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Returns & Exchanges

RETURNS

We aim to make returns as easy for you as possible. If you are not happy with your purchase for any reason, you can return it to us within 14 working days of delivery and we will refund you with the amount you paid for that item, less postage.

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 pre-paid DHL returns label emailed to you.
  • Attach the returns label enclosed in the envelope to the outside of the package
  • Fill in the form attached and leave this in your package
  • Book your free collection:
    • Online: Visit the following link: 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: Simply call DHL on 0844 248 0844 from the UK or 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

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, bodily 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.

 

EXCHANGES

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

 

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