Bought a jacket wanted to return it as cheap nasty quality , no refund only a credit note , got another item as had no choice , got a horrible polyester dress , very poor quality , so out pocket £60 .... Zobacz więcej
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Ordered the faux fur jacket, mid November and I still hadn’t received it 8th Dec. I commented on the Facebook post that I wasn't confident the company was legitimate. I had a response and apology tha... Zobacz więcej
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The jacket I ordered was just beautiful! It was as pictured in all details which is awesome. Customer service is very responsive, kind and helpful. The jacket was very popular so it was on back order... Zobacz więcej
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Ordered a jacket, 2 weeks and I still hadn’t received it. I commented on the Facebook post. I had a response and apology that day and they chased up delivery. I was very sceptical as I have made previ... Zobacz więcej
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Informacje dotyczące firmy
Napisane przez firmę
Theserenitys – Fashion with Elegance and Comfort At Theserenitys, we believe fashion should be both stylish and effortless. Our collections are designed to bring timeless elegance, everyday comfort, and a touch of confidence to your wardrobe. From chic dresses to versatile pieces, every item is carefully selected to reflect the latest trends while ensuring quality and affordability. We are passionate about providing our customers with a seamless shopping experience, fast support, and fashion that inspires confidence in every occasion
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Zjednoczone Królestwo
- theserenitys.com
3,9
Dobra
32 recenzji
Odpowiada na 85% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
Not in uk cheap scam site
Bought a jacket wanted to return it as cheap nasty quality , no refund only a credit note , got another item as had no choice , got a horrible polyester dress , very poor quality , so out pocket £60 . Not based in uk as they portray comes from home kong , be warned ! Scam site
2 grudnia 2025
Opinia niezależna
Odpowiedź od Theserenitys
Hi Geraldine,
We’re really sorry to hear about your experience and appreciate you taking the time to share your feedback.
We’d like to clarify a few points, as some of the information in your review isn’t accurate. We are transparent about our policies, including our returns process, which clearly states that we offer exchanges or store credit for change-of-mind returns. This is outlined prior to purchase to ensure customers can make informed decisions.
Regarding shipping, we do operate internationally and work with global fulfilment partners. Delivery timeframes and origin are also stated on our website to maintain full transparency.
That said, we never want a customer to feel disappointed. If you’re unhappy with the items you received, we’d genuinely like the opportunity to look into this further and find a suitable resolution for you.
Please reach out to us directly at theserenitysshop@gmail.com
with your order number, and we’ll be more than happy to assist.
Kind regards,
Serenity Customer Care Team
Fabulous Faux Fur Jacket.
The Aurelia Luxe Faux Fur Jacket is fabulous. True to size I ordered the 16 in black and it was just right. The quality is great with lovely soft faux fur and the buttons make it look expensive. I ordered it on Feb 24th and received it on the 26th Feb so very fast dispatch. I highly recommend the Serenity clothing company.
24 lutego 2026
Opinia niezależna
Odpowiedź od Theserenitys
Hi Diane,
Wow — thank you so much for your wonderful 5-star review! 💛
We’re absolutely thrilled to hear that you love your Aurelia Luxe Faux Fur Jacket and that the size 16 was the perfect fit for you. It means so much to us that you noticed the quality and those little details like the buttons — we agree, they really do give it that elevated, luxe look ✨
We’re also so pleased your order arrived quickly! We always aim for fast dispatch, so it’s lovely to hear that it reached you within just a couple of days.
Thank you again for your kind words and for recommending Serenity — it truly means the world to our small team.
We hope you enjoy wearing your jacket, and we can’t wait to have you shop with us again 💕
Warmest wishes,
The Serenity Team
Lack of communication and resolution
I received my order on 12/27 (Order #8287) and the belt that came with the dress I ordered was completely the wrong color. Dress was champagne colored but the belt was bright banana yellow, when the belt (as shown on website) should have been the exact same color.
- Sent email on 12/27 and received an email back quickly on 12/28 from Hayley.
Haley apologized and said the correct belt would be sent promptly and to watch my email for a tracking number.
- I sent a follow up email on 1/6 letting her know I still had not received a tracking number and to please send it to me.
* Did not receive a response.
- Sent another email on 1/7 again asking for the tracking information.
* Did not receive a response again.
- Sent another email on 1/24 again asking about where the belt was and asking for tracking information.
