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FAQs

Answers to most commonly asked questions will be found here, however do not hesitate in contacting our customer service center for further assistance.

Customer Service operates 9am – 5pm AEST Monday – Friday

 

I received my order but I have changed my mind. Can I return it?

Of course, as long as the item has not been worn and it meets all the conditions stated on our ‘Returns Page’. Please contact us within 3 days of your date of purchase date, and we'll reply promptly with information to arrange its return. Once the return is received by us, we will gladly replace, exchange or refund the item for you.

 

What if I received the wrong item or if the colour is wrong?

Yes we will look after you, if we have sent you an item that is different to what you ordered, we have obviously made a mistake and we will exchange or offer a voucher with our apologies.

 

I haven't received my refund, how long does it take?

Refunds are processed as soon as we receive the returned items from you. Please allow up to 7 working business days for your refund to be processed by your bank or Credit Card Company. Depending on the refund date and your Credit Card billing cycle, sometimes the refund can appear on the next billing cycle.

If you have still not received your refund after this time frame, please contact us.

 

Do I have to register online to place an order?

No, you may complete the checkout process as a guest, however registering will make your future purchases a lot quicker and easier. We still need some basic information to process your order such as your email address, contact number, your name etc.

We make it easy to register using your email or by signing in with your existing Facebook account.

 

What if I can’t remember my login or password?

If you created your account using your email address, just click on “Forgot my Password’ and we will email you with instructions on how to access your account.

If you use Facebook to sign in to our store, you will need to reset your password through Facebook directly.

 

Can I return my online purchase to one of the Serendipity Designs stockists?

Unfortunately no, all Online Store returns must be managed via our Online Store; please check our ‘Returns Page’ for more details. 

 

How long do items stay online for sale?

The beauty of Serendipity Designs is in our amazing range, we don’t carry many of each item so stock sells out very quickly. We often can’t get items back in from our designers around the world so if you see something you like, make it yours right away.