Return Policy

Returns & Exchanges

We hope you love the items you purchased from us as much as we do. If for any reason you are not satisfied with your purchase, you may return items within 21 days of receiving your order according to our return policy below.

Please note the following items are not eligible for return, exchange, or credit:

  • Items that are worn, washed, or without tags

  • Items outside of the 21-day return period

  • All face masks and items including any type of face covering

  • All Final Sale purchases are final - no returns, exchanges, or store credit. Please reference product description to view if item is final sale.  

  • Sample Sale items

Returns

All items must be returned in original condition (unworn, unwashed, and unaltered) with all tags attached, preferably in the original plastic bag in order to receive a refund in the original form of payment. Items that do not meet these criteria or returned in un-saleable condition may not be accepted for returns. 

Customers in the United States must contact customer service within 21 days of receiving the item. Please e-mail help@sbyserena.com with your name, e-mail, and Order ID# to start the return process. Customers are responsible for the cost of return postage. Please note that we highly recommend sending the item back with a tracking number, as we cannot be held responsible for items that are lost in transit. Once you've shipped the item, please send us an email with the tracking number so we can keep an eye out for it.

If the above conditions are met, you will receive a refund for the items returned in the original form of payment, minus return shipping charges ($6.95 flat rate from the continental United States). Unfortunately, we are unable to refund the initial shipping charge.

Alaska, Hawaii and International customers must contact customer service within 30 days of receiving the item to initiate a return. Please e-mail help@sbyserena.com with your name, e-mail, and Order ID#. Sadly, we are unable to issue return shipping labels outside of the 48 contiguous states at this time, so if you are mailing in a return outside of the continental United States, you may use a reliable shipping carrier of your choice.

Once we have received your return, it will be processed within 10 business days. Credit card refunds may take up to 10 business days to be processed by your bank and can be highly variable.

Exchanges

We’re happy that you love your items from us, and are happy to assist with exchanges if you need a different size/color/item/etc. You can exchange your item within 21 days of receipt. 

Once we have received your return, we will process a refund for the returned item.

Need more help?  Please feel free to contact us at help@sbyserena.com with any additional questions.

 

Updated May 5, 2023