Serentia Shop (serentia-shop.com) has a 4.2 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Beauty & Well-being and its reputation is good. 82% of reviews are 4 stars or higher and 14% are 1 star; The business has replied to 69% of negative reviews; Reviews mostly discuss Product, Quality, Customer service. Last updated 2026-09-07.
Reviewers had a great experience with this company. Customers frequently praise the exceptional customer service, noting how helpful and responsive the support team is when rapidly resolving order issues and sending replacements. Many people also highlight the lightweight feel and natural coverage of the products, explaining that formulas leave skin looking radiant, hydrated, and smooth throughout the entire day. Though some customers experienced challenges, such as receiving the wrong shade despite color charts, or dealing with unexpected shipping and delivery delays. A few reviewers also noted that the product coverage did not meet their personal expectations or mentioned receiving items with broken packaging upon arrival.
Auto-generated from all reviews of this business. For reference only.I received my items and the colour I chose was to light I emailed the Serentia team to request an exchange and they offered to send me the next darker colour of choice free of charge I was so surprised as I did offer to send the unpacked item back, wow what a very kind gesture I was very grateful
I received my products and they are way too light. I like the feel of the makeup itself, and would love to exchange. MY ISSUE: The customer service phone number DOES NOT WORK, and their email address is no longer valid!!! They advertise---we will replace/exchange if the color is not correct---but HOW when you cannot even contact them???!!! SCAM?????
Hi Karen, we’re very sorry to hear about your experience, and we completely understand how frustrating this must be. We’re glad to hear that you like the feel of the product, and we’d be more than happy to assist you with an exchange to find the right shade for you. Please note that we currently do not offer phone support, but our customer service team is always available via email. You can reach us at [email protected], and we’ll make sure to assist you as quickly as possible. Thank you for your patience, and we truly appreciate the opportunity to make this right for you.
Absolutely do not waste your money if you have anything but dry skin. I bought the product, it took forever to arrive. Once I used it, I realised it was oily, didn't give any coverage and slipped off my face within an hour I tried to return it (I had used it once) and was told it was outside the return window.
When I had a issue with the wrong shade sent. They did not hesitate to take care of my problem.
I purchased a buy 1 get one free Serentia Elixer cream . I tried one of them and unfortunately it wasn’t the right shade, however the other one was just perfect. I emailed them back letting them know that one of the cream didn’t match my skin colour and I asked if I could exchange it for the one that matches my skin colour. I got an email from them right away & they were happy to let me know that they can exchange it with the one I requested for. Can’t wait to receive the other cream soon! I honestly thought it would take them several days for replying back to me . Awesome customer service. Thank you Serentia!
First of all I LOVE this product!!! It gives a coverage without looking like anything other than your SKIN!!! Second of all, I tried 3 shades (I took the matching quiz and got 2 different shades- didn’t know how to answer one of the questions so I took it twice). I ordered the two suggested to me and then I tied in another shade that I thought I would like. I emailed customer service after I chose the shade I liked best and they replaced those two with the shade I chose AND said I could keep the other two that didn’t work! I plan on sharing it with my mom bc I KNOW she will love it too!!! Best customer service and BEST product!!!!!
I recently purchased a product from Serentia and initially felt a little disappointed when it arrived because the shade I chose turned out to be too light for my skin. I contacted customer service to ask about returning the item, and I was pleasantly surprised by how quickly and kindly they responded. Instead of simply processing a return, their team offered to send me a replacement shade and asked me to choose the color that would work best for my skin tone. After I selected the new shade, they promptly confirmed that the replacement had been shipped. They also kindly mentioned that I could give the original product to a friend or family member instead of returning it. I thought this was such a thoughtful and customer-friendly gesture. It really shows that they care about their customers’ satisfaction. Congratulations to the Serentia customer service team for such exemplary service!
The product is just as it says your skin but better! I ordered ivory and it was a bit too pale for me. I addressed it with customer service and they got to fixing it right away and just constantly making sure you are a satisfied customer. I'm excited for my slightly darker tone to come and try now because even though the first was a little bit too pale I still loved the coverage. It went on smooth, a little went a long way. It was not and does not get cakey. I also have super sensitive skin and have had no problems thus far. Highly recommend to anyone looking into the product to try themselves. And I'm telling everyone I know about it. Stay blessed 🙏
I just received my order today so I cannot say whether I'm happy or not with the product as yet. What I can say is that the customer service I received was exceptional. I will definitely order from this company again. A special thank you to Kim for all of her help with any queries I had.
Customer service is exceptional with order issues…can’t wait to try the product!
Amazing product! Super fast, and attentive customer service response, and exchange for the correct color I needed. I highly recommend this product based on my experience and the quality of the product. I think I found my new favorite foundation!! 😊
Great customer service!!!i ordered the wrong shade ,emailed customer service and they responded immediately. They sent a new order said that I could keep the lighter shade and gift them to my friends. THAT is customer service!! I really love this Elixir & Cream! Great product! ❤️Happy
I love this product. It feels great on my skin and I thought customer service service was exceptional.
I placed the order the first week in December, the package has been in one spot since the order. I reached numerous times and they sent another shipment. Were now at the end of February and I still have yet to receive it. I just want a refund and my account closed. They refuse to do it...This is a scam!! They take your money and run......
Hi Lorrie, we’re very sorry for the frustration and delay you’ve experienced. Please contact our support team directly so we can review your order, process your refund, and assist with closing your account.
Beware, they will charge you each month if you don't stop them. Had to cancel m credit card.
Hi Louise, we apologize for the inconvenience this caused. Please reach out to us directly, and we’ll be happy to assist you with your subscription and billing concerns.
It takes several weeks to get delivery as the product is coming from so far away but it is worth it! I love this product because it is such excellent coverage and I blend it with my tinted moisturizer to give me the perfect natural looking tone for my skin. It doesn't have a fragrance or SPF and that suits me as I have sensitive skin. I would highly rate this product.
Quick response to my questions and concerns. Love the product.
I ordered the Serentia Elixir+ Cream × 2. I like the creamy texture; however, the shade was just a little too dark. I requested an exchange for a lighter shade, and the response from Serentia was quick. They placed a new order at no charge for a lighter shade. Customer service is excellent. I look forward to receiving the new shade.
Let's start off with the makeup. - nothing cakey or powdery. - lightweight and feels like almost like BB cream. - Looks like you're not even wearing any makeup but you are. The colors needed to be a bit darker for me. My skin reacts to most makeups. I'm not sure if this is reactive on my skin just yet. Customer service: - on point with response - will get a free product if you're not satisfied with your original order at no charge to you. - no hassle of box returns or anything. - overall, good experience.
The order took forever to receive. I reached out to customer service and they were very thorough in searching for my package. I ended up receiving it while they were searching for the information. I ordered Ivory and Buff Beige in the 2 for 1 sale they had. The ivory was way too light. I let them know and they immediately allowed an exchange at no cost. Told me to see if a family member or friend would like to try it. I am very impressed with the product myself. It stays all day, has a good coverage that's not cakey and it's light, not heavy feeling. I'm happy with my order and the customer service!
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