Refund policy

Return & Refund Policy

At Serein Queen, many of our clothing and wearable products are fulfilled through our trusted supplier partner, Trendsi. Because of this, eligible Trendsi-fulfilled returns must follow both the Serein Queen Return & Refund Policy and applicable Trendsi return eligibility requirements.

Please review this policy carefully before placing an order.

Trendsi Return Resources

For products fulfilled through Trendsi, you may review Trendsi’s current return requirements here:

View the Trendsi Return Policy

You may also review the steps used to initiate an eligible Trendsi return here:

How to Initiate a Trendsi Return

Some return steps must be completed through Serein Queen’s connected Trendsi seller account. If you cannot complete the applicable return process yourself, simply contact Serein Queen and we will assist with the return.

Start a Return

To begin a return request for an eligible Trendsi-fulfilled product, first review:

How to Initiate a Trendsi Return

You may also review Trendsi’s complete eligibility requirements here:

Trendsi Return Policy

If the return process requires access to our Trendsi seller account, you cannot access the required return option, or you need assistance, contact Serein Queen directly at:

Sereinqueenz@gmail.com

Please include:

Your order number
The item you would like to return
The reason for your return
Clear photos if the item is damaged, defective, or incorrect

Serein Queen will assist with the applicable Trendsi return submission and provide the Return Authorization or return instructions when required.

Return Window

For eligible Trendsi-fulfilled U.S. orders, return requests must be initiated within 7 calendar days of delivery.

The first day of the return window begins on the date tracking shows the order as delivered.

If an order arrives in multiple packages, the return window begins after the final package is delivered, in accordance with Trendsi’s return requirements.

Once the return request is submitted, the approved item must be shipped back within 7 calendar days of submission.

Returns outside these timeframes may not qualify for a full refund.

Eligible Returns

Trendsi accepts eligible returns for U.S. orders only under its standard return service.

Eligible clothing items must generally be:

Unworn
Unwashed
Unused
In new condition
With original tags attached
In the original clear garment packaging
Returned with the original SKU label
Free from stains, scents, makeup, deodorant marks, pet hair, or other signs of wear

Items that do not meet the applicable return requirements may be declined.

For current supplier requirements, please review:

Trendsi Return Policy

Change of Mind, Size, Color, or Style

An otherwise eligible item may be submitted for return within the applicable return window for reasons such as:

Wrong size selected
Change of mind
Buyer’s remorse
Style preference
Color preference
Accidental purchase

The item must still satisfy all applicable return eligibility and condition requirements.

For these standard returns, the customer is responsible for return shipping costs.

No Exchanges

We do not offer direct exchanges.

Trendsi also does not accept exchanges under its standard return policy.

If you need another size, color, or product, you may return an eligible item according to this policy and place a new order.

Non-Returnable Items

Under Trendsi’s standard return policy, the following categories are final sale and non-returnable:

Beauty products
Bodysuits
Face masks
Intimates
Lingerie
Jewelry
Swimwear
Open-pack wholesale orders

The following may also be ineligible for return:

Worn items
Washed items
Used items
Altered items
Items without original tags
Items without required original packaging
Items without the original SKU label
Items with stains, scents, makeup, deodorant marks, pet hair, or signs of wear
Items returned outside the applicable return window

If an item arrives damaged, defective, or incorrect, please contact Serein Queen even if the product is normally listed as non-returnable so we can review the issue.

International Orders

At this time, Trendsi’s standard return service is available only for eligible U.S. orders.

Orders shipped to customers outside the United States are not currently eligible for Trendsi’s standard return service.

If you have an issue with an international order, contact:

Sereinqueenz@gmail.com

and we will review the circumstances and any options available to you.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, incorrect, or there was a fulfillment or shipping error, contact us as soon as possible at:

Sereinqueenz@gmail.com

Please include:

Your order number
Clear photos of the item
Clear photos of the packaging
A brief description of the issue

Please keep the item and its original packaging until the issue has been reviewed.

Some return reasons require photo evidence as part of the Trendsi return submission.

For approved Trendsi returns involving a damaged item or shipping error, return shipping is not the customer’s responsibility under Trendsi’s standard return policy.

Return Shipping

For ordinary eligible returns, return shipping is the customer’s responsibility.

Shipping and handling charges are non-refundable.

Return shipping will not be the customer’s responsibility when the approved return is due to a shipping error or damaged item covered under the applicable Trendsi return policy.

Customers must follow the return shipping instructions and Return Authorization requirements provided through the approved return process.

Restocking Fee

Eligible items should be returned in full compliance with the return requirements listed above.

Under Trendsi’s current return policy, returns that do not meet the required criteria may be subject to a 20% restocking fee, or the return may be declined entirely.

Please carefully follow all return instructions to avoid delays, deductions, or rejection.

For the current supplier terms, see:

Trendsi Return Policy

Return Authorization

Approved Trendsi return submissions generate a Return Authorization (RA) number and applicable return instructions.

The RA number must be included as required for the return to be processed.

To review the initiation process:

How to Initiate a Trendsi Return

If the return must be submitted through Serein Queen’s connected Trendsi account, contact us and we will assist with this process.

Do Not Send Items Back Without an Approved Return

Please do not send an item back without first initiating and receiving approval for the return.

Before returning an item, review:

How to Initiate a Trendsi Return

and:

Trendsi Return Policy

If assistance is required, contact:

Sereinqueenz@gmail.com

Unauthorized returns or returns without the required Return Authorization may be rejected and may not be refunded.

Refunds

Once an approved Trendsi return arrives at the applicable warehouse, please allow approximately 5–7 business days for Trendsi to process the returned package.

After the return has been processed and the eligible refund is confirmed, Serein Queen will process the corresponding customer refund through Shopify.

Approved refunds will be returned to the original payment method, unless another resolution has been specifically agreed upon.

After a refund is issued, your bank, credit card company, or payment provider may require additional processing time before the funds appear in your account.

Shipping and handling charges are generally non-refundable unless otherwise required because of an approved shipping error or damaged item.