Return & Exchange Policy
At Serena Intimates, we want you to feel confident and comfortable with every purchase. Because we work with intimate apparel, we follow strict hygiene and quality standards. Please read the policy below carefully before requesting a return or exchange.
Eligibility & Timeframe
- • You may request a size exchange within 14 days of receiving your order.
• Items must be unworn, unwashed, with all original tags attached and in the original packaging.
• For hygiene reasons, intimate pieces that show signs of use, washing, damage, or that are missing the hygienic seal cannot be returned or exchanged.
How to Request a Return or Exchange
How to Request a Return or Exchange
1. Before sending any item back, contact us at serenaintimates@gmail.com with your order number and a brief description of the reason for the return or exchange.
2. Our team will review your request and, if approved, send you detailed instructions on how and where to ship your item.
3. Once we receive and inspect the item, we will confirm whether the return or exchange has been accepted according to the conditions above.
Step 3: Confirmation
Once we receive and inspect the item, we will confirm whether the return or exchange has been accepted according to the conditions above.
Shipping Costs & Exceptions
• If the requested exchange is due to an incorrectly chosen size, the cost of shipping for the return and reshipment is the customer’s responsibility.
• If the return or exchange is due to a defect, order error, or any issue caused by Serena Intimates, we will cover the shipping costs.
• For hygiene and safety reasons, we cannot accept returns of intimate pieces that have been worn, washed, damaged, or that do not include the original hygienic seal.
If you have any questions about this policy, please contact us at serenaintimates@gmail.com.
- If the requested exchange is due to an incorrectly chosen size, the cost of shipping for the return and reshipment is the customer’s responsibility.
- If the return or exchange is due to a defect, order error, or any issue caused by Serena Intimates, we will cover the shipping costs.
Shipping Costs & Exceptions
If you have any questions about this policy, please contact us at serenaintimates@gmail.com.
For hygiene and safety reasons, we cannot accept returns of intimate pieces that have been worn, washed, damaged, or that do not include the original hygienic seal.