The following terms & conditions have two parts: “For Services” and “For Products”. Please make sure you have read and understood the relevant Terms and Conditions before placing your order. This website is owned by The Serenity organising & decluttering service, and the Serenity store (we, us). We are providing you with access to this site and our online store subject to the following terms and conditions. By browsing, accessing, using, registering for or purchasing merchandise on this site or using our services, you are agreeing to all of the following terms and conditions, including any policies referred to herein (collectively, these “Terms”). These Terms and Conditions may be modified without any prior notice, so we ask you to consult them regularly.

For Services

Confidentiality and Privacy

Serenity Organising & Decluttering  is a fully confidential service and will not divulge any information whatsoever to a third party without your approval. Any testimonial and/or photographs will be used only with your prior consent.

Advice disclaimer

All advice given is given in good faith. It is always your own decision whether or not to follow any advice given. We accept no responsibility for your actions and any consequences of these.

Working practices

We are happy to undertake some light cleaning to assist the organising and decluttering process, but please note that we do not provide cleaning service.

We cannot move or lift very large items of furniture for Health and Safety reasons. If this is required,  a removal service can be arranged. Alternatively, your can provide your own volunteers.

If access to your premise is restricted or unsafe, we reserve the right to charge for lost time and expenses incurred.

Removal of items/ Green policy

We aim to promote recycling of your possessions wherever suitable and can offer advice on different options for appropriate disposal or sale. Any items removed from your property are done so, in general, at your own discretion and by yourself.

Payment terms

We accept cash, card payment and bank transfer. Payment is required at the end of a session or a project. A deposit of 10% of your total service price (50% if removal and/or skip hire service) is required to secure the booking. Full payment is required on completion of the job.

Cancellation policy

Cancellations are sometimes unavoidable, especially in this uncertain time of Covid-19. In the event of cancellation, your deposit will normally be fully refunded. However, if removal and/or skip hire service is booked, we cannot guarantee your full refund. 


Serenity Organising and Decluttering Service  is covered by Professional indemnity & Public Liability Insurance to a value of £1 million.

Other suppliers or services

We are happy to make recommendations and help to arrange additional services, for example, cleaning, removal, storage and skip hire. While we will do our best to help you find the appropriate additional service provider,  we will not be held liable if their performance falls below an acceptable standard nor for any loss or damage caused by any supplier, its employees or agents.

Last updated: 06/11/2020


For Products


All orders for products are subject to availability. Along this line, in case there are difficulties with regard to the supply of products or products are no longer in stock, we retain the right to provide you with information about substitute products of a higher or equal quality and value that you may order. If you do not want to order such substitute products, we will reimburse you the money you may have paid within 30 days.


We accept payments through PayPal and a debit/credit card. Debit/credit card holders are subject to validation checks and authorization by the card issuer. In the case the issuer of your payment card refuses to or does not authorize payment we will not be liable for any deny or delay of a purchase.

We also accept payment by bank transfer. Please contact us by email if you wish to pay by bank transfer. 

Order information

You will get a confirmation of an order that you have placed on your screen at the end of the checkout process, in addition an email confirmation of your order will be sent to the email address that you have provided us with. Once your order is dispatched, you will receive an email indicating your order has been processed for shipment. If for any reason we are unable to execute your order, we will inform you at the earliest chance. If we have already received payment for such an order, we will refund the applicable amount.


We do our best to choose packing materials that are kind to our planet. In line with our “Zero Waste” concept products, we also use recycled packing materials where possible.


We use Royal Mail for the majority of items as it is most cost-effective for our customers. Delivery costs are based on the size/weight of your order and destinations and quoted at checkout. If you would like to receive a shipping quote first, please contact us by email.

Whenever possible, in-stock items are shipped within 3 working days of order placement. The chosen delivery service provider will make contact directly to schedule home delivery for your items if applicable.

Please refer to Royal Mail’s website for delivery speed estimates. Occasional delays may occur during the Christmas holiday period and in case of unforeseen circumstances (e.g. technical malfunction, the current threat situation by the Coronavirus, customs clearance procedures by authorities of a destination country). If you have chosen tracked delivery, we will share tracking number with you once your order has been dispatched.

We do not assume responsibility for mis-delivery errors via carrier, or incorrect shipping address provided by you. Please make sure you provide the correct delivery address. If a lost or unclaimed package has been returned to us, we can send it again, provided additional shipping costs are paid by you.

International shipping is available for the majority of products and will be quoted at checkout. The customer is responsible for all import duties and taxes incurred during shipment. These totals are levied by shipment location’s government and are not affiliated or charged by us. Returned or refused packages will be refunded less any incurred shipment costs and/or unpaid taxes and duties.  Please contact your local customs bureau for additional tax and duty information and/or local tax estimates.

Return policy

We want happy customers. We will exchange or refund item(s) you are not happy with within 14 days of receipt. All returns/exchanges must be in new, unused condition. We will send you the refund as soon as the product is received and checked by us. Please ask for proof of postage from the post office as we cannot be held responsible for anything that gets lost or damaged in transit. If an item you receive is damaged, please let us know as soon as possible and we can arrange a replacement for you. Returns maybe subjected to shipping, import taxes and duties. These must be paid by the customer and are subtracted from the refund.

Any advertised promotions or discounts are only valid in the timeline in which they are held and cannot be applied to past or future orders. Please also note that sale items are not eligible for return unless the item is faulty.

Each item at our store is either lovingly hand-made or carefully selected by hand, in order to give each piece its one-of-a-kind appeal. Our prices are a reflection of the condition of each item, so please consider this when making your purchase.

Vintage products (as noted in product description) may contain blemishes, which gives each product a one of a kind appeal, therefore cannot be considered defective.


Whilst we try to ensure that all information displayed on our website is accurate and up to date, we cannot guarantee that colours of the products on our website will be true to life. We cannot be held responsible for variations in colours since this depends partly on the colour settings of your monitor and computer.

Last updated: 06/11/2020