Returns & Exchanges

RETURNS

If you are not happy with your purchase for any reason, you can return it to us within 14 working days of receipt and we will refund you the amount you paid, less postage.

Any returns sent after the 14-day window will not be accepted and will be returned to the original delivery address.

Any items found to have signs of wear, including makeup, food, fluids, dirt, fragrances or stress marks or that have the tag removed or tampered with will not qualify for a refund and may be returned to you.

UK RETURNS PROCESS

To arrange a return, please follow these steps:

• Contact us on +44(0) 20 3862 6060 (9-5pm UK time, Mon-Fri), email
  info@serenabutelondon.com or live chat (9-5pm UK time, Mon-Fri) to have a prepaid Royal Mail returns label emailed to you.
• Attach the returns label to the outside of the package
• Fill in the returns form attached and place this inside your package
• Book your free collection: 

• Online: https://send.royalmail.com/collect/youritems
• Royal Mail Drop off: Take your return to your nearest Royal Mail drop off point or parce box. Find your nearest HERE

INTERNATIONAL RETURNS PROCESS

To arrange a return, please follow these steps:

• Contact us on +44(0) 20 3862 6060 (9-5pm UK time, Mon-Fri), email
  info@serenabutelondon.com or contact us via live chat (9-5pm UK time, Mon-Fri) to have a prepaid DHL returns label emailed to you.
• Attach the returns label to the outside of the package
• Fill in the returns form attached and place this inside your package
• Book your free collection: 

• Online: https://mydhl.express.dhl/gb/en/schedule-pickup.html#/schedule-pickup#label-reference 
• After making sure your country/region is correct in the top-right hand corner of the page, enter your 10-digit waybill number located under the barcode of your printed returns label. Review your details and select a convenient day and time for DHL to collect your parcel.
• Phone: Visit the DHL website to find the telephone number of your nearest DHL branch.
• DHL Drop off: Take your return to your nearest DHL service point

EXCHANGES - UK ONLY

We are happy to process complementary exchanges within the UK for a different size and/or colour - please contact us via live chat on our website, email info@serenabutelondon.com or phone on +44(0) 20 3862 6060 (UK) to arrange.

Unfortunately, we are unable to process international exchanges. If you would like a different size/colour, you will have to place a new order.

If you have any questions at all, please contact us.