General

Who is Serena Carjen?

Serena Carjen is a luxury accessories brand that believes softness and strength can meet in the same form. Born from eight years of visual identity expertise, our collections are defined by what endures — a clear, timeless stance.

How can I get in touch?

You can reach us at [email protected]. We typically respond within 1 business day.

Where are your products made?

All Serena Carjen pieces are crafted in workshops that meet ethical production standards, using carefully selected suede, nubuck, and patent leather. Every detail — even the unseen ones — is made with the same care.

Product & Care

What materials are your products made from?

Our collections are crafted from suede, nubuck, and patent leather. Every piece is designed to be carried for years — the same attention to detail applies to the lining and all interior elements.

Where can I find size and dimension information?

Each product page includes full dimensions and size details. If you're unsure, feel free to write to us at [email protected] — we're happy to help.

How should I care for my product?

We recommend keeping suede and nubuck pieces away from moisture and direct sunlight. Patent leather can be gently wiped with a soft, dry cloth. Full care instructions are included on the product label.

Can I be notified when an out-of-stock item is available?

Yes. Click "Notify Me" on the relevant product page and you'll receive an email as soon as it's back in stock.

Shipping & Delivery

How long does shipping take?

Standard orders are delivered within 2–4 business days from confirmation. Express delivery brings this down to 1–2 business days.

How much does shipping cost?

Shipping is free on orders over 500 TL. A flat shipping fee applies to orders below this amount — you'll see the exact cost at checkout.

Do you ship internationally?

We currently ship within Turkey only. International shipping is coming soon — follow us on Instagram or subscribe to our newsletter for updates.

How can I track my order?

Once your order is dispatched, a tracking number will be sent to your email address. You can also check the status under "My Orders" in your account.

Returns

What is your return policy?

Items may be returned within 14 days of delivery, provided they are unused and in their original packaging. To initiate a return, simply send an email to [email protected].

Can I exchange an item?

Exchanges are not available at this time. If you'd like a different item, please return your current order within 14 days and place a new one.

Who covers the return shipping cost?

If the item is faulty or incorrectly sent, we cover the return shipping cost. In all other cases, the standard shipping fee is the customer's responsibility.

Account & Payment

Do I need an account to place an order?

No, you can check out as a guest. Creating an account lets you easily access your order history and manage returns more efficiently.

What payment methods do you accept?

We accept credit cards, debit cards, and bank transfers. All payments are secured with SSL encryption.

I forgot my password. What should I do?

Click "Forgot Password" on the login page and enter your registered email address. A reset link will be sent to your inbox within a few minutes.

Frequently askedquestions

Frequently asked
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