Returns Policy
If you have received incorrect items or the items you received are defective, please email us at info@SerenaLondon.com to discuss this further.
If you are not satisfied with the goods received, you can return them within 14 days of receipt, provided they are in their original and resellable condition.
Once returned, you are entitled to a full refund, excluding the cost of return shipping. We cannot refund or exchange items that appear to have been used, opened, or are not in their original condition.
Return Conditions and Guidelines:
- All returned items must be unused, unopened, and in their original plastic packaging.
- We are not responsible for the cost of return shipping.
- Please ensure all returned items are well-packed to avoid damage during transit.
- All return packages must be sent using a traceable, insured service, as we cannot take responsibility for items that are damaged or lost during return transport.
- Ensure the return form is approved – without approval, your return may not be processed.
Easy Returns in Three Simple Steps:
Step 1: Request return details via the contact form below. Please provide your order number, email address, and reason for returning.
Step 2: Send your order. Ship the items to the return address. Be sure to include a Track and Trace code on your package. As the sender, you are responsible, and we want to avoid any misunderstandings.
Step 3: Receive the refund to your bank account. Once we receive the package, we will ensure the refund is processed to your bank account within five working days.
Contact Us
For any questions or comments, please email us at info@SerenaLondon.com