Frequently Asked Questions (FAQ)
About Our Products
What is Serendib Naturals?
Serendib Naturals offers a selection of natural products inspired by the beauty and richness of Sri Lanka. Our collection includes products for personal care, beauty, essential oils, and other natural lifestyle needs.
Are your products made with natural ingredients?
Our products vary by formulation and ingredients. Please check the individual product description and ingredient list to learn more about each product before purchasing.
How can I find the ingredients of a product?
You can find available ingredient information on the relevant product page. If you need additional details, please contact our customer support team before placing your order.
How should I store essential oils and other natural products?
Follow the storage instructions provided on the product label. In general, essential oils should be kept tightly closed, away from direct sunlight, heat, and children.
Are essential oils safe to apply directly to the skin?
Not all essential oils are suitable for direct application to the skin. Some require dilution with an appropriate carrier oil before use. Always follow the product-specific instructions and perform a patch test when appropriate. Avoid contact with the eyes and discontinue use if irritation occurs.
Orders and Purchasing
How can I place an order?
Browse our online store, select your preferred products, add them to your cart, and proceed to checkout. Follow the instructions to enter your details and complete your purchase.
Can I order multiple products at once?
Yes! You can add multiple products to your shopping cart and complete your purchase in a single order, subject to product availability.
Can I change or cancel my order after placing it?
If you need to change or cancel an order, please contact us as soon as possible. Changes or cancellations may depend on the order’s processing and shipping status.
How can I check whether a product is available?
Product availability is displayed on the relevant product page. If you have questions about stock availability, please contact our customer support team.
Payments
What payment methods do you accept?
Available payment methods are displayed during checkout. Please review the available options before completing your order.
Is online payment secure?
We recommend completing payments only through the payment methods and checkout process provided on our official website. Never share your passwords, PINs, or banking verification codes with anyone.
What should I do if my payment is successful but my order is not confirmed?
Please contact our customer support team with your order details and available payment confirmation. Our team can help check the status of your order.
Shipping and Delivery
Do you deliver across Sri Lanka?
Please check the delivery options available for your location during checkout. If delivery is unavailable for your area, contact our team for assistance.
How long does delivery take?
Delivery times may vary depending on your location, product availability, courier services, and other circumstances. Any available delivery estimates will be provided during checkout or through our order communications.
How much does delivery cost?
Delivery charges may vary depending on your location and order details. The applicable shipping fee will be displayed during checkout, where available.
What should I do if my order is delayed?
If your order has not arrived within the expected delivery period, please contact us with your order number so we can assist you.
What should I do if I receive a damaged or incorrect product?
Please contact our customer support team as soon as possible. Include your order number, a description of the issue, and clear photographs of the product and packaging, if applicable. We will review the issue and advise you on the next steps.
Returns and Refunds
Can I return or exchange a product?
Returns and exchanges are subject to our applicable return policy and the condition of the product. Please contact our customer support team before sending any item back.
Can I return a product if I change my mind?
Eligibility for change-of-mind returns depends on our return policy and the type and condition of the product. Please contact us to confirm whether your purchase qualifies.
How long does a refund take?
Refund processing times may vary depending on the payment method and the relevant financial institution. Once a refund is approved, our team can advise you on the expected processing time.
Product Use and Care
How can I choose the right product for my needs?
Read the product descriptions, ingredients, usage instructions, and other available details on our website. If you are unsure which product is suitable for you, contact our team for product information.
Can I use natural products if I have sensitive skin?
Natural ingredients can still cause irritation or allergic reactions. Review the ingredients carefully and perform a patch test when appropriate. If you have a known skin condition or concerns about an ingredient, consult a qualified healthcare professional before use.
Do your products have an expiry date?
Check the product packaging for the expiry date, best-before date, or recommended period of use after opening, where applicable. Always follow the product-specific storage and usage instructions.
Customer Support
How can I contact Serendib Naturals?
If you have questions about our products, orders, payments, or deliveries, please contact us through the contact details or contact form available on our official website.
Our team will do its best to assist you.
Where can I find updates about new products and offers?
Visit our website regularly and follow our official social media channels to discover new arrivals, product updates, and promotional offers.