Returns & Exchanges

We want you to love what you ordered. If a piece isn't quite right in your space, you have 14 days to send it back, and we'll take care of the rest.

14 days to change your mind

You have 14 days from the day your order arrives to let us know you'd like to return it. Once you've told us, you have another 14 days to actually send the item back.

You don't need to give a reason. Just email us at info@serenitybyshay.com with your order number and which items you'd like to return.

The condition we need items in

Items should come back unused, undamaged and in their original packaging, including any protective wrapping, dust bags and tags.

You're welcome to unpack something and look at it the way you would in a shop. If an item comes back with signs of use beyond that, we may deduct the loss in value from your refund.

How to return an item

Email info@serenitybyshay.com within 14 days of delivery with your order number and the items you'd like to return.
You'll receive a confirmation with the return address and everything you need to know.
Pack the item securely, ideally in the box it arrived in, and include your order number in the parcel.
Send it with a tracked service and keep your proof of postage until your refund comes through.

Please don't send anything back before you've heard from us, as unannounced returns can take a lot longer to process.

Return shipping costs

Return shipping is at your own expense and depends on your carrier and country. We don't refund the cost of sending an item back to us.

If your item arrived damaged, faulty or simply isn't what you ordered, we cover the return cost. Email us and we'll arrange it for you.

Your refund

Once your return arrives and we've checked it over, we'll refund you within 14 days, using the same payment method you originally paid with. You'll get an email as soon as it's on its way back to you.

We refund the full price of the item plus the standard shipping cost you paid on your original order. If you chose a faster or more expensive delivery option, we refund the standard rate. Depending on your bank, it can take a few extra days before the money shows in your account.

Exchanges

We don't process direct exchanges, mainly because it's slower for you: stock moves quickly and we'd rather not have you waiting while an item sells out.

So if you'd like something else, place a new order for the piece you want and return the original for a refund. That way your new order ships straight away and nothing gets held up.

Items we can't take back

For hygiene reasons, items whose seal has been broken after delivery.
Products made or personalised to your specifications.
Gift cards.

Damaged, faulty or wrong items

If something arrives damaged or you've received the wrong item, email info@serenitybyshay.com with photos of the product and the box it came in, ideally within 5 business days of delivery. We'll arrange a replacement or a full refund, including return shipping, and we'll always cover the cost.

This is separate from the 14-day return window. Your statutory rights as a customer apply for much longer.

Sale items

Sale and discounted items can be returned under exactly the same conditions as everything else. You'll be refunded the amount you actually paid.

Questions about a return?

Email info@serenitybyshay.com with your order number and we'll get back to you within 2 business days. If you're unsure whether something can be returned, just ask before you send it.