Start the request
Use the return portal or contact us with your order number, item, and reason.
Serein Queen Customer Care
Returns & Exchanges
Review the requirements before sending anything back. Approval must come before postage.
The return process
Four clear steps.
Do not mail an item back without opening a request or contacting Serein Queen first.
Wait for review
We review timing, eligibility, supplier requirements, and item condition.
Follow instructions
Ship only an approved item and follow the return directions provided.
Inspection & refund
An approved refund is processed after the return is received and inspected.
Eligible condition
Original condition is required.
An eligible item must satisfy every condition below, not only the return window.
- Unworn, unwashed, unused, and in new condition
- Original tags remain attached
- Clear garment packaging is included
- SKU label remains attached or included
- The request was submitted within the stated window
- The item was approved before it was mailed
Important
Keep tags, labels, and packaging until you are certain the item is right for you.
Damaged, defective, or incorrect
Contact us promptly with your order number, clear photos of the item and packaging, and a short description. Keep all packaging until the review is complete.
Report an order issue →No direct exchanges
If an eligible return is approved, you may place a new order for another size, color, or style. Inventory is not reserved during the return process.
Refund timing
Approved refunds are issued after receipt and inspection. Your bank, card issuer, or payment provider may require additional posting time.
Return shipping
Customers are generally responsible for return shipping unless an approved issue involves a damaged, defective, incorrect item, or shipping error.