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Frequently Asked Questions

Subscription Related

  • Ordering and Purchasing
  • Delivery
  • Return Policy

1. Do you provide discounts for bulk orders?

Yes, we offer discounts up to 20% off depending on the subscription term (3 months or 6 months). Please refer to our Home Kit Subscription bundles for more information.

2. Can I customize the items on my subscription bundle?

No, these are fixed bundles already.

3. What payment methods do you accept?

We accept Visa and MasterCard on our website.

4. Do you accept Cash on Delivery?

No, we do not accept Cash on Delivery. You may pay using a credit/debit card.

5. What are the terms of payment for your Subscription Bundles?

  • Total amount of three-month or six-month subscription to be paid in full in a one-time transaction at the beginning of subscription.
  • No cancellation once subscription has been paid and begun.

6. Can I pick up my orders at Serenitea stores?

Yes, you may choose to pick up your orders every 5th of the month. Pick-up is only available in Serenitea stores within Metro Manila. You just need to present your confirmation receipt and (1) valid ID.

1. How long will it take for my order to arrive after I make a payment?

Upon payment verification, you should expect your subscription bundle/s to be delivered at your registered address every 5th of the month. If you experience delays in receiving your order, contact us immediately at hello@iloveserenitea.com and we will help you to confirm the status of your order.

2. How do you ship my orders/ what shipping provider do you use?

Serenitea will fulfill all your orders via our in-house delivery riders.

3. How much is the delivery fee?

Delivery fee is calculated based on the dimensions and weight of the items. Another factor is the location of the recipient from our Head Office (Pasig City).

4. Can I purchase from outside the Philippines?

Unfortunately, we only deliver within the Philippines, specifically within the Metro Manila Area only.

5. Can I change my delivery address?

No. Your delivery information will be registered in our system right after the confirmation of payment.

6. How do I make changes to an order I’ve already placed?

Unfortunately, you cannot change your subscriptions bundle/s once it has been paid.

1. Can I request for a refund if I am not satisfied with the Home Kits?

No, you cannot request for a refund, but you can request for a replacement instead. You may contact (insert email address here) and we will assist you with the process.

2. What is your return policy?

We will accept product returns for exchange up to X days after the dispatch date, provided that the returned product(s) are any of the following:

  • Wrong item(s)- should be unused, and in good condition.
  • Damaged/defective item(s) proven that product delivered has defect.

Online Store Related

  • Home Kits
  • Ordering and Purchasing
  • Delivery
  • Return Policy

1. How many servings can (1) Home Kit make?

Each Home Kit has (15) 3-in-1 sachets and can make 15 servings. While each coffee drip has (8) sachets per pack.

2. How many mL of water is advisable for 1 sachet of milk tea powder?

Home Kits: 350mL of water for hot drink and 150mL of water for cold drink. Coffee Drips: 180 mL of warm water

3. How many grams of sugar is in 1 sachet?

Each sachet of milk tea powder contains 32.1 grams of sugar.

4. Can I purchase different sinkers with one flavor of Home Kit?

No, you need to purchase Home Kits with your own choice of sinkers separately. These are fixed in sets.

5. How long is the shelf life of the Home Kits?

You may keep the Home Kit sachets up to X months if it is unused.

6. Can I take these items if I am conceiving, pregnant or breastfeeding?

We’re afraid we can’t commit on this conclusively. Please consult your doctor before doing so.

1. What payment methods do you accept?

We accept Visa and MasterCard on our website.

2. Do you accept Cash on Delivery?

No, we do not accept Cash on Delivery. You may pay using a credit/debit card.

1. How long will it take for my order to arrive after I make a payment

You should expect your orders within (7) to (14) working days upon payment verification. If you experience delays in receiving your order, contact us immediately at hello@iloveserenitea.com and we will help you to confirm the status of your order.

2. How can I track my shipment?

Our staff will be happy to provide you with a tracking number to track your parcel. Please contact us on the email address provided above.

3. How do you ship my orders/ what shipping provider do you use?

All your orders are sent via J&T express.

4. How much will shipping cost?

Shipping costs are calculated based on the dimensions and weight of the items. Another factor is the location of the recipient.

5. Can I purchase from outside the Philippines?

Unfortunately, we only deliver within the Philippines.

6. Can I change my delivery address?

No. Your delivery information is sent to J&T immediately right after the confirmation of payment.

7. How do I make changes to an order I’ve already placed?

Unfortunately, you cannot change your order/s once it has been paid.

1. Can I request for a refund if I am not satisfied with the Home Kits?

No, you cannot request for a refund, but you can request for a replacement instead. You may contact hello@iloveserenitea.com and we will assist you with the process.

2. What is your return policy?

We will accept product returns for exchange up to X days after the dispatch date, provided that the returned product(s) are any of the following:

  • Wrong item(s)- should be unused, and in good condition.
  • Damaged/defective item(s) proven that product delivered has defect.
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