Refund & Return Policy

At Serena & Co Sydney, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we're happy to assist you with the return process. Please read the following policy carefully before submitting a return request.

Return Eligibility

You may request a return within 14 days of receiving your order.

To qualify for a return, all of the following conditions must be met:

  • The return request must be submitted after the item has been delivered.

  • The item must be unused, unworn, unwashed, and undamaged.

  • All original tags, labels, accessories, and packaging must be included.

  • Trying on an item is permitted, but it must not show any signs of use beyond fitting.

  • Products must be returned in their original condition.

  • For hygiene reasons, products that have been used or cannot be hygienically resold may not be eligible for return.

  • If your item arrived damaged or defective, please notify us within 48 hours of delivery and include clear photos of the issue.

We reserve the right to refuse returns that do not meet these conditions or show signs of wear, misuse, washing, alterations, or damage not caused during shipping.

Non-Returnable Items

The following items cannot be returned or refunded unless they are faulty or damaged upon arrival:

  • Products showing signs of wear or use

  • Items damaged through improper handling

  • Products returned without original packaging or tags

  • Gift cards (if applicable)

  • Items marked as final sale or non-returnable

How to Request a Return

To start a return, please email info@serenacosydney.com within 14 days of receiving your order.

Please include:

  • Your order number

  • Your full name

  • The email address used to place the order

  • The reason for your return

  • Photos of the item if it is damaged, incorrect, or defective

Once your request has been reviewed and approved, we will provide you with the correct return address.

Please do not send your return to the sender's address shown on the parcel, as this is not our returns facility and may result in delays or your return not being processed.

Return Shipping

Customers are responsible for all return shipping costs, including any international postage, customs duties, taxes, or import charges that may apply.

Because many of our products are shipped directly from our international fulfilment partners, approved returns may need to be sent to our designated returns warehouse, which may be located outside your country.

We strongly recommend using a tracked shipping service, as Serena & Co Sydney cannot be held responsible for returns lost or damaged during transit.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your return is approved:

  • Your refund will be processed within 14 business days.

  • Refunds will be issued using the original payment method used for the purchase.

  • Original shipping charges are non-refundable, unless the return is the result of an error on our part or the item arrived damaged or defective.

If your return does not meet the requirements outlined in this policy, it may be declined and returned to you.

Order Cancellations

Because our fulfilment process begins shortly after an order is placed, orders can only be cancelled or modified within 24 hours of purchase.

After this period, your order may already be in processing or in transit and can no longer be cancelled. In that case, you may request a return after receiving your order, provided it meets the return conditions outlined above.

Orders in Transit

Once an order has been dispatched, it cannot be cancelled.

If you no longer wish to keep your order, please wait until it has been delivered and then follow our return procedure.

Lost or Missing Packages

Serena & Co Sydney is not responsible for parcels that are confirmed as delivered by the shipping carrier.

If your tracking indicates that your package has been delivered but you cannot locate it, please contact us within 14 days of the delivery date. We will gladly assist you in opening an investigation with the courier where possible.

Incorrect Shipping Address

Customers are responsible for providing accurate shipping information at checkout.

If you notice an error, please contact us within 24 hours of placing your order. While we will do our best to assist, we cannot guarantee address changes once an order has entered processing.

Serena & Co Sydney is not responsible for orders delivered to incorrectly entered addresses.

Contact Us

If you have any questions regarding returns, refunds, or your order, our customer support team is happy to help.

Email: info@serenacosydney.com