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Payment and delivery


1. Ordering products:

Orders can be made from Serena Limited using the online service, by telephone, or by email.

Online orders – to place an order, first register as a User at A registered user has a personal account which you can use to track your orders, leave comments, create a wish list, etc.

Shopping by phone – if you choose to shop by phone, you can directly call us on 00359 7936 2444, where our operator will be pleased to accept your order.

Shopping by email – if you choose to shop by email, you can contact us directly on, where our operator will be pleased to accept your order and confirm it.

Direct shopping – in this instance, you may make your order directly at our office at the following address: Industrial Zone, Slokoshtitsa 2533, Province of Kyustendil, Bulgaria, where our operator will be pleased to accept your order and confirm it.

2. Payment methods:

Payment may be made using one of the following two methods:

1. Deferred payment “cash on delivery”, payable to the courier

2. Bank transfer

For bank transfers, please use the following information:

Company name:SERENA LTD

Bank:International Asset Bank PLC, Kyustendil branch



Basis:Online order number: …   

3. Payment by credit/debit card

4. At our premises at: Industrial Zone, Slokoshtitsa 2533, Province of Kyustendil

3. Prices of the products and availability:

All prices in the shop include VAT. The cost of delivery to the customer is calculated separately.

There is a chance that certain products will sell out and be unavailable to enormous interest and the impossibility of securing supplies until the next season. In this case, your funds will be reimbursed to you as quickly as possible, or, if you wish, they can be used for your next order of products from Serena.

If we are unable to supply the goods that you wish to purchase, or if a delay is expected in finishing your order, you will be informed by telephone or in writing, and, where possible, you will be offered alternative products (size, sort).

We shall do everything possible to fill your orders in the best way and as quickly as possible. If for reasons beyond our control there is a delay, we would ask for your patience and understanding.

4. Delivery:

4.1. Deliveries are made in Bulgaria, Romania and Greece;
4.2. Deliveries are made by couriers from 09.00 to 17.30 (Saturday up to 12.00);
4.3. Deliveries are not made on Sunday or national holidays;
4.4. For deliveries for a set time between 10:30 and 17:30 (+/- 30 min.) an additional charge is payable of 2.40 BGN;
4.5. Delivery is made only following confirmation from the customer;
4.6. Order tracking is carried out on working days between 10:00 and 17:00;
4.7. Orders made after 14:00 will be processed on the following working day;

4.8. Delivery takes place after 2 to 5 days, depending on the location of the customer and the frequency of service provided by the courier company for that location.
4.9. Costs incurred for deferred payments, insurance of the goods, and for returning documents, if any, are payable by
4.10. Deliveries are made directly to your home or place of work at the address you have provided.

4.11. Certain urban locations are serviced according to a timetable, whereby packages travel on certain days of the week, which may delay your delivery, as it is dependent on the timetable of the courier company.

4.12. Delivery prices: Refer to the above table
4.13. accepts no liability for orders placed with incorrect address or customer information.

4.14. accepts no liability for orders not delivered as a result of the consignee not being present at the address and/or time stated.

4.15. The end of the next working day is set for delivery terms of 1 working day.

4.16. We do everything possible to fill your order all at once. In the event that certain items are not available, or if the volume ordered requires special transport, your order may be completed in separate consignments.
The second delivery is entirely at our own expense.


5. The customer has the right to refuse receipt of the goods ordered under the following conditions:

5.1. In the event of a clear discrepancy between the goods ordered and those delivered which may be ascertained at first sight;
5.2. If the goods or packaging are damaged;

Returns due to the above points are made only at the time of delivery. In this case, exchange or return of the goods will be carried out at our own expense, if a claim form has been filled in.

In these cases of refusal to accept the goods, a claim form must be filled in at the time of the delivery. If the customer refused to sign the form, it is considered that the refusal to receive the goods is groundless, and the customer is liable to pay the costs for delivery and return of the goods.

The customer may not refuse acceptance of the goods after signing the delivery documentation. Apart from the cases listed, the customer does not have the right to refuse receipt and payment of the goods ordered. If a refusal is made, the customer is liable to reimburse the costs incurred for purchase of the goods and their delivery.

5.3.Claims are accepted up to 14 days following the date of receipt of the goods shown in the courier’s delivery documents, but only if the integrity of the products and packaging is still commercially intact. In this instance, the costs of returning the goods are payable by the customer.

Claims are not accepted for delivery of goods which, due to their nature, cannot be returned or which are perishable, or for which there is a risk of deterioration in their qualities.


We shall refund the amount paid as soon as we receive the goods back from you.

According to legal provisions relating to claims, a refund of the value shall be made within 30 (thirty) days of return.

If payment was made with a credit card, the refund of the amount shall be made only to the card used, whereby the length of time may vary according to the terms of different banks.

If payment was made by bank transfer, refund of the amount shall be made only to the account from which the payment was received.