Email by emailing support@serenadecouture.com.
4.2. The contract is executed when the Customer receives a Confirmation Email from Serenade Couture, sent to the address provided in the Order form. The email includes confirmation, Product description, main features, total price (including shipping costs), complaint address, after-sale service information, and details on the right of withdrawal.
4.3. Serenade Couture may not accept an Order if: a) Products are unavailable (except Pre-Ordered Products); b) There is a dispute with the Customer from a previous Order; c) The Customer previously breached these Terms or failed to fulfill obligations; d) The Customer purchases Products for resale or commercial purposes; e) The Customer is involved in or suspected of illegal or fraudulent activities.
Serenade Couture will notify the Customer by email within 30 days of Order receipt of any cancellation. No Order is deemed accepted in such cases.
4.4. For partially available Orders, Customers agree to receive only available Products and are charged only for those Products.
5. Price and Method of Payment
5.1. Product prices include VAT or applicable taxes.
5.2. Prices are shown in Euro (EUR) or other currencies as indicated on the Website.
5.3. The total price in the Shopping Bag includes applicable shipping costs, indicated separately. Serenade Couture seeks express Customer consent for additional costs.
5.4. Prices displayed in the Shopping Bag upon Order confirmation are charged to the Customer if Products are available, except for Pre-Ordered or Personalized Products, which are charged per clause 5.6. Serenade Couture may modify prices at any time without notice, but modifications apply only to future Orders.
5.5. Serenade Couture accepts only payment methods indicated on the Website.
5.6. For credit card payments, Customers confirm ownership of the card and accuracy of data entered (e.g., card number, expiry date, security code). Transaction amounts are charged only after: (i) Verification of card data; (ii) Receipt of debit authorization from the card issuer; (iii) Confirmation of Product availability and Order readiness.
For Orders containing only Pre-Ordered or Personalized Products, or mixed Orders, the total amount is charged upon Confirmation Email receipt, including for Products not yet ready for shipping. No amount is charged at Order submission.
5.7. For other payment methods, Customers confirm account ownership. Charges occur after Confirmation Email receipt.
5.8. Products are shipped only after payment is received. If payment cannot be processed, the sale is terminated, and the Customer is notified.
5.9. For unavailable Products, Customers are charged only for available Products and related shipping costs.
5.10. Payment data is treated as confidential/personal and handled per applicable data protection laws.
6. Delivery
6.1. Products are shipped separately as ready, unless otherwise specified. Products are delivered to the address in the Order, and a signature may be required. If delivery fails due to Customer absence, Serenade Couture’s Client Service will arrange a new delivery. If delivery fails within 8 days of availability for reasons not attributable to Serenade Couture, the contract may be deemed withdrawn, with payments refunded (except additional shipping costs per Section 8.8).
6.2. For security, Serenade Couture does not process Orders to post office boxes or where the recipient’s identity/address cannot be verified.
6.3. Orders with delivery addresses outside supported regions are automatically rejected.
6.4. Shipping costs, if applicable, are indicated separately before Order confirmation.
6.5. Serenade Couture delivers within 30 days of contract execution, except in cases of force majeure (e.g., strikes, floods, pandemics). For Pre-Ordered or Personalized Products, delivery occurs per estimated dates in the Product description.
6.6. If delivery exceeds the above term, Customers may request delivery within an additional reasonable period. Customers retain legal rights to terminate the contract if delivery fails within the agreed deadline.
6.7. Customers may cancel Orders by emailing support@serenadecouture.com, stating reasons. Partial cancellations are allowed unless splitting reduces Product value. Refunds for canceled Products are processed promptly. Delivered Products must be returned or collected per Section 8.
6.8. Serenade Couture may split Orders into multiple shipments based on availability, charging as Products are shipped.
6.9. Upon shipment, Customers receive an email with a tracking code and link for real-time monitoring. For delivery issues, contact support@serenadecouture.com.
6.10. Where available, Customers may collect Products from a store selected at purchase, excluding Pre-Ordered or Personalized Products. If uncollected within 30 days of notification, the sale may be canceled, with payments refunded.
