Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return or refund.

If your item is faulty, damaged, wrong item received or not as advertised, please start the return/refund/replacement process.

To start a return, contact us at serenityjewellery2021@hotmail.com. 

Please DONOT contact the ambassador you purchased through. IF your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You will either be advised to return your item to Serenity J HQ (address will be provided and you will be responsible for paying for your own shipping costs to our HQ) or you will be provided with a freepost label of which needs scanning at a Post Office. 

Due to the business model(items being sent direct from the suppliers) you will not automatically be refunded. We will need photographs and preferably a video to send on to the supplier to support your claim. The refund request is then placed with the supplier, who may ask for you to return the item. When Serenity J receive a refund from the supplier, we can then refund you or reorder your item.

All items need to be returned within 7 days if requested to return or your request will become invalid and will not be processed.

Refunds/Replacement
We will notify you once we’ve received and inspected your return and let you know if the request was approved or not. If approved, you’ll be automatically refunded on your original payment method, but please remember it can take some time for your bank or credit card company to process the refund too. If you have requested a replacement, this will then be ordered.

 

Exceptions / non-returnable items
Any personalised items are not eligible for a return. 

Gift cards are non-returnable.

 

It is your responsibility to order the correct items - colour, sizes and options. 

Any items that are received that have been ordered incorrectly are not eligible for a return.

Please get in touch if you have questions or concerns about your specific item.

The fastest way to ensure you receive your refund or replacement is to return the item you have. Once received it will be processed.

You can always contact us for any return question at serenityjewellery2021@hotmail.com.