SERENA

Handcrafted Variations: Our items are meticulously hand-embroidered and embellished, making them delicate and subject to a 5%-10% variation possibility. When placing an order on our website, you acknowledge and accept the potential for slight variations from the images displayed. Rest assured, we strive to minimize such variations in our craftsmanship.

Color Discrepancies: Please note that the color of a product might differ slightly from what is showcased on our website. This can be attributed to variations in lighting during photography, digital display discrepancies on devices, and minor Photoshop adjustments made by our designers.

Handmade Nature: Due to the handmade nature of our products, occasional displacement of beading or sequences might occur. This is not considered a defect but rather a characteristic of handmade work. We cannot be held responsible for such variations or displacement.

Care Instructions: We strongly advise wearing these garments with care and recommend dry-cleaning all clothing items purchased from our website. Any damage caused by washing or using methods other than those advised is not covered under our responsibility.

This disclaimer seeks to inform customers about the uniqueness of your handmade products, setting clear expectations regarding possible variations and care instructions while addressing your store's liabilities.

Returns Policy

Returns Policy: Our goal is to provide you with the best experience while selecting and buying your favorite Pakistani designer outfits. However, there may be times when you need to return the product due to circumstances beyond your or our control. To help you with the returns process, we have outlined the details below.

To be eligible for a return: You must Complete the returns form the Item must be unused, in original condition with tags attached, and original packaging. Sale items are not eligible for a return. Returns must be made within 7 days of receipt and completed with the returns form. Outside the returns period, returns will be refused and redelivery charges may apply. Cancellations of Non-Ready to Ship products can be made within 24 hours of placing the order and must be approved by the support team via email.

Refunds:

Only products that are delayed more than 4 weeks are eligible for refunds. Shipping charges and return shipping charges are non-refundable. Restocking fee of £14.99 for returns other than incorrect items will apply. Responsibility for returns lies with the customer and goods must be in their original condition upon arrival at our returns address. Returns must be sent via recorded delivery and proof of postage should be emailed to our support team. Products sold on the website may have variations in hand embroidery and embellishments and are recommended to be dry-cleaned. Please make sure to review the policy before making a return.

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Shipping Policy

Order shipping dates are estimates only and subject to change without notice. Delays of up to 2-3 weeks may occur. By placing a pre-order, you agree to the shipping terms and understand that refund requests will not be approved unless the delay exceeds 3 weeks. Orders in mainland UK will be processed and shipped within 2-3 working days as standard delivery. Dispatch dates may vary by product, and orders are dispatched from Monday to Friday only. Next day delivery is not available for Ireland, Highlands, Channel Islands, and UK offshore islands.

International shipping is available to over 40 worldwide destinations. European orders are estimated to arrive within 2-6 working days, while all other international orders are estimated to arrive within 5-7 working days. All orders are dispatched from Monday to Friday only. If an order is delayed, contact support within 15 working days.

Purchases will be made in pounds Sterling (GBP) and exchange rates will be determined by the credit card provider or bank. Orders outside of mainland UK may be subject to duties or taxes due to importing restrictions. The customer is responsible for paying any additional charges according to local legislation. Contact your local customs authority for more information.

You can track your delivery by logging into your account and checking the order history. A tracking link will be provided in your order confirmation email. If you are not home for the first delivery attempt, the courier will leave a card and attempt 2 more deliveries on the next working days. If there are any other delivery problems, contact support within 7 working days. In case of lost or damaged parcels, contact support within 7 working days for investigation. A full refund will be issued once the claim is accepted, but it may take up to 28 days.

If you want an order left in a safe location, contact us as soon as the order is placed. This is at your own risk, and the company will not be liable for any lost or damaged orders.

A working day is defined as Monday to Friday, excluding weekends and holidays.