2. Returns & Refund Policy
Last updated: Today
At House of Sera, we want you to shop with complete confidence.
If for any reason you're not completely satisfied with your purchase, we're here to help. This Returns & Refund Policy explains how returns, refunds and our 30-Day Money-Back Guarantee work for purchases made through houseofsera.co.uk.
30-Day Money-Back Guarantee
We proudly offer a 30-Day Money-Back Guarantee.
If you're not completely happy with your order, or if something isn't quite right, please contact us within 30 days of receiving your parcel.
To begin a return request, please email us at:
To help us process your request as quickly as possible, please include:
- Your full name
- Your order number
- The email address used to place your order
- The reason for your return
- Clear photographs if your item is damaged, faulty or incorrect
- Any additional information that may help us assist you
Our Customer Care team will carefully review your request and provide you with the next steps.
Return Approval
Please do not return any items before contacting us.
All returns must first be authorised by House of Sera via email.
Once your return has been approved, we'll provide full return instructions, including the correct return address.
As part of our fulfilment process, some approved returns may need to be sent directly to one of our trusted fulfilment partners, which may be located overseas, including China.
Return Shipping Costs
If you're returning an item because you've changed your mind, ordered the wrong size or no longer require the item, return shipping costs are the responsibility of the customer.
Where an approved return is required to be sent to one of our fulfilment partners in China, the customer is responsible for arranging and covering the return shipping costs.
For your protection, we strongly recommend using a tracked shipping service.
House of Sera is only able to complete a return once the parcel has been received and confirmed by the relevant return location.
Return Tracking
For all approved returns, valid tracking information must be provided.
Refunds can only be processed once the returned item has been received and inspected.
If a returned parcel is lost during transit and delivery cannot be confirmed, we may unfortunately be unable to approve a refund.
Condition of Returned Items
To qualify for a return, items should be:
- Unworn
- Unwashed
- Unused
- In their original condition
- Returned with original tags and packaging wherever possible
Items showing signs of wear, washing, perfume, make-up, staining, alterations or damage after delivery may not be eligible for a refund.
Items That May Not Be Eligible for Return
The following items may not qualify for a change-of-mind return:
- Gift Cards
- Final Sale items (where clearly indicated)
- Personal care or hygiene-related products
- Items that have been worn, washed or used
- Items returned without prior approval
Nothing in this policy affects your statutory rights under applicable UK consumer protection legislation.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
Please include:
- Your order number
- A description of the issue
- Clear photographs of both the item and the packaging
We'll carefully review the situation and work with you to find a fair and suitable solution.
Your Consumer Rights
Nothing within this Returns & Refund Policy limits or excludes your statutory rights under applicable UK consumer law.
Refund Processing
Once your returned item has been received and inspected, we'll notify you by email regarding the outcome of your return.
If approved, your refund will be issued to your original payment method.
Please note that your bank or payment provider may require additional time before the funds appear in your account.
Exchanges
Where possible, we're happy to offer an exchange or an alternative solution, subject to product availability.
Please contact our Customer Care team at:
We'll review your request and advise you of the available options.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible.
If your order has not yet entered processing or been dispatched, we'll do our very best to cancel it.
Once an order has been processed or shipped, cancellation may no longer be possible.
Contact Us
If you have any questions regarding returns, refunds or your order, our Customer Care team is always happy to help.
House of Sera
🌐 houseofsera.co.uk