At Serendipity Boutique, our top priority is customer satisfaction. If you have any problems with the merchandise you ordered, we gladly issue a store credit within 14 days, we do not give full refunds - store credit only.
If you have received the wrong merchandise or a defective item, please contact our customer service team within 48 hours of receiving the order to resolve the issue.
Here are the guidelines and procedures we follow for returns:
- ALL returns must be postmarked within 14 days of the original purchase date. No exceptions will be made.
- Anything purchased at a discount (this includes any promo code) is a FINAL SALE and is not eligible for return.
- Jewelry, handbags, scarves, and accessories are FINAL SALE and not eligible for return.
- Items being returned must be unworn, unwashed, and un-altered.
- The original tags must be attached, including the Serendipity Boutique hangtag.
- Garments must be returned odor and stain free, including perfume, smoke, make-up and deodorant marks.
- Shipping is non-refundable.
- Include your original receipt and the return form mailed with your order.
If your return does not meet the above guidelines, please to DO NOT attempt to send it back. A store credit will not be issued. Your items will be shipped back to you, and is subject to additional shipping charges.
THINGS TO KEEP IN MIND AND WHAT TO EXPECT
All Returns must include the return form included in original receipt that was enclosed in your order and mailed back to:
Attn: Returns Department
705 State Street
Bristol, VA 24201
Please send returns back using USPS, UPS, FedEx along with a tracking number. Serendipity is not responsible for items that are lost or damaged while in-transit to us, therefore; we recommend you purchasing insurance. Serendipity does not cover the cost of return shipping.
Please allow 5-7 business days to process your return once our returns department receives it.
If an item is purchased online, it can be returned to any of our stores for EXCHANGE or STORE CREDIT. If you bring it back to a store, an in-store credit will be issued. Keep in mind in store credit cannot be redeemed online.
At this time, in store gift cards cannot be redeemed online. Likewise, our online store credit cannot be used in store. Sorry about that, but we use two different platforms for in store transactions vs. online transactions.
You will receive an online store credit for your return (given it meets all our return guidelines). Unless, you state otherwise on the return form that you would prefer an in store credit.
We do not offer exchanges for our online store. Our inventory is constantly changing. We have a limited number of styles featured on our website, and because of this we cannot guarantee an exchange. We recommend going ahead and shipping the items you wish to return back to us, and initiating another purchase on our online store as soon as possible, so you can insure you get the items you want.
CHANGING OR CANCELLING YOUR ORDER
Once an order has been placed we cannot change or cancel the order. If you feel you ordered the wrong size and/or color and wish to change sizes or colors, we will make every effort to change this for you. However, you must contact us IMMEDIATELY. Once we initially process your order (usually within 2-4 hours), we are unable to make any changes.
ADDING OR REMOVING ITEMS TO AN ORDER
Unfortunately, we cannot add items to an existing order. You will have to place a new order for an item you wish to add.
Likewise, we cannot remove items. You will have to initiate a return, once you receive the items.
Did you receive free shipping on the first order? If it is within 24 hours of your previous order, contact us immediately! There are no guarantees, but we will do our best to ship the second order out with your first order and waive the shipping fee on this additional order. However, if we are unable to catch the order in time, the second order may be subject to shipping charges.