Can I return or exchange a Serpentine product?
You can return or exchange all or part of your order within seven days of your final delivery date, should the following criteria apply:
- You received an incorrect order
- The item you ordered is broken or flawed
So long as the above criteria is met, you will receive a refund for the returned products, as well as the delivery costs that you incurred (except in the case of a partial return). On the other hand, you can exchange the incorrect/damaged product for the same product in perfect condition.
If you have purchased a selection of items and failed to receive them all, please email us at: firstname.lastname@example.org
How can I return a Serpentine product?
If you need to return a Serpentine product, email us at email@example.com within one week of the product being delivered. Please include a digital image of the product you would like to return, the order number, and a clear description of the issue.
When your return has been authorized, we will send you an email with step-by-step instructions and a prepaid shipping label. This will be sent to the original email address you used to complete the order.
Note that apparel must be returned in the same condition to receive a full refund. That means that they should be unworn, unstained, unperfumed, unwashed and with all the tags attached.
Serpentine reserves the right to refuse or limit returns from a customer at any time due to an excessive or irregular return record.
How does a refund work?
When your return has been processed, you will receive a refund in the original form of payment. It may take 10-15 business days for this to show on your bank statements.
Should the shipping provider return a product to Serpentine without us assuming fault (for example, providing an insufficient address or unclaimed shipping), we will contact you to ask for any information we require, such as your correct/complete address to reship the product. In these cases, you will be liable for the re-shipping costs of the product.
In instances when we attempt to contact you but do not hear from you within 30 days after the return of the product, reshipping will no longer be available and Serpentine is entitled to, without any ongoing liability to you, either dispose of the product or donate it to charity.