Shipping / Returns

ORDER PROCESS

Orders will only be accepted from persons over the age of 18. Orders may be accepted from persons resident outside the United Kingdom.

All orders are subject to acceptance and availability. If any goods ordered are not available, you will be notified by email and you will be given the option either to wait until the item becomes available from stock or to cancel your order. It is your responsibility to provide us with a valid email address so that we can contact you if necessary. Any orders placed by you will be treated as an offer to purchase the goods or services from us and we have the right to reject such offers at any time prior to acceptance.

You shall be responsible for ensuring the accuracy of the details provided on the order form and we will not accept an order unless all details requested on the order form have been entered correctly.

You acknowledge that any automated acknowledgment of your order that you may receive from us shall not amount to our acceptance of your offer to purchase goods or services advertised on the website.

The conclusion of a contract between you and us will take place when we accept your order by (i) debiting your credit or debit card, or (ii) despatching goods to you.

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

Each item or service purchased is sold subject to additional specific terms and conditions relating to that item or service including, without limitation, terms and conditions concerning estimated delivery times and any warranties. Please ensure that you read such additional terms.

We are entitled to refuse any order placed by you and will not be required to provide an explanation.

 

DELIVERY

Goods will be delivered to you, the buyer, at the address provided by you on the order form.

You will become the owner of goods you have ordered when they have been paid for and delivered to you.

Any dates quoted for delivery of goods are approximate only and we shall not be liable for any delay in delivery of goods however caused. If, however, we are unable to deliver your goods by the date quoted for delivery, you, the buyer, shall be entitled to cancel the order at any time before delivery takes place.

UK – Free Delivery - Royal Mail 2-3 working days

EUROPE – £20 Royal Mail 3-5 working days

WORLDWIDE - £20 Royal Mail 7-10 working days 

If needed next day please contact info@serenabutelondon.com and we will do our best to arrange this if possible. Additional charges may apply.

 

PAYMENT

All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. Prices quoted are for delivery (in the case of goods) and for performance (in the case of services) in the United Kingdom unless otherwise specified. Prices are in Pounds Sterling unless otherwise specified.

We reserve the right, by giving notice to you, the buyer, at any time before delivery or performance to increase the price of goods or services to reflect any increase in the cost to us, which is due to any factor beyond our control (such as without limitation, any foreign exchange fluctuation, significant increase in the costs of labour, materials or other costs of manufacture).

In the unlikely event of there being such an increase in the price of goods or services you, the buyer, shall be entitled to cancel the order at any time before delivery or performance.

In the unlikely event that the price or description of an item or service has been incorrectly advertised, we will contact you by email, telephone or post to ask whether you wish to proceed with your order with the correct price or description. If you are not happy to proceed, or we are unable to obtain your instructions, we will cancel the order. Unless we have already despatched or commenced performance of your order, we will not be obliged to supply products or provide services at the incorrect price or based on an incorrect description.

Payment can be made by any major credit or debit card or via Paypal.

By placing an order, you, the buyer, consent to payment being charged to your debit/credit card account or electronic payment account as provided on the order form.

Title to the goods will pass to you, the buyer, on delivery of the goods.

We will issue you with an electronic receipt to your email address once the goods have been despatched.

When you pay for your order by credit or debit card, we carry out checks or 'authorisations' with the card issuer for security reasons. Should any problems occur with the authorisation of your card, we will contact you with further details.

 

RETURNS

SALE ITEMS ARE NON-REFUNDABLE BUT CAN BE EXCHANGED

If you are not happy with your purchase for any reason, you can return it to us and we will refund you with the amount you paid for that item less postage.

All we ask is that you inform us by email or post and return the product within 14 working days from the day after receipt. We will send you a return code and return address. Write the return code on the outside of the packaging, and then return the product to us at your expense in unused condition and in the original undamaged packaging (or packaging of the same quality) for a full refund less carriage charges. We recommend using an insured delivery service.

Returns must be made within 14 working days of delivery.

You should allow up to 21 days from receipt by us of your returned goods for your refund to be processed. We will normally refund you using the same payment method that you used to purchase the goods. Postage and packaging charges will not be refunded. This does not affect your statutory rights.

 

DAMAGED OR FAULTY GOODS 

We employ professional carriers. Nevertheless, you must examine goods on arrival before signing for it. We will refund the full purchase price including postage and packing of an item which is delivered in a damaged or faulty condition or which develops a fault within 3 months from delivery (other than due to normal wear and tear, failure to follow instructions or misuse).

Alternatively, at your option, we will replace the item with the same or a similar product (subject to stock availability).

If a product is damaged or faulty, please contact us at once and no later than 14 working days of receipt, or of the fault developing. Once we receive the faulty or damaged item we will arrange a refund or replacement.

Sometimes the product specifications from the manufacturer may change, in which case, if you request a replacement, we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement, you can return it in accordance with our returns policy.

Please allow 21 days from receipt by us of your item for your refund to be processed or replacement item dispatched.

We reserve the right to refuse to issue a refund/replacement item and to recover the cost of the returns delivery from you in the event that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear. This does not affect your statutory rights.