* Still have not received any response or the belt.
I see that The Serenity’s is active on Ttust Pilot and will hopefully see this and let me know what’s going on as they will not return my multiple emails.
26 grudnia 2025
Opinia niezależna
Odpowiedź od Theserenitys
Hi Brent,
Thank you for taking the time to share your experience. We’re truly sorry to read this and completely understand your frustration.
First and foremost, we sincerely apologise for the lack of follow-up communication. That is not the standard of service we aim to provide, especially after confirming that a replacement belt would be sent.
We can see from your notes that Hayley responded initially and advised that a replacement would be dispatched, however it’s clear that you did not receive tracking details or further updates after your follow-up emails — and for that, we are genuinely sorry.
Please rest assured this is not intentional, and we would never ignore a customer’s messages. It’s possible your later emails were not received into our inbox, but regardless, the responsibility is ours to ensure this was resolved properly.
We would really like to put this right for you immediately. Could you please email us directly at theserenitysshop@gmail.com
with “Trustpilot – Order #8287” in the subject line so we can prioritise this and resolve it without further delay?
We appreciate you bringing this to our attention, Brent. Your experience matters to us, and we’re committed to resolving this properly.
Kind regards,
The Serenity Team
I bought this jacket in pink and took…
I bought this jacket in pink and took what I thought was a “chance” as never used Serenity before- when it arrived in fell in love!!! lol it was a soft, faux fur, velvety lined gold button trimmed little gem!! Loved it so much I bought it in taupe too! I get comments every time I wear either- highly recommend the jacket and the company
16 stycznia 2026
Opinia niezależna
Odpowiedź od Theserenitys
Hi Karen,
This made us smile so much — thank you! 💕
We absolutely love that you took a “chance” on us and then fell in love with your jacket when it arrived — that’s exactly the experience we hope every customer has! ✨
The pink is such a gorgeous choice, and we’re not surprised you came back for the taupe too 😍 It means the world to us that you’re receiving compliments every time you wear them — that’s the ultimate goal.
Thank you so much for recommending both the jacket and Serenity. Your support truly means everything to our small team 💛
We can’t wait to have you shop with us again!
Warmest wishes,
The Serenity Team
I ordered a faux jacket online
I ordered a faux jacket online. Arrived in a reasonable amount of time. The quality of the jacket was good but the arms were way too short. Emailed the next day asking fir a returns address and refund. The reply was very quick but they were not offering a refund, only a store credit or exchange to a bigger size. No.pont in an exchange as the jacket fitted but the arms too short and I would have ended up with a jacket too big. A credit note is of no use as I would probably never use them again and asked for a refund which you are entitled to if bought online and returned within 14 days. 3 times I have messaged now and they are still refusing a refund.
7 stycznia 2026
Opinia niezależna
Odpowiedź od Theserenitys
Hi there,
Thank you for taking the time to share your experience — we genuinely appreciate the feedback.
We’re glad to hear the jacket arrived promptly and that you were happy with the overall quality. Regarding the return request, we’d like to clarify this point for transparency.
Under UK consumer law, a refund is required if an item is faulty, damaged, or not as described. In this case, the jacket received was correct, unworn, and matched the product description and size ordered. Sleeve length and fit preference, while understandably frustrating, are considered fit-related preferences, not a fault.
As clearly stated in our returns policy at the time of purchase, we therefore offer an exchange or store credit for size or fit issues, rather than a refund. This is why our team offered alternative solutions to try to resolve the situation fairly.
We always aim to respond promptly and respectfully, and we’re sorry if the outcome wasn’t what you hoped for. If you’d like to discuss an exchange option further or need assistance choosing an alternative item using the credit, our support team is still happy to help.
Kind regards,
I ordered a black Airelia Faux jacket
I ordered a black Airelia Faux jacket. Took a while to arrive but super happy with it. I then order another black jacket for my daughter for her birthday in January. Also ordered the burgundy one for myself. When sending notification that they were shipped, I noticed they were both Taupe so wrong colours. I contacted Hayley in their Service Dept who was most apologetic, and confirmed this would be sorted out. I've returned one Taupe Jacket, (I haven't received the other one yet). Once I receive my refund, I will definitely reorder. The customer service were quick at responding to my emails. Despite everything I love the quality of my current black jacket. So I hopefully will receive the other black and burgundy jackets soon.
