FAQS
Frequently Asked Questions (FAQ)
Ordering & Payment
Q1: How do I place an order?
A: Browse our collections, select your items and sizes, then proceed to checkout. You'll need to provide shipping details and payment information. Once confirmed, you'll receive an order confirmation email.
Q2: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely.
Q3: Is my payment information secure?
A: Absolutely. We do not store your full payment details on our servers. All transactions are encrypted and processed through PCI-compliant payment gateways.
Q5: Can I modify or cancel my order after placing it?
A: We process orders quickly to serve you better. Contact us immediately at serenefigure@163.com with your order number. We can only modify or cancel orders if they have not yet entered the fulfillment process.
Shipping & Delivery
Q6: How long does shipping take? Where do you ship?
A: Please see our detailed Shipping Policy. We currently ship to all 50 U.S. states, Washington D.C., Puerto Rico, and U.S. territories. We are also shipping internationally.
Q7: How can I track my order?
A: Once your order ships, you will receive a shipping confirmation email with a tracking number and link. You can also log into your account to view order status.
Q8: What do I do if my package is lost or stolen?
A: First, use your tracking number to check the carrier's status. If marked "delivered" but not received, check with neighbors and your local post office. If still missing after 48 hours, contact us at serenefigure@163.com with your order number.
Q9: My order arrived damaged or incorrect. What should I do?
A: We're sorry to hear that! Please contact us within 48 hours of delivery at serenefigure@163.com with your order number and photos of the damaged/incorrect items and packaging. We will resolve this promptly.
Sizing & Fit
Q10: How do I find my correct size?
A: We provide detailed size charts for each designer and product category (Dresses, Tops, Bottoms, etc.). Check the "Size Guide" link on each product page. Remember, sizing can vary between independent Black designers.
Q11: What is your fit philosophy?
A: We celebrate all body types and encourage you to wear what makes you feel confident. Many of our designers offer inclusive sizing. Look for the "Extended Sizing" or "Curve-Friendly" filters when shopping.
Returns & Exchanges
Q13: What is your return policy?
A: We offer returns within 30 days of delivery for items in new, unworn condition with tags attached. Please review our full Return & Exchange Policy for important details and exclusions (e.g., final sale items, intimates).
Q14: How do I start a return?
A: Log into your account to initiate a return or contact serenefigure@163.com with your order number. A Return Authorization is required. We do not accept unauthorized returns.
Q15: How long do refunds take?
A: Refunds are processed to your original payment method within 5-10 business days after we receive and inspect your return. Store credit is issued immediately upon return approval.
Q16: Do you offer exchanges?
A: We offer size/color exchanges for the same item, subject to availability. Please initiate a return and select the exchange option. You will be charged/refunded any price difference.
Products & Designers
Q17: Who are the designers you feature?
A: We exclusively feature independent Black women designers, emerging Black-owned brands, and established Black fashion houses. Learn more about our featured creators here.
Q18: Are your products ethically made?
A: We prioritize partnering with designers who demonstrate ethical production practices, fair labor, and sustainable materials where possible. Look for our "Consciously Made" badge on product pages.
Q19: Do you offer custom or made-to-order pieces?
A: Some of our designers offer limited made-to-order items, which will be clearly marked. Production times vary and are listed in the product description. These items are often final sale.
Q20: How can I care for my garment to make it last?
A: Care instructions are listed on each product's label and description page. We recommend gentle washing, air drying when possible, and proper storage to preserve the life and beauty of your garments.
Our Brand & Community
Q21: What does "Black-owned" mean for your business practices?
A: Our company is founded, owned, and operated by Black women. We are committed to economic empowerment, reinvesting in our community, providing a platform for Black creatives, and operating with cultural integrity.
Q22: How do you support the Black community beyond selling products?
A: We donate a portion of profits to organizations supporting Black women and girls, offer mentorship for emerging designers, host community events, and use Black-owned service providers whenever possible. Learn more here.
Q23: Do you offer wholesale or collaboration opportunities?
A: We welcome inquiries from other Black-owned businesses, stylists, and content creators. Please reach out to serenefigure@163.com.
Account & Technical Support
Q25: How do I create an account?
A: Click "Account" at the top of our site and select "Create Account." You can also create one during checkout. Having an account lets you track orders, save favorites, and check out faster.
Q26: I forgot my password. How do I reset it?
A: Click "Log In" and then "Forgot your password?" Enter the email associated with your account to receive a reset link.
Q27: Is there a mobile app?
A: Our website is fully mobile-optimized. We are developing a dedicated app—sign up for our newsletter to be notified when it launches!
Q28: How do I unsubscribe from marketing emails?
A: Click the "Unsubscribe" link at the bottom of any marketing email, or update your preferences in your account settings. You will still receive essential transactional emails about your orders.
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Still have questions?
Our customer care team is here for you.
Email: serenefigure@163.com
Hours: Monday–Friday, 9am–6pm EST
Response Time: We strive to respond within 24 business hours.
Thank you for supporting Black creativity and entrepreneurship. Your questions help us serve you better.