We want your shopping experience with Serelepe to be as easy and problem-free as possible, and we want you to be delighted with your purchase. If, for some reason, you are not happy with your purchase, please read our policy below.
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Your item must be in the same condition that you received it, unworn, unwashed or unused, with tags, and in its original packaging to be eligible for a return. You'll also need the receipt or proof of purchase.
If your return is accepted, we'll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We don't offer returns if you change your mind, but please contact us with your concerns if there is an issue.
Return delivery costs and liability of the product/s to be exchanged are the responsibility of the customer. We highly recommend returning product/s via registered or Express Post with a tracking number. Unfortunately, we cannot take responsibility for parcels that do not arrive at us. Therefore, original delivery costs will not be reimbursed, and a re-delivery fee will be charged.
We will need to receive the original goods back before the replacement item is sent if requesting an exchange.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
If any of our products are faulty or damaged, we will happily replace them or offer a refund. Please upload a clear image of the damaged/faulty/wrong item(s) and make sure you tell us your order number and the item code(s) within 7 days of receiving your order.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
Swimwear and Underwear can only be returned if faulty, or unworn and unused. The item must be returned in its original condition. Due to health and safety reasons, we no longer add hygiene tags to swimwear and underwear. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns of gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we've received and inspected your return and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. However, please remember that it can take some time for your bank or credit card company to process and post the refund.
All marketplace products are covered by our MyDeal Refund Guarantee
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