2. RETURNS AND REFUND POLICY
Last updated: 22 August 2026
At Serrelle London, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-Day Money-Back Guarantee work.
This policy applies to purchases made through serrellelondon.com.
30-Day Money-Back Guarantee
We offer a 30-Day Money-Back Guarantee.
If you're not happy with your order or something isn't quite right, please contact us within 30 days of receiving your order.
To start a return request, email:
Please include:
- Your full name
- Your order number
- The email address used for your order
- The reason for your return
- Clear photos if the item is damaged, faulty or incorrect
- Any other information that may help us understand the situation
Our customer care team will review your request and reply with the next steps.
Return Approval
Please do not send an item back before contacting us.
All returns must first be approved by Serrelle London by email.
If your return is approved, we'll provide the relevant return instructions and correct return address.
In some cases, returns may need to be sent directly to our supplier or fulfilment partner, which may be located outside the United Kingdom, including in China.
Return Shipping Costs
For change-of-mind returns, size changes or unwanted items, the customer is responsible for return shipping costs.
If the approved return address is with one of our suppliers outside the United Kingdom, the customer is responsible for arranging and paying for shipping to the provided return address.
We recommend using a tracked shipping service.
Tracking Required for Returns
For an approved return, please keep valid tracking information for your return shipment.
A refund can be processed after the returned item has been received and confirmed by the relevant return location.
If a returned parcel is lost in transit and cannot be confirmed as delivered, we may not be able to complete the refund.
Condition of Returned Items
To be eligible for a return, items should be:
- Unworn
- Unwashed
- Unused
- In their original condition
- Returned with tags and packaging where possible
Items showing signs of wear, washing, use, damage, perfume, stains, make-up marks or alterations may not be accepted.
Items That May Not Be Eligible for Return
Certain items may not be eligible for change-of-mind returns, including:
- Gift cards
- Final sale items, where clearly stated
- Personal or hygiene-related items
- Items that have been worn, washed or used
- Items returned without prior approval
Your applicable statutory consumer rights are not affected.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible:
Please include your order number, a description of the issue and clear photographs of the item and packaging.
We'll review the issue and work with you on an appropriate solution.
Refund Processing
Once your return has been received and approved, we'll notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Please allow additional time for your bank, card provider or payment provider to process the refund.
Exchanges
Depending on the situation and product availability, we may be able to offer an exchange or another suitable solution.
Please contact:
We'll review your request and let you know which options are available.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible:
If your order has not yet been processed or dispatched, we'll do our best to cancel it.
If it has already been processed or dispatched, cancellation may no longer be possible.
Contact Us
For return, refund or order questions: