We hope that you are pleased with you order, but if you are not completely satisfied, you have 14 days to return them to us for a refund or exchange. Please see the terms and conditions if your item suffers a fault.
You must notify us of your wish to return or exchange any items from your order within 7 days after the day of receipt, by email to: email@example.com
To return an item, please contact the Customer Services team stating the following information:
o A date on which you would like your order to be collected (this must be at least 72 hours after this return request is submitted and must be a business day (Monday - Friday) in order for us to schedule a collection)
o Provide a four hour time window within which you will be available for collection to be made from the address to which you order was delivered.
o For Example: 25/12/2016 – 12pm-4pm
o All returns must be sent back in the original packaging provided and with item tags still attached.
o Please note Serap Pollard London Ltd does not refund shipping costs.
For additional help or queries regarding the returns process or for exchanging your order, please contact us at: firstname.lastname@example.org
The information below includes details on returns standards, timescales, refunds and issues arising from damaged or faulty items. If you require information on how to return or exchange an item, please see our Returns and Exchanges page.
You must inform us, as detailed in the Returns instructions, that you wish to cancel/return your purchase within 14 days of receipt of your product/s. You will have 14 days from receiving acknowledgement from our Customer Services team to send the product to us at our return address.
All items should be sent back to us in their original packaging provided. All items should be returned new, unused, and with tags still attached. Any items that are returned to us in a damaged, altered, and less than perfect condition may not be accepted and may be sent back to the customer.
Please contact customer services if any of your items have been delivered without Serap returns tags. Where provided, any packaging such as authenticity cards, dust bags, and Serap boxes should be included in your return.
All items returned to our warehouse should have a corresponding Return Merchandise Authorization (RMA) number (sent via email to the customer upon notification of a return request). Unidentified returns may be returned to the sender.
Clothing: Please take care whilst trying on garments. All clothing must be returned in a new, unused and undamaged condition, with the returns tag still attached.
Shoes: Shoes must be returned with all packaging including dust bag and box. While trying on your shoes or deciding whether to keep them, please ensure the soles are protected by standing on a soft or carpeted surface.
Accessories: Please handle all accessories with care and ensure that the returns tag remains attached if you decide not to keep your items. Jewellery items should show no signs of wear, scratches, loose or missing stones or faults.
Items are classified as faulty if they are received damaged or if a manufacturing fault occurs within 90 days of purchase.
Damage due to wear and tear or as a result of invalid cleaning methods not depicted on the care label, are not considered faulty.
Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. If a faulty item cannot be repaired or replaced we will offer a full refund.
Every effort has been made to ensure the colours of each product are displayed as accurately as possible. However, as computer models and screens may vary, we cannot guarantee that your monitor’s display of colour is completely accurate.
All successfully returned items will be credited to the card used when placing the order and will be refunded in the currency in which you paid (at the exchange rate prevailing on the day of purchase), less any shipping costs incurred. If you choose to return an item to us the delivery costs incurred will not be reimbursed.
Please note, items should not be returned to us without prior notice. All return requests should be submitted through the Customer Services team. Items returned to us without prior notification will not be refunded.