Returns, Refunds & Cancellations Policy

Last updated: 20 July 2026

At Serendipity, every product is created after you place your order. This helps us avoid unnecessary stock and waste. We hope you love what you receive, but we understand that sometimes things don’t work out.

Please read the policy below before requesting a return.

Change-of-mind returns

If you purchased your order online, you may request to cancel and return an eligible product without giving a reason.

You must:

• Contact us within 14 days of receiving your order to tell us that you wish to cancel.

• Return the product within 14 days after notifying us.

• Keep the product unworn, unwashed and in a condition consistent with reasonable inspection or trying it on.

• Follow the return instructions provided by us.

Please contact us before sending anything back. Returns sent without prior authorisation may not be identifiable or processed.

Return postage

For change-of-mind returns—including when the wrong size or colour was selected—the customer is responsible for the return postage cost.

We recommend using a tracked postal service and retaining proof of postage. Serendipity cannot accept responsibility for returns lost or damaged in transit.

We will cover reasonable return costs when a product is faulty, damaged, incorrect or not as described.

Refunds

After receiving your return, or satisfactory proof that it has been sent, we will inspect and process it.

Approved refunds will be issued to the original payment method within 14 days. Your bank or payment provider may require additional time to show the refund in your account.

For an eligible cancellation, your refund will include:

• The price paid for the returned product.

• The original standard delivery charge, where applicable.

If you selected an enhanced or express delivery service, we are only required to refund an amount equal to our standard delivery charge.

We may reduce the refund to reflect any loss in value caused by handling beyond what would reasonably be permitted when examining or trying on a product in a shop. Trying on a garment to check its size and fit is permitted; wearing, washing, staining, damaging or altering it is not.

Size and colour selection

Please review the product description, colour options and size guide carefully before ordering.

Because products are created after an order is placed, we do not offer direct size or colour exchanges. If eligible, you may return the original product under this policy and place a new order for your preferred size or colour.

Return postage for an incorrect size or colour selected when ordering is the customer’s responsibility.

Faulty, damaged or incorrect products

If your product arrives faulty, damaged, misprinted, materially different from its description or different from what you ordered, please contact us as soon as possible.

To help us resolve the issue quickly, please provide:

• Your order number.

• A description of the problem.

• Clear photographs showing the entire product and the affected area.

• A photograph of the packaging and shipping label where relevant.

Please do not return the product unless we ask you to. In many cases, photographs will allow us to investigate and arrange an appropriate remedy without requiring a return.

Depending on the circumstances and your applicable legal rights, the resolution may include a replacement, repair, refund or price reduction. There will be no return or replacement delivery charge when the product is confirmed to be faulty, damaged, incorrect or not as described.

We recommend reporting visible damage, defects or fulfilment errors within 30 days of delivery so that we can investigate promptly. This request does not limit your statutory rights.

Lost or delayed orders

Delivery dates are estimates rather than guarantees unless expressly stated otherwise.

If your order has not arrived by the estimated delivery date, please:

1. Check the delivery address supplied with your order.

2. Review the tracking information.

3. Check with other members of your household, neighbours and any designated safe place.

4. Contact the local delivery carrier where appropriate.

5. Contact us if the parcel still cannot be located.

Please report a parcel that appears lost as soon as reasonably possible. Where the carrier confirms that an order has been lost in transit, we will investigate and provide an appropriate resolution.

A tracking status of “delivered” does not automatically establish that a parcel was received in every case. We will review the available tracking information and circumstances before deciding the appropriate next step.

Incorrect or incomplete delivery addresses

Customers are responsible for providing a complete and accurate delivery address at checkout.

Please contact us immediately if you discover an address error. We will try to correct it before fulfilment begins, but changes cannot be guaranteed once an order has entered production or been dispatched.

If an order cannot be delivered because the address supplied was incorrect or incomplete, additional postage or reproduction costs may apply where legally permitted. We will contact you to discuss the available options.

Order cancellations before delivery

If you wish to cancel an order, contact us as soon as possible.

We will try to stop production or dispatch, but because orders may enter fulfilment shortly after being placed, we cannot guarantee that this will be possible. If the order has already been dispatched, we will provide the appropriate return instructions.

This section does not affect any cancellation rights available to you under applicable consumer law.

Sale and discounted products

Sale and discounted products have the same statutory return rights as full-price products. Unless a separate promotional return period is expressly stated, eligible sale items may be returned under this policy.

Return instructions and address

Before returning a product, contact us at serendipity141911@gmail.com

If your return is approved, we will provide the appropriate return address and instructions. The return location can vary depending on where the product was fulfilled.

Do not send a return to the address shown on the original parcel unless we specifically confirm that address. Do not send legal correspondence or general mail to a product-return address.

International customers

Customers outside the United Kingdom may have additional rights under the consumer laws applicable to their location. Nothing in this policy is intended to restrict rights that cannot legally be excluded.

Where this policy provides greater protection than the applicable minimum legal requirement, this policy will apply.

Your statutory rights

Products must be of satisfactory quality, fit for purpose and as described. Nothing in this policy excludes, restricts or replaces any statutory rights or remedies available to you under applicable consumer law.

Contact us

For cancellations, returns, damaged products or questions about this policy, contact:

Serendipity
Website: serendipitywears.com
Email:  serendipity141911@gmail.com