6.11. Customers bear the risk of loss or damage once they or a designated third party (other than the carrier) takes possession. If loss or damage occurs before delivery, Serenade Couture refunds payments.
7. Product Conformity
7.1. Products are delivered free of defects, complying with applicable packaging and safety regulations.
7.2. At delivery, Customers should verify Products match the Order and are free of manufacturing defects or nonconformity. Sales are subject to legal guarantees and any additional contractual warranties provided.
7.3. For defects or nonconformity, Customers may demand free restoration via repair or replacement, unless objectively impossible or excessively onerous. If defects prevent proper use and cannot be remedied, Customers may request replacement, a price reduction, or contract termination with a refund. Customers lose this right if they fail to notify Serenade Couture within 2 years of delivery (or shorter periods per applicable law). For visible defects, immediate notification is required; for hidden defects, notification is required within 6 months or as mandated.
7.4. To report defects or seek remedies, contact support@serenadecouture.com.
8. Returns and Refunds - Withdrawal
8.1. Customers may withdraw from the contract without reason within 14 days of Product delivery or collection, except for Personalized Products. For split Orders, the term starts with the last Product’s delivery/collection.
8.2. To exercise withdrawal, Customers may use the form in the Website’s “Returns” or “My Account” section (if applicable). Customers must: (i) complete the form, (ii) apply the return address sticker, (iii) request collection by emailing support@serenadecouture.com with address, phone number, and collection date (confirmed by the courier). A return instruction form is included with each package. Serenade Couture confirms withdrawal receipt promptly.
8.3. If the procedure is followed, the courier collects the return package at no cost. Non-compliance results in Customer-borne return costs and liability for loss, theft, damage, or delay.
8.4. For return addresses, contact support@serenadecouture.com.
8.5. Products must be returned within 14 days of withdrawal notification. Withdrawal is not permitted for health/hygiene Products (e.g., perfumes, underwear, makeup) if seals or packaging are opened, damaged, altered, or removed.
8.6. Products must be returned intact, complete, unused, undamaged, in original packaging with all labels. Returns are rejected if security tags are removed, broken, or damaged, or if Products are damaged, deteriorated, stained, or used beyond necessary verification. Rejected returns are notified to the Customer, with no refund processed, and Serenade Couture may claim compensation for damage. Customers must collect or allow delivery of rejected returns.
8.7. Refunds are processed within 14 days of withdrawal notification, withheld until Product receipt/verification or proof of return. Refunds use the original payment method unless otherwise agreed, with no additional costs. Customers are notified of refunds by email.
8.8. Serenade Couture does not refund delivery costs for non-standard delivery methods chosen by the Customer.
8.9. Returns are permitted only for Website purchases.
8.10. Personalized Products, being permanently modified and non-restorable, are excluded from withdrawal rights. Legal guarantees (Section 7) still apply.
9. Limitation of Liability
9.1. Serenade Couture is liable for foreseeable losses from breaching these Terms or failing to use reasonable care, but not for unforeseeable losses, to the extent permitted by law. Loss is foreseeable if obvious or known to both parties at contract formation.
9.2. Serenade Couture does not limit liability for: (i) death or personal injury due to negligence; (ii) fraud; (iii) infringement of Customer rights under consumer protection laws; (iv) defective products under consumer laws.
9.3. Except as above, Serenade Couture’s liability is limited to the Order’s total price, unless prohibited by applicable law.
10.1. Serenade Couture guarantees the authenticity and quality of all Products offered.
11. Retention of the Agreement
12. Disputes
12.1. These Terms are governed by the law of the Seller’s jurisdiction, without prejudice to more favorable mandatory consumer protection laws in the Customer’s jurisdiction.
12.2. Disputes are subject to the exclusive jurisdiction of the Customer’s domicile or residence, or, at the Customer’s election, the Seller’s domicile.
12.4. Mediation is an alternative but not a prerequisite to court action.
13. Severability
13.1. If any provision is invalid under applicable law, other provisions remain in effect.
14. Contact Details
14.1. For complaints, information, assistance, or clarifications regarding the Website, purchasing process, or these Terms, contact support@serenadecouture.com.
Last updated: April 20, 2025