Return & Exchange

Return & Exchange Policy

If you’re not 100% satisfied with the items you received, please contact us via email or online support within 30 days upon receiving them to initiate the return process.

Return Process

  1. Click the Account icon at the top right of our website, go to the Orders page, and select Request Return. Choose the items you would like to return, select the reason for return, then click Request Return again to submit. Our customer service team will get back to you within 3 business days.
  2. After receiving the return address and instructions from us, please package up the item(s) to be returned with the original packing.
  3. Drop off your package at your local post office.
  4. After dispatching your return, please provide the shipping receipt which shows the weight and return tracking number. This will help us expedite your refund or exchange. Once your refund has been issued, you will receive a confirmation email.

Return Conditions

  1. You have 15‑day window from delivery date to request a return or exchange. Please reach out to us within 15 days upon delivery if you wish to return or exchange your item(s).
  2. We do not accept returned items sent back without prior approval from our support team.
  3. The following items cannot be returned or exchanged: beauty goods, bodysuits, lingerie, swimwear, jewelry, face masks and accessories.
  4. Returned items must be unused and kept with original packaging. We cannot accept items that have been worn, damaged, washed, or altered in any way.
  5. Freight To Collect (FTC) returns are not accepted. Return shipping costs shall be borne by you, except for errors caused by Serenlly.
  6. We will arrange your exchange or process your refund after we verify your return tracking number or shipping receipt.

Order Cancellation

To ensure fast delivery, we work with premium prepaid logistics partners. Once your order status shows “Packaged”, the parcel has been handed over to the logistics carrier and relevant shipping costs have been incurred. A 10% cancellation fee will apply for cancellations at this stage.

We cannot accept cancellation requests once the order status changes to “In transit”.

Note: Original shipping fee and Shipping Guarantee are non‑refundable.

Return Address

We operate warehouses across multiple countries worldwide. Do NOT send returns directly to the delivery address printed on your package.

Please get in touch with our customer service team. We will send you the nearest valid return address based on your order details within 24 hours. Sending items to the wrong address will delay or prevent your return processing.

Refund

  1. If you have purchased multiple items, you may apply for a partial refund for unsatisfactory individual products.
  2. For cases including non‑delivery, defective goods, or items significantly different from the advertised description: we will propose a resolution within 5 business days after the estimated delivery date.