FAQ
What currency are your prices listed in?
All prices are in US Dollars. For prices in RM please change the currency in the drop down menu.
When will my order be shipped?
All our headbands are made to order. We add all orders to a schedule and work off a first come basis. We aim to complete orders within 10 business days of payment however when we are inundated with orders (and this happens alot) it may take more time. We will always email you after your order to let you know where we are at in the workshop. As they say, good things come to those who wait.
Where do you ship to?
Everywhere in the world! For bulk orders email us at orders@sereniandshentel.com with your location and we will let you know the shipping rates. For orders in Malaysia we use a local courier company and it usually takes 48hrs to get to you once it leaves our office. If you are based in Kuching you can pick up your order from the shop rock, paper, scissors at Green Heights Mall, or from our head office at Four Points by Sheraton.
Can I make a custom order?
Depending on how busy we are at the time, absolutely! Contact us at pr@sereniandshentel.com
Where are you located?
In a quiet little town called Kuching in East Malaysia.
Do you wholesale?
Yes we do. We would love for our products to be featured in your shop. Please email us for pricing at orders@sereniandshentel.com
I would like to feature your products, where can I find high resolution images?
That's wicked! Please email us with the name of the items and some information on your magazine/blog/website and we will zip files to you. Please email media@sereniandshentel.com
Can you do custom pieces for editorials?
We love editorials! We love love love them. Please email us your concepts and time frame so we can get cracking. All we ask is for credit mention and a copy of the editorial in both physical and digital format. Please email media@sereniandshentel.com
What forms of payment do you accept?
We gladly accept Visa, MasterCard, American Express, Discover, all through PayPal. 
We also accept Alliance Online, Ambank Online, Credit card, Meps FPX (Bank Islam, CIMB Clicks, Maybank2u, Maybank2e.net), Pbebank, RHB Online, all through ipay88.
Do you do direct bank transfers?
Yes we do!
Branch: HSBC Kuching Sarawak
Bank address: HSBC MALAYSIA BHD Bangunan Binamas Jln Padungan 93100 Kuching Sarawak.
Swifcode:HBMBMYKL
Name: The Playground Borneo Sdn Bhd
A/C No: 322 - 207713101
Please email us at accounts@sereniandshentel.com the bank-in slip with the name of the account holder that the transfer was made from so we can check that the money has come through.
Please note with bank to bank payments it can take up to 2-3 working days to clear into our account. We will only place your order into the workshop once payment has been received.
Please contact us if your status order is not updated to "Preparation in progress" within 3 days after your payment.
How secure is this store?
This store uses PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).
Do I need a PayPal account to purchase from this store?
No, you are not required to have a PayPal account to purchase from this store. Although if you already have a PayPal account you may use it. Just login as guest.
What is your return/refund policy?
Please make sure you have your heart set on your purchases. All our pieces are made to order therefore we do not accept returns or exchanges.
How true are your colours?
While we try to make our onscreen images as colour true as possible there is a slight difference to the actual product from screen to screen.
