Returns & Exchanges Policy

Seréne is committed to providing you quality products – we want you to enjoy them as much as we do!

If you are not completely happy with your new purchase you are able to return it within 7 days from receiving your order, after this time frame all purchases become final. Please review the full terms of our return and exchange policy.

The item must be unworn, unwashed and with all original tags still attached. Items must be free from makeup and perfume, so please be mindful of this when trying them on. Should your return not meet our policy standards, it will unfortunately not be eligible for return.

All postage of returns and exchanges to Seréne are the responsibility of the customer.

For exchanges, Seréne will happily deliver the new item to you at our cost provided we have received your returned order.
We do not refund duties and taxes paid on return items from international orders. Refunds are processed in your original form of payment for the item/s returned excluding courier costs.

Sale Items

Items purchased on sale are not eligible to be returned or exchanged.

Returns Process

To begin a return or exchange, please notify Seréne within 3 days of receiving your order via email to hello@serenecollective.co.nz providing the order number, item details and brief reason for the return/exchange.

Once the return is approved, please fill in the returns form, which can be downloaded here and send together with the item/s you wish to return including receipt of purchase to the address provided on the form. We strongly recommend using a tracked courier method to ensure safe delivery. Sadly we cannot take responsibility if your return gets lost on its way to us. Once your returned item/s have been processed, we will be in touch with an email to confirm your refund or exchange.

Damaged or Faulty Items

Great care is taken to ensure a quality product here at Seréne. We quality check all of our products prior to dispatch and are confident in what we are packing before we send to you. In the unlikely event that an item arrives to you faulty or damaged, we sincerely apologise and will offer a replacement or refund to you, as well as refunding the cost of return shipping.

Note, items which have been damaged as a result of incorrect garment care or rough wear causing damage are not considered faulty. Please ensure washing instructions have been adhered to prior to lodging a return request.

Please notify us of the product issue including photos of the fault via email, following the returns process above. We want to ensure the issue is resolved quickly and your satified with the service provided here at Seréne.