Return Policy

 

Return Policy for Serenya London

 


30-Day Return 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.


To start a return, please contact us at info@serenyalondon.co.uk.


If your return is accepted, you will need to ship the product back to our fulfillment center using Royal Mail Tracked Delivery. You will receive instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.


If the product is not damaged and the correct item was sent, the customer is responsible for all shipping charges. We do not charge a restocking fee — this is for the benefit of the customer.


You can always contact us for any return question at info@serenyalondon.co.uk — we’re always happy to help.

 

 

 

Damages and Issues

 


Please inspect your order upon receipt and contact us immediately at info@serenyalondon.co.uk if your item is defective, damaged, or if you received the wrong item. We’ll evaluate the issue and make it right.

 

 

 

Exceptions / Non-Returnable Items

 


Certain types of items cannot be returned, such as:

 

  • Perishable goods (food, flowers, plants)

  • Custom products (special orders or personalized items)

  • Personal care goods (beauty products)

  • Hazardous materials, flammable liquids, or gases

 


Please contact us if you have questions or concerns about a specific item.

 

 

 

Exchanges

 


The fastest way to get the item you want is to return the one you have. Once your return is accepted, simply make a separate purchase for the new item.

 

 

 

European Union 14-Day Cooling-Off Period

 


If your order is being shipped into the EU, you have the right to cancel or return it within 14 days for any reason, without justification. The item must be unworn or unused, with tags, in its original packaging, and include proof of purchase.

 

 

 

Returns & Refunds

 


We offer a 30-day return window from the date your order arrives.

 

  • If you change your mind, simply get in touch within 14 days for a refund back to your original payment method.

  • After 14 days (but within 30 days), we’ll still accept your return and issue you store credit to use anytime.

 


Items must be unworn, unwashed, and in original condition with tags and packaging intact. Once your return is approved and received back, we’ll process your refund or credit right away. Please hold onto your receipt or proof of purchase.


To get started, email us at info@serenyalondon.co.uk and we’ll walk you through the next steps. Kindly note that returns must be arranged with us in advance — items sent back without prior notice will not be accepted.


We’re also happy to offer a replacement if your order arrives damaged or if you’ve received the wrong item.

 

 

 

Refunds

 


We’ll notify you once we’ve received and inspected your return, and let you know if the refund has been approved. If approved, your full refund will be issued to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card company to process and post the refund.


If more than 15 business days have passed since your return was approved, please contact us at info@serenyalondon.co.uk.