Terms & Conditions

Terms and conditions 

Our pieces are made to order, meaning that we do not have stock ready to ship on demand. Please keep this in mind when purchasing from us as we are therefore unable to quickly send out a replacement if needed. Please carefully read our size chart and email us at info@serendipitythelabel.com and we will be happy to help ensure you purchase the correct item for you! We do not offer refunds, returns, exchanges or store credit because you did not realise the item was made to order and therefore had a production time frame to be accounted for. 

Change of mind 

We do not offer refunds, returns or exchanges for change of mind. Please consider your item carefully and ensure it’s something you’ll wear for a long time to come. 

Cancelling or changing an order

Once the order has been processed, we are unable to change the order. 

Depending on the specific drop, we may be able to modify aspects of your order if it has not yet been provided to our manufacturing team. Please contact us on info@serendipitythelabel.com and we will do our best to assist you. 

We reserve the right to cancel or refuse an order at any given time. 

Faulty items

In the unlikely event your item is sent to you with a fault, we will provide you with a refund, exchange or store credit. Faulty items are items that cannot be worn due to significant damage. We note that all pieces are individually checked before they are sent to you. If the item is faulty but wearable, we will offer you a store credit. 

The refund will be processed to your original payment method. To be eligible for a refund, all items must pass our quality control check. Please email us at info@serendipitythelabel.com to begin this process. 

Returned items must be in their original condition, unworn, unwashed and with tags attached. Any sign of wear will not enable a refund to occur. 

We do not offer free returns. All return shipping costs must be covered by the customer. We recommend you obtain a tracking number and provide it to us. We are not liable for any returns lost in transit. 

Sale items

Sale items are pieces that have been discounted. This includes items with a discount code applied. All sale items are not eligible for exchange, store credit or a refund unless they have a significant fault rendering the item unwearable that was not previously disclosed. 

Shipping 

We ship across Australia using Aus Post. Standard shipping is between 5-7 business days and express shipping is between 2-4 business days. 

We cannot be held responsible for any delays in shipping or missing items lost during the shipping process. We suggest ensuring you are provided a tracking number and adding insurance if and where possible. 

Return shipping costs 

Customers are responsible for return shipping costs and these costs are non refundable. Please ensure you have a tracking number as we are not responsible for any lost items. 

Other

We reserve the right to modify our terms and conditions at any point in time without prior notice. These changes will be effective once they are live on our website for your review.