Returns & Exchanges

RETURNS POLICY

If you require a different size to get your perfect fit, or wish to return your garment, please read the following instructions:

You have 14 days from receiving your order to send back your return therefore your order will need to be the way back within this window. It is the responsibility of the customer to let us know within the 14 days if there are any issues with your return. Returns outside of this window will not be accepted. All returns & exchanges are subject to the following conditions:

•        Item(s) are in new and unworn condition as they were sent out, unaltered,  undry-cleaned and unwashed.

•        Please take care not to wear perfume, cologne or anything else where a scent or odour may leave a scent on the product.

•        Please take care to ensure the garment is free of makeup, pet hair and other marks.

•        All correct garment tags and packaging are in place and attached.

•        Item(s) must have been purchased from serenabutelondon.com and returnee is original purchaser.

•        All orders need to be returned from the country that which they were originally delivered to.

•        Exchange can only be for a different size in the same product ordered.

Any existing damage or issues with your order upon receipt need to be flagged with our customer service team within 48 hours of being delivered. Failure to flag any issues may result in a return not meeting our returns policy above.

UK RETURNS PROCESS - ROYAL MAIL

To arrange a return, please follow these steps:

• Create your pre-paid return label via this link.
• Attach the returns label to the outside of the package, or use the QR code at the post office for a paper-free option
• Fill in the returns form attached and place this inside your package
• Drop off your return to the post office or 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 - DHL

Your order will contain a pre-paid DHL returns label, should you need to return an item. To arrange your return, please follow these steps:

• Fill in the returns form included in your order and place this inside your package
• Attach the returns label to the outside of the package
• Drop off your return to DHL or 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.