Serena Down Vest
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FREE Worldwide Shipping
All packages shipped out will be via a trackable method. Once our shipping company forwards the tracking number to us, we will in turn send you the tracking number via email. Please see below for the estimated shipping times to your country/region.
Estimated shipping times:
- a) United States, United Kingdom, Canada, Spain, France, Korea, Taiwan, China, Japan, Singapore, Malaysia, Australia/New Zealand ~ 10 to 25 business days.
- b) Brazil, Mexico, Venezuela, Norway, Sweden, Denmark, Finland, Netherlands, Germany, Philippines, Indonesia, India, Turkey, Saudi Arabia, Jordan, Bahrain, United Arab Emirates, and to all other countries ~ to 20-30 business days.
- c) Lebanon, Colombia, Dominican Republic, Kuwait, Russia, South Africa ~ 20 to 49 business days.
Important note: Please note that all estimated shipping times stated are based on normal conditions. Every once in a while, we do experience heavy international shipping volumes, especially during the holiday seasons. Also, do note that customs in some countries do take longer times to clear and scan incoming packages, which explains the difference in the estimated shipping times stated above.
Express Shipping by DHL, FedEx, Aramex, UPS, or equivalent (6-13 days):
For inquiries on upgrading your order to express shipping, please send us an email at firstname.lastname@example.org immediately after placing your order with us and we'll respond to you with a quote and invoice for online payment. Do note that shipping by the express method costs about US$30-$50 per item, depending on the country it is being shipped to.
Order Processing times:
Please note that Order processing time must be added to shipping times, to get the total time taken for you to receive an order upon placing it. Order processing time is between 3-5 business days and is used to check your order for quality assurance, packing, printing of shipping labels, and forwarding it to our shipping company for dispatch.
We will not be able to cancel orders once it has begun to be processed. As a general rule of thumb, if you do not email us within 5 hours of placing an order, there is a high chance that we will not be able to cancel it. Nonetheless, do drop us an email at email@example.com as soon as possible if you would like to cancel your order.
Orders that are unable to be delivered
All packages that are refused, unclaimed from the local post office, undeliverable as addressed because you input the wrong name or address when you placed your order, will not be our responsibility. We reserve the right to charge a restocking and shipping fee of 30-50% of an item's value if that happens. So please do remember to check your address carefully when you place an order. :)
If your received package seems to be missing any items, please do not worry! We do ship orders in multiple/separate packages every now and then, due to weight restrictions and also to facilitate faster shipping once an item is located in our warehouse. Simply drop us an email at firstname.lastname@example.org and we'll take care of it right away. :)
Once your order ships out and our database is updated with your online tracking number, we'll send you an email with the online tracking information which you can use to track your package. If 6 business days have passed and you still have not received this email from us, simply drop us an email at email@example.com and we'll check it out for you right away.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
We only accept a return of damaged items or items distinctly different from the description.
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
If you ordered the wrong size, color, or style, we will not be able to make the return.
Please look at the size chart specified on the website while placing an order.
If you received damaged goods, please, contact the Support service, send us an email at firstname.lastname@example.org. Specify what is being returned, attach a photo, and state a return reason.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will contact you within 24 hours.
Attention: Please, do not return the items to the address on a parcel, it is not the address for return. If you sent goods without notice of Support Service, such goods are not accepted.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org