Shipping policy

Where we deliver

We deliver across the United Kingdom, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Man and the Channel Islands. We also ship to Europe and to selected countries worldwide — see Outside the UK below.

Cost and timing

Standard — free on orders of £35 or more, and always free on a subscription. Royal Mail Tracked 48. Usually 2–3 working days from dispatch, occasionally up to 5. Under £35 it is £1.50. Priority — £1.97. Royal Mail Tracked 24. Next working day from dispatch in most of the UK. DPD — £4.97. Next working day from dispatch, with a one-hour delivery window and the option to redirect or leave in a safe place. Orders placed before 12pm Monday to Friday are dispatched the same working day. Orders placed after 12pm, at weekends or on bank holidays go out the next working day. You get a tracking link by email as soon as it leaves us.

Pre-orders

Pre-orders placed now are dispatched from Monday 16 November 2026. You are charged when you order, and we email you the moment your pack ships. If that date moves, we tell you, and you can cancel for a full refund.

Outside the UK

We ship from the United Kingdom to Europe and to selected countries worldwide. The delivery charge is calculated and shown at checkout before you pay, and it is not refundable — not on a change-of-mind return and not under the First Pack Promise. Delivery outside the UK typically takes 5–10 working days for Europe and 7–14 working days elsewhere, from dispatch. Customs can add to that, and we have no way to predict by how much. You are the importer. Any import duty, tax, customs or handling charge raised in the destination country is payable by you. It is charged by the carrier or the local authority, not by us, and we cannot calculate it, collect it or refund it. Rules on food supplements vary by country, and they change. Permitted ingredients, vitamin and mineral limits, labelling requirements and tariff classifications differ from one country to the next, and a shipment that cleared last month can be treated differently this month. Please check that Serune can lawfully be imported where you live before you order. We cannot do that for every destination, and we would rather say so than let you find out at the border. If customs will not release your parcel — because the product is not permitted, because it has been reclassified, because the commodity coding or duty treatment has changed, or for any other reason decided in the destination country — we have no standing to appeal it and no ability to influence it. We will tell you what we know and send you any paperwork we hold, but the decision is not ours to make or to overturn. Where a parcel is refused, held or destroyed at customs: If that is because a charge was not paid, a customs notice went unanswered, or the parcel was abandoned, we cannot refund it. If the destination country refused the product itself, we refund the price of the product once the carrier confirms it. The delivery charge is not refunded, because that service was performed.

If something goes wrong

If your tracking has not updated for three working days, or your parcel has not arrived within 10 working days of the dispatch email, email support@serune.co.uk with your order number and we will chase the carrier or send a replacement. Please tell us within 21 days of dispatch, which is the window the carrier gives us to make a claim.

Packaging

Your pack arrives in a recyclable mailer. The carton is recyclable. The sachets are not yet — we would rather say so than imply otherwise.