Return Policy

We want you to love your Serena purchase. If you are not satisfied, you may return your item within 30 days of delivery for a refund or exchange. Items must be unused, in their original condition, and in the original packaging.

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Last updated: August 2025

1. How to Start a Return

2. Exchanges

3. Cancellations

4. Damaged Items

5. Incorrect Address

6. Lost or Stolen Packages

7. International Orders

1. how to start a return

To request a return, please contact our Customer Support team. We’ll provide you with the return instructions and return address.

 

Please note:

  • Return shipping costs are the responsibility of the customer.
  • We recommend using a trackable shipping service and keeping proof of postage.
  • Serena is not responsible for lost or undelivered returns.

Once your return is received and inspected, we’ll notify you by email. If approved, your refund will be issued to your original payment method.

2. exchanges

If you’d like to exchange an item for another size or color, please reach out to our Customer Support team. We’ll guide you through the process and let you know if the requested item is in stock.

3. cancellations

You may cancel your order within 3 hours of placing it by contacting our Customer Support team. If your order has already shipped, cancellation is no longer possible. You may still return the item once it arrives.

4. damaged items

If you receive a damaged product, we’ll replace it at no additional cost. Please contact us with a clear photo or video showing the issue so we can resolve it quickly.

5. incorrect address

Customers are responsible for entering the correct shipping address. If you notice an error, please contact us within 6 hours of placing your order. Once your order has shipped, the address cannot be changed.

6. lost or stolen packages

Serena is not responsible for packages lost or stolen after delivery is confirmed by the carrier.


If your tracking status shows “Delivered” but you haven’t received your package, please file a claim directly with the shipping carrier.

7. international orders

For international customers, return shipping fees, customs duties, and import taxes are the buyer’s responsibility. Serena does not cover these costs.