Refund policy

Returns & Exchanges

We want you to love what you ordered. If something isn't right, tell us first and we'll sort it out with you — a real person reads every message.

Start here: email us or use the form

Email support@sereinelabel.com within 30 days of delivery with your order number and what you'd like to do, or send us the same details through our return and exchange form. Both land in the same inbox and get the same answer — pick whichever you prefer. We reply within 1 business day (Monday to Friday) and confirm your return authorisation and the return address before you send anything back. Please don't post anything to us before you've had our reply — returns that arrive without an authorisation can't be matched to an order.

Exchanges — a different size or colour

Need a different size or colour? Let us know within 30 days of delivery and we'll arrange an exchange for the same item in your preferred size or colour, subject to availability. You post the original item back to us (return postage is paid by you). Once your return arrives and has been checked, we send your replacement within 1–2 business days. If the size or colour you wanted has sold out by then, we'll refund you instead — you never lose out.

Returns for a refund

Changed your mind? You can return items within 30 days of delivery for a refund to your original payment method. Items must be unworn, unwashed and in their original condition with all tags still attached. We do not charge a restocking fee. We refund you within 7 business days of your return arriving and being checked; your bank or card issuer may take a few more days to show it on your statement. For change-of-mind returns, the original shipping charge isn't refunded; if an item was faulty or incorrect, you get everything back.

Return postage

For exchanges and change-of-mind returns, you pay the return postage. We recommend a tracked service, because until your parcel reaches us it stays your responsibility. If an item arrives faulty, damaged or incorrect, we cover the cost — see below.

Faulty, damaged or incorrect items

Something arrived damaged, faulty or not what you ordered? Email support@sereinelabel.com with your order number and a photo of the item. In most cases we'll send a replacement or refund you straight away and you won't need to post anything back. If we do need the item returned, we pay the postage. This never costs you anything.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply no matter what our change-of-mind policy says, and nothing on this page limits or excludes them. The 30-day returns and exchanges described above are offered in addition to your rights under the Australian Consumer Law, not instead of them. If you believe an item is faulty or not as described — including after the 30 days have passed — email us and we'll work it out with you.

Items we can't take back

We can't accept items that have been worn, washed, altered or damaged after delivery, or items returned without their tags. These exclusions do not apply if an item is faulty or not as described — in that case your rights under the Australian Consumer Law apply in full. We don't run final sales: everything we sell can be exchanged or returned on the terms above.

At a glance

• Start with an email to support@sereinelabel.com or with our return and exchange form — either way we answer first
• 30 days from delivery for an exchange or a refund
• Unworn, unwashed, tags attached
• No restocking fees, ever
• Return postage: paid by you for change of mind and exchanges, paid by us for anything faulty, damaged or incorrect
• The original shipping charge isn't refunded on a change of mind
• Refunds within 7 business days of your return arriving and being checked
• Exchanges sent within 1–2 business days of your return arriving and being checked

Questions? We're here to help

Email: support@sereinelabel.com
Customer support: Monday to Friday, Australian Eastern Time (AEST/AEDT, Sydney) — a real person replies to every email within 1 business day.
You can also start your return or exchange on our return and exchange form.

Store name: Sereine
Company name: Casper sale
Company number (KVK): 94159491
Warehouse address: Room A1, 11/F Winner Building, 36 Man Yue Street, Kowloon, Hong Kong, 999077, Hong Kong