18 grudnia 2025
Opinia niezależna
My jacket arrived today after a short…
My jacket arrived today after a short wait and Ur was well worth waiting for.
It's good quality.
Nice warm feel lining.
fit is perfect. Looks absolutely amazing on. It's just like the one you see on the page.
I will definitely be ordering again
6 stycznia 2026
Opinia niezależna
Odpowiedź od Theserenitys
Hi Christine,
Thank you so much for taking the time to leave such a lovely review ⭐️
We’re so happy to hear that the jacket was worth the wait and that you love the quality, fit, and warmth — it really means a lot to us.
Knowing it looks just as you expected is exactly what we aim for. We truly appreciate your support and can’t wait to welcome you back again soon 💛
I bought a dress for my wife and she…
I bought a dress for my wife and she lives it, great quality, thank you serenity
2 stycznia 2026
Opinia niezależna
Very happy
I am very happy with my jackets. They took a little while to arrive but fit great, true to size. I couldn’t decide on the colour so bought the cream and the light brown. They are very warm and look great with a pair of jeans or with a dressy outfit. Would recommend.
30 grudnia 2025
Opinia niezależna
I bought the cream fur jacket and it's…
I bought the cream fur jacket and it's absolutely gorgeous. I think i will order the black also.
25 grudnia 2025
Opinia niezależna
Easy ordering process and smooth…
Easy ordering process and smooth delivery. The clothing feels well made and comfortable
10 grudnia 2025
Opinia niezależna
I was a bit unsure at first but the…
I was a bit unsure at first but the quality really surprised me
Looks expensive and fits perfectly
25 grudnia 2025
Opinia niezależna
I don’t usually buy stuff randomly on…
I don’t usually buy stuff randomly on the internet,but I really liked this jacket when I saw it.Took a while to arrive.It came yesterday and I’m thrilled with it.Im a size 18 and the XL fits perfectly.It’s a beautiful jacket for a very good price.
23 grudnia 2025
Opinia niezależna
Odpowiedź od Theserenitys
Hi Tracy,
Thank you so much for this wonderful 5-star review! ❤️
We’re absolutely delighted to hear that you loved your jacket and that it arrived exactly as pictured — that means a lot to us.
Thank you as well for your patience while it was on back order. It truly makes us happy to know it was worth the wait. Our team works hard to provide responsive, kind support, so your words really made our day!
We can’t wait to help you again, and we appreciate you choosing Serenity Shop.
Thank you for being such a fantastic customer! 💛
Warmest regards,
Beautiful jacket thankyou …
I ordered my jacket Dec 4th and didn’t think I would have it, was worried about it.
But it’s arrived and it’s exactly as described beautiful perfect fit thankyou so much xx
22 grudnia 2025
Opinia niezależna
Odpowiedź od Theserenitys
Hi Hazel,
Thank you SO much for this wonderful 5-star review! ❤️
We’re absolutely delighted to hear that you loved your jacket and that it arrived exactly as pictured — that means a lot to us.
Thank you as well for your patience while it was on back order. It truly makes us happy to know it was worth the wait. Our team works hard to provide responsive, kind support, so your words really made our day!
We can’t wait to help you again, and we appreciate you choosing Serenity Shop.
Thank you for being such a fantastic customer! 💛
Warmest regards,
Serenity Shop Team
Aurelia Faux Fur Jacket
Good communication, beautiful jacket as described, quality excellent, delivery tracked with Royal Mail.
19 grudnia 2025
Opinia niezależna
Odpowiedź od Theserenitys
Hi,
Thank you very much for this wonderful 5-star review! ❤️
We’re absolutely delighted to hear that you loved your jacket and that it arrived exactly as pictured — that means a lot to us.
We can’t wait to help you again, and we appreciate you choosing Serenity Shop.
Thank you for being such a fantastic customer! 💛
Warmest regards,
Serenity Shop Team
Fur jacket arrived looked just the same…
Fur jacket arrived looked just the same as advertised was blown away how good it was for the price! Love it
1 listopada 2025
Opinia niezależna
Odpowiedź od Theserenitys
Hi Deborah,
Thank you SO much for this wonderful 5-star review! ❤️
We’re absolutely delighted to hear that you loved your jacket and that it arrived exactly as pictured — that means a lot to us.
Thank you as well for your patience while it was on back order. It truly makes us happy to know it was worth the wait. Our team works hard to provide responsive, kind support, so your words really made our day!
