Cancellation/Return/Exchange
Cancellation (cancellation of order)
As a general rule, cancellations are not accepted after an order has been placed, as the order will be processed automatically. However, cancellation is possible before the order has been dispatched. However, we cannot accept cancellations for any reason if items marked as "presale" are included.
Return/Exchange of Products without defective or difference
If you wish to return an item, please use the "Inquiry Form" or email info@serendute.com with the reason for the return/exchange. After receiving your application, we will inform you about the return method for returns and exchanges. However, please note that we cannot accept returns or exchanges under the following conditions. In addition, the shipping fee for returning or exchanging items will be borne by the customer.
Conditions for non-return/exchange:
- If the request for return or exchange is not made within 3 days after the product arrives
- If the product is not returned within 5 days after approval of the return/exchange
- If you wish to return or exchange an item for customer reasons (※)
- If the product has a feeling of use, damage, or stains
- If the product tag or accessories are missing
- If the product is returned by a method other than the method specified by us
- For items sold under special conditions, such as coupons and sales
- If the item is not returnable or is described as "presale" on the product page or campaign page, etc.
- Products that touch the skin directly, such as underwear, swimwear, and accessories
(※) "Customer reasons" refers to all cases excluding initial defects or product malfunctions.
Examples: The size doesn't fit, the item is different from what was expected, the order was incorrect, the item is no longer needed after ordering, etc.
See FAQ for more details.
If there is a problem with the delivered product, such as when you receive a defective product or a different product.
We will accept returns or exchange products. Please use the "Contact Us" form or email us at info@serendute.com to request a return or exchange, along with your order number and a photo of the problem. After receiving your application, we will inform you about how to return the product for return or exchange. However, please note that we may not be able to accept returns or exchanges if any of the following conditions apply. In addition, we will bear the shipping fee when returning or exchanging.
Conditions for non-return/exchange:
- If the request for return or exchange is not made within 3 days after the product arrives
- If the product has a feeling of use, damage, or stains
- If the product tag or accessories are missing
- If the product is returned by a method other than the method specified by us
- If it is judged that the product is within the range of individual differences (such as minor marks due to the manufacturing method, which can be removed by washing)
- Regarding frayed threads, unless there is a problem with the product itself, we ask that you cut off the frayed threads with scissors before using, unless the frayed threads are pulled to open a hole.
If there is an obvious defect such as a hole, please attach a picture and contact customer support.
