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Continue ShoppingFAQ
Find answers to common questions about our products, services, and policies.
Shopping Information
You can use our search bar at the top of the page to search for specific products or browse through our categories.
Yes, you can create a wishlist and save products for later purchase. Simply click the “Add to Wishlist” button on any product page.
Product availability is indicated on the product page. If a product is in stock, you will see a “Add to Cart” button. If it’s out of stock, you may see a notification or the option to be notified when it’s back in stock.
Yes, you can make purchases as a guest without creating an account. However, creating an account allows you to save your shipping information, track your orders, and access exclusive offers.
Payment Information
We accept Visa, Mastercard, Apple Pay, Google Pay, and Link.
Yes, your payment information is secure. We use [security measures, e.g., SSL encryption] to protect your data.
Yes, you can apply a coupon code during the checkout process. Simply enter the code in the designated field.
If your payment fails, you will be notified and given the option to try again or choose a different payment method. Please ensure that your payment information is correct and that you have sufficient funds in your account.
Order & Returns
1. Eligible Items for Return:
Returnable: Plain (non-customized) prayer mats, accessories like electronic counters.
Non-returnable: Customized prayer mats, wearable items (e.g., women’s prayer dresses), and any personalized or made-to-order items.
2. Condition for Returns:
Item must be unused and in original or hygienic condition.
All original packaging must be intact.
Returns that don’t meet these conditions will be rejected.
3. Return Window:
Returns must be requested within 3 calendar days of delivery.
4. Return Shipping:
Customer pays for shipping if the item has no manufacturing defect.
If the item has a verified manufacturing defect, Serenity Mats covers shipping and arranges collection or replacement.
5. Manufacturing Defects:
Must be reported within 24 hours of delivery with photo or video proof.
Defective items are replaced, not refunded. Serenity Mats pays for shipping of replacements.
6. Refunds:
Refunds are issued to the original payment method.
Refunds may take 7–10 working days to appear depending on the bank or payment provider.
7. Delayed Delivery:
If delivery is more than 10 working days past the promised date, customers can request a full refund or proceed with delivery.
8. Exchanges:
No exchanges for customized or wearable items.
Exchanges for plain mats or accessories follow the same rules as returns.
9. Order Cancellation:
Orders cannot be canceled once placed, including all types of products.
To return an item, please follow the instructions provided in your order confirmation email. You will need to include a copy of the order invoice and the item in its original condition.
Customers cover shipping for returns unless the item has a verified manufacturing defect, in which case Serenity Mats pays for return shipping.
Only plain mats and accessories can be exchanged. Customized or wearable items cannot be exchanged.
Ordering from Serenity Mats
Placing an order on Serenity Mats is simple! Browse our catalog, select the product you want, choose the quantity, and click “Add to Cart.” Once you’re ready, proceed to checkout, enter your shipping details, choose a payment method, and confirm your order. You’ll receive an order confirmation email shortly after.
Yes! After your order is processed and shipped, we’ll send you a tracking number via email. You can use this tracking number on our website to check the real-time status of your shipment.
We process orders quickly to ensure fast shipping. If you need to modify or cancel your order, please contact our support team as soon as possible. Once the order is shipped, modifications or cancellations may not be possible.
We apologize for any inconvenience. If you receive a wrong or damaged item, please contact our customer service team with your order number and photos of the product. We will assist you in resolving the issue, whether through a replacement or a refund.