Policy
Our returns policy varies between products and designers, please refer to the returns information of the item page.
We are unable to accept returns of jewellery, made-to-order and customised items, unless the item(s) were damaged or faulty when delivered to you.
Making a Return
To make a return, simply email us at customerservice@serrakirdar.com within 14 days of receiving your item(s), quote your order number and state which item(s) you will be returning. We will email you back within 2 business days with instructions on how to return your item(s).
The item(s) you return must be in new, unused, and unworn condition with all the original packaging and tags still attached. We do not accept any item with any indication that it was used. In such cases, the item will be returned to you.
Returns outside the stated timeframe will only be accepted at our discretion.
Return packages are the customer's responsibility until they are received by us. It is recommended that you take necessary precautions by using registered and traceable services when returning your package.
Exchange
Exchanges are possible only if the requested item is available, and will only be dispatched once the returned item has been returned. If you have requested an exchange, the shipping fee for the new item(s) will be waived.
Please email customerservice@serrakirdar.com to request an exchange.
Faulty Items
If the item you received is INCORRECT, MISSING, or DEFECTIVE, please contact us within 7 days from the date you received your order. Please include your order number, photographs of the item(s), and all related references upon receiving your package.
We will collect the item(s) free of charge, and either replace them or refund your payment, per your choice.
Refunds
We will refund the item to the original purchaser’s card within 10 working days of receiving the package. Once your refund has been processed, we will notify you by email.
Please note all return shipping fees are the responsibility of the customer and are non-refundable.
Customs duties and sales taxes are non-refundable. You may be able to recover these by contacting your local customs bureau directly.
Customers' statutory rights are unaffected.
Should you have any questions, please contact us by phone or WhatsApp +44 (0) 7939 113805, and we will be happy to talk you through our returns procedure.
