Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
We try to handover your packages to the courier service postal service or Relay point as soon as possible. Everything after that moment is out of our control.
You can find the trackingnumber in your account.
An account will be created for you when you place an order.
If you – by accident – wrote the wrong shipping address, contact us as soon as possible by email ‘[email protected]’. We often prepare packages in a few hours.
We need your written consent to ship to another address.
If we have not packed and shipped your order we would be happy to add one or two additional items (up to 600gr) you might have forgotten. I love to give my customers the option of maximizing shipping and get as much in their package as possible!
To add to your order just use the coupon code ‘add-to-order‘ so I can add those forgotten items without you having to pay shipping charges.
Do you want to add a lot more items? We are happy to combine the order and will refund excess shipping costs.
In your account page you can find all trackinnumbers. We also send out (e-mail) a confirmation with your trackingnumber.
We do not receive or store any payment information.
We do not charge sales taxes for people outside the EU.
Sometimes there are duties, taxes or fees due depending on what country you live in. You will have to check your customs regulations. If you are in UK, Norway, Canada, you may need to pay VAT or other taxes that are not included in our prices. All sales are “Delivered At Place (DAP)”. Tax is paid by the receiver upon import into your country.
We ship worldwide with DHL express.
Yes, We always ship everything on the same day. When you ordered multiple big items, it’s possible you will receive 2 of more boxes. We handed them to the courrier at the same time. It to our knowledge that sometimes the boxes do not catch the same plane and for that reason it’s possible you receive your items on different days.
If you need to swap an item
Returns and Exchanges
For PDF Sewing Patterns: Due to the nature of the product, there are no refunds for PDF sewing patterns.
Physical Products: It’s important to us that you are happy with your purchase, but if for any reason you are not satisfied with our products send us an email [email protected] within 5 days of receiving your package. Items must be then returned within 30 days of receipt for full refund (minus the delivery charge). We are a small company and simply cannot pay for shipping for you to return your product if you have decided you don’t want it. Please make sure you double check measurements and read product details before purchasing. To qualify for a refund the goods SHOULD be unused, and in resealable condition. Once inspected by us we’ll refund the amount within 14 days. Shipping amounts will not be refunded.
When we made a mistake, we’ll make it right. Please contact us as soon as possible: [email protected]
When possible, refuse the package or at least make sure the courier writes it down.
Before you open your package, start by making pictures.
Then keep making pictures while you are unpacking.
If everything is ok, then you can delete the pictures.
If things ar missing or broken, contact us: [email protected]
SerialBagmakers
Roderveldlaan 100/1
2640 Mortsel – Belgium
Send your question to [email protected]
As long as we have not shipped your order yet, you can change your order.
Due to the fees we need to pay to the creditcard and Paypal authorities, we can only fully refund your payment to store credit. When you prefer to be refunded in money, we will deduct the fees we paid.
Contact us at [email protected] in case you would like to do that. We can inform you how long an item will be sold out of in backorder.