We can’t wait to help you again, and we appreciate you choosing Serenity Shop.
Thank you for being such a fantastic customer! 💛
Warmest regards,
Serenity Shop Team
Placed an order on 30th November
Placed an order on 30th November, was promised delivery by 12th December (according to their delivery guidelines), still waiting, keep getting fobbed off with reasons. Feel like this is a scam company. Do not be fooled like I was.
In response to the shop reply: - I have emailed you, several times, and several times I have been given excuses - it's moving, the latest email I received in response to my email, was that it's now the time of year, couriers are busier than normal. However the order has been stagnant now on the "tracking" since 10th December and not moved. The tracking is from China, and not the British Boutique you are leading people to believe they are buying from.
30 listopada 2025
Opinia niezależna
Odpowiedź od Theserenitys
Thank you for your feedback. We’re genuinely sorry to hear how frustrating this experience has been, and we completely understand why the delay has caused concern — especially when you were expecting delivery by a specific date.
We want to reassure you that we are a legitimate trading business and absolutely not a scam. The delay you’ve experienced is due to an unusually high volume of orders during the Black Friday period combined with seasonal carrier slowdowns, which unfortunately impacted some deliveries despite our best efforts.
That said, we take comments like this very seriously and would really like the opportunity to look into your specific order and resolve this properly for you.
As this review doesn’t include a name or order number, we’re unable to locate your order just yet. Please could you contact us directly at theserenitysshop@gmail.com
with:
Your order number
The email address used at checkout
Once we have those details, we can provide a clear update on your delivery status and make sure you’re fully supported — whether that’s tracking confirmation, escalation with the courier, or an appropriate resolution.
We truly apologise for the inconvenience and appreciate your patience. We’d really welcome the chance to put this right.
Kind regards,
Luxurious fur jacket
Saw an advert on Facebook and ordered 2 fur jackets although it took longer than expected to come when they came i was overjoyed with the quality very pleased.
11 grudnia 2025
Opinia niezależna
Odpowiedź od Theserenitys
Hi Nadeen,
Thank you so much for your lovely review — it truly made our day! ✨
We’re absolutely delighted to hear that you’re happy with the quality of your fur jackets, even after the wait. Your patience means so much to us, especially during our busy periods.
If you ever need help with sizing, styling, or anything else in the future, we’re always here and happy to assist.
Thank you again for choosing Serenity, Nadeen — we appreciate you more than you know! 💛
Warm regards,
Serenity Customer Care Team
Pleasantly surprised
Ordered the faux fur jacket, mid November and I still hadn’t received it 8th Dec. I commented on the Facebook post that I wasn't confident the company was legitimate. I had a response and apology that day and they chased up delivery.
My jacket arrived and it's just as advertised....right fit, stylish and great quality. I'm ordering the jacket in a different colour now.
9 grudnia 2025
Opinia niezależna
Odpowiedź od Theserenitys
Hi Karen,
Thank you so much for your lovely review! We’re really happy to hear your jacket arrived safely and that you love the fit and quality.
Your order was placed right in the middle of the Black Friday rush, which did slow deliveries a little, but we’re glad we could quickly step in and get everything sorted for you. We’re usually much faster — and we truly appreciate your patience.
Thank you again for giving us a chance, and we can’t wait to send you your next jacket in your new colour!
Warmest wishes,
Awesome beautiful clothing!
The jacket I ordered was just beautiful! It was as pictured in all details which is awesome. Customer service is very responsive, kind and helpful. The jacket was very popular so it was on back order, but it was so worth the wait. Exceptional quality! I will be ordering from this store again and again! Thank you Serenity Shop! ❤️
⭐️ ⭐️⭐️⭐️⭐️
11 listopada 2025
Opinia niezależna
Odpowiedź od Theserenitys
Hi Deni,
Thank you SO much for this wonderful 5-star review! ❤️
We’re absolutely delighted to hear that you loved your jacket and that it arrived exactly as pictured — that means a lot to us.
Thank you as well for your patience while it was on back order. It truly makes us happy to know it was worth the wait. Our team works hard to provide responsive, kind support, so your words really made our day!
We can’t wait to help you again, and we appreciate you choosing Serenity Shop.
Thank you for being such a fantastic customer! 💛
Warmest regards,
Serenity Shop Team
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