Frequently Asked Questions
DO YOU SHIP INTERNATIONALLY?
Yes we ship worldwide using DHL Express Tracked Delivery.
DO YOU HAVE A STORE?
We are online only, our website is the only place to shop Serena Bute London. We offer free returns in order to allow you the freedom to try on pieces and decide what works for you. We also offer free styling sessions via Zoom with our in-house stylist, who can show you the pieces up close and assist you in making a selection. Read more and book here.
WHAT ARE THE SHIPPING COSTS?
Within the United Kingdom, shipping will be charged at £5.95 for 2-3 day delivery with Royal Mail, £12 for next day delivery with DHL Express, or £30 for same-day courier service. You may select your preferred shipping service at checkout.
International shipping via DHL Express will be charged at £25.
We ship all your orders from our London headquarters and all delivery services are fully tracked.
DO YOU OFFER BUY NOW, PAY LATER SERVICES?
I'VE PLACED AN ORDER BUT I WANT TO MAKE CHANGES...
Please email info@serenabutelondon.com, call us on +44(0) 20 3862 6060 or contact us via live chat on our website for any questions regarding your order and we'll be happy to help as best we can.
WHEN WILL MY ORDER BE SHIPPED?
Orders placed before 2pm GMT on a working day will be shipped to you on the same day. Orders placed over the weekend will be processed on the next working day.
WHAT IS YOUR RETURNS POLICY?
We offer free worldwide returns. If you are unhappy with your order you have 14 working days from receipt to return this to us. Returns will only be accepted if the clothes are unworn and have all labels still attached. You can vioew our returns policy HERE
HOW DO I RETURN MY ORDER?
UK orders - follow the link on your returns form to generate your pre-paid Royal Mail returns label.
International orders will have a pre-paid DHL label included in the order that you may use to return. Follow the instructions on your returns form.
HOW DO I EXCHANGE MY ORDER?
Please email info@serenabutelondon.com or call us on +44(0) 20 3862 6060 if you would like to make an exchange.
Kindly note that we are only able to offer exchanges within the UK. If you are an international customer and would like a different colour/size, you will have to place a new order.
HOW LONG DOES DELIVERY TAKE?
Delivery takes between 1-4 days within the UK and between 2-6 working days worldwide.
HOW CAN I GET 10% OFF MY FIRST ORDER?
If you sign up to our newsletter you will receive a discount code for your first order.
DO YOU HAVE SAMPLE SALES?
Yes, we host sample sales 1-2 times a year. If you sign up to our newsletter you will be the first to be notified about all our sales.
CAN THE TROUSERS BE ALTERED?
Our trousers are designed to accommodate people of all heights. With this in mind all hems are standard hems and can easily be taken up at any local dry cleaner.
THE ITEM I WANT IS OUT OF STOCK, CAN I BE NOTIFIED WHEN PRODUCTS COME BACK INTO STOCK?
Yes if you turn on notifications for that particular product you will be emailed when it comes back into stock. You can do this by clicking on the out of stock item and size, and then clicking on the "Notify Me" button below.
ARE PRODUCTS TRUE TO SIZE?
Yes products are true to size unless stated otherwise in their description. Please see our specific size guides for each product. If you are unsure, contact us and we can gladly assist with sizing advice!
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