9. FREQUENTLY ASKED QUESTIONS
Last updated: 22 August 2026
How Long Does Shipping Take?
Orders are usually processed within 1 to 3 business days.
After dispatch, delivery usually takes 3 to 7 business days.
These delivery times are estimates and may occasionally vary due to carrier delays, busy periods, public holidays, customs checks or circumstances outside our control.
Where Is My Order Shipped From?
Some orders are dispatched directly from our trusted suppliers or fulfilment partners.
Depending on the product and its availability, this can include fulfilment locations outside the United Kingdom, including China.
This allows us to avoid unnecessary additional handling before your order begins its journey to you.
Do You Offer Free UK Shipping?
Yes.
Serrelle London offers free standard shipping across the United Kingdom.
Final UK delivery may be handled by Royal Mail or another local delivery partner, depending on your shipment.
Can I Track My Order?
When tracking is available, we'll provide the relevant tracking information after your order has been dispatched.
Please allow some time for tracking information to update after dispatch.
Do You Offer Returns?
Yes.
Purchases from Serrelle London are covered by our 30-Day Money-Back Guarantee.
Please contact us within 30 days of receiving your order:
How Do I Start a Return?
Email:
Please include your name, order number, reason for the return and clear photographs if the item is damaged, faulty or incorrect.
Please wait for our return instructions before sending anything back.
Who Pays for Return Shipping?
For change-of-mind returns, size changes and unwanted items, the customer is responsible for return shipping costs.
Depending on the product, your approved return address may be with a supplier or fulfilment partner outside the United Kingdom, including China.
Your applicable statutory consumer rights are not affected.
When Will I Receive My Refund?
Once an approved return has been received and confirmed, we'll process the applicable refund to your original payment method.
Your bank, card issuer or payment provider may require additional time for the refund to appear in your account.
What If My Item Is Faulty, Damaged or Incorrect?
Please contact us as soon as possible:
Include your order number, a description of the problem and clear photographs.
Our customer care team will review the issue and help you with the next steps.
Which Payment Methods Do You Accept?
We accept trusted payment methods including Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay.
Available payment options are shown securely at checkout.
What Currency Are Your Prices In?
All prices on serrellelondon.com are displayed in British pounds (£ GBP).
How Can I Contact Serrelle London?
Have a question? We're happy to help.
Email: info@serrellelondon.com
Our customer care opening hours are:
Monday to Friday: 9:00 am to 5:00 pm
Saturday: 10:00 am to 4:00 pm
Sunday: 10:00 am to 4:00 pm
All times are based on UK local time.