Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How to Start a Return
We want to make your return process as smooth as possible. To ensure your return is tracked and processed quickly, please follow these steps:
- Notify us: Send an email to info@serenzalondon.com with your order number and the reason for the return. For damaged items, please attach a photo so we can assist you faster.
- Receive Instructions: Our team will respond within 24 hours with the correct return address and detailed instructions on how to send your package back.
-
Ship your item: Following these instructions helps us identify your package immediately upon arrival and prevents delays in your refund.
Please note: To ensure your refund is processed correctly, we recommend contacting us before shipping, as returns sent to the wrong facility may experience significant delays.
Important: The costs of returning the goods are to be borne by the customer.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We do not offer direct exchanges.
If you would like a different size or style, please return your item following the return process and place a new order through our website.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Restocking fees
We do not charge any restocking fees on returned items.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@serenzalondon.com
Contact Information
Shop name: Serenza London
Phone: +44 7447 388678
E-mail: info@serenzalondon.com
Customer Service Hours:
Monday To Friday: 9:00 AM - 5:00 PM (GMT)
Saturday & Sunday: 10:00 AM - 4:00 PM (GMT)
Response time: Within 24 hours (often sooner during business hours)
Company Name: Balance Limited
Company nr.: SC861492
Company Address: Summit House, 4 - 5 Mitchell Street, Edinburgh, United Kingdom, EH6 7BD