1. What materials are your jewelry pieces made of?

All metal elements of our jewelry are made of stainless steel. Add-ons consist of: real freshwater pearls, glass elements, piercing screws, zircons, natural stones, and more.

2. Will the jewelry tarnish or change color?

No — stainless steel does not rust, tarnish, or fade with regular use. It maintains its color and finish much longer than plated or lower-quality metals.

3. Is your jewelry waterproof?

Yes! You can wear our jewelry in the shower, at the gym, or at the beach. However, to extend its life, we recommend drying it after exposure to saltwater or chlorine.

4. How should I care for my jewelry?

Wipe it with a soft cloth after wearing. Avoid harsh chemicals, perfumes, or cleaning agents. Store in a dry pouch or jewelry box when not in use.

5. Is your jewelry hypoallergenic?

Yes, stainless steel is generally hypoallergenic and safe for most people with sensitive skin. If you have severe metal allergies, we recommend checking with your dermatologist first.

6. What sizes do you offer?

We provide detailed measurements for necklaces and bracelets on each product page. However, if you want to adjust the length of the product for a better fit, please inform us about that by adding this information in the order summary. Resizing is free of charge.

7. Do you accept returns or exchanges?

Yes, we accept returns and exchanges within 14 days of delivery, provided the item is unused, with all the original tags attached and in its original packaging. Please see our Returns & Exchanges Policy for details.

8. How long does shipping take?

Domestic (Poland): 2–4 business days.
International: 3–14 business days, depending on the destination.
Tracking numbers are provided with all orders.

9. Do you ship internationally?

Yes, we do ship to most countries. Shipping costs and times vary by country and will be calculated at checkout. Please note that we currently do not ship orders to the United States, Russia, Belarus, or Israel.

10. Can I track my order?

Absolutely. Once your order ships, you’ll receive a confirmation email with tracking information.

11. What payment methods do you accept?

We accept all major credit cards, secure online payment options such as Apple Pay and Google Pay, and delayed payment options such as Klarna and PayPo.

12. Do you offer custom or personalized jewelry?

Yes. If you’re interested in custom work, please contact us — we will create something unique just for you. Check out more info on the custom orders page.

13. I received a faulty or wrong item — what should I do?

We’re sorry! Please contact us within 7 days of delivery with your order number and photos of the item. We’ll arrange a replacement or refund right away.

Shipping info

🇵🇱 POLAND

You can choose your order to be shipped by Paczkomat® InPost (to the parcel locker) or Kurier InPost (to your door). Shipping by Paczkomat® InPost is free within Poland for all orders over 350 PLN and by Kurier InPost for orders over 1,000 PLN. As of 2025, orders cannot be collected in person. Avarage order processing time is 1-7 days, though in some cases it may take up to 3-4 weeks with preorder or custom items (this info will be provided in the description of the product). For further questions about product availability and shipping time, please contact us or send a dm to our instagram page.

🇪🇺 EUROPE

Orders made from: Austria, Belgium, Croatia, Czech Republic, Estonia, France, Germany, Hungary, Italy, Latvia, Lithuania, Netherlands, Portugal, Slovakia or Spain can be shipped to a nearby DPD Pick-up Point at a lower shipping cost of €9,95. To find the nearest pick-up point, enter your address in the order summary.
For the rest of European countries the shipping fee is €28.95 (Standard) or €40.95 (Express). The parcels are shipped by one of the following courier companies: DPD, DHL, UPS, GLS, FedEx. Avarage order processing time is 1-7 days, though in some cases it may take up to 3-4 weeks for preorder or custom items (this info will be provided in the description of the product). For further questions about product availability and shipping time, please contact us or send a dm to our instagram page.

🌍 INTERNATIONAL

We are shipping worldwide at a shipping rate of: $51 (Standard) or $78 (Express). The parcels are shipped by one of the following courier companies: DPD, DHL, UPS, GLS, FedEx, or a specific local one. Avarage order processing time is 1-7 days, though in some cases it may take up to 3-4 weeks for preorder or custom items (this info will be provided in the description of the product). For further questions about product availability and shipping time, please contact us or send a dm to our instagram page.

🚨 SHIPPING EXCLUSIONS

Please note that we currently do not ship orders to the United States, Russia, Belarus, or Israel.

Each piece can be resized to fit smaller or bigger sizes, unless stated otherwise in the product description.

If you want to adjust the length of the product for a better fit, please inform us about that by adding this information in the order summary. Resizing is free of charge. You can, but don't have to know the exact length needed. For example, you can request the bracelet to be slightly sized up to fit a male wrist or a choker to be narrowed due to small neck circumference.

Each product has additional length regulation of:
- 8-12 cm for chokers and necklaces
- 4-7 cm for bracelets

Returns policy

The customer may withdraw from the contract without giving any reason within 14 days of receiving the package. To return or exchange your order, please contact us and provide your order number. In reply you will receive instructions on how to return the product. Payment will be refunded by the same method used to make the payment. The customer has to cover the shipping costs of the return parcel. The returned goods must not bear any signs of use.

Certain types of items cannot be returned, such as custom products (special ordersor personalized items). Unfortunately,we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

Repairs policy

The customer receives a lifetime guarantee for each Serpen product. If you ever damage or lose a part of jewelry you have purchased,we encourage you not to dispose of it, but to contact us for a free repair or refurbishment.

Check out the Refund policy here: https://serpenstore.com/policies/refund-policy

A selection of our best selling products is stocked in TFH Concept Store (Szpitalna 8, Warsaw)

SERPEN is run in line with values of sustainability, environmental protection and social responsibility.

Our jewelry is made of durable materials that are meant to stand the test of time. Stainless steel is characterised byits resistance to corrosion, tarnishing and color change. It’s alsowaterproof and hypoallergenic which makes it fully safe for your skin.This way, a single piece bought can last for decades.

100% of the shipping package is made of paper, recycled and/or biodegradable plastic and starch-based filler that dissolves in water.

All products are handmade and hand packed in Warsaw, Poland.