A Fair Approach to Returns
At Serelavoux, we understand that shopping online does not always go exactly as expected. Sometimes a dress may not fit the way you imagined, or something may arrive differently than planned. This policy explains how we handle returns and refunds in a way that feels reasonable and clear for customers across Hong Kong.
Return Eligibility
We offer a 30-day return window starting from the date your order is delivered. Within this period, you may request a return if:
- The item received is damaged
- The item delivered is not what you ordered
- The item does not fit as expected
To ensure a smooth process, items should be kept in their original condition as much as possible, including tags and packaging where applicable.
How to Start a Return
If you would like to return an item, simply reach out to us at fashion@serelavoux.com with your order details and a short explanation of the issue. Our team will review your request and guide you through the next steps.
We aim to respond promptly so that you are not left waiting without clarity.
Pickup and Return Process
Once your return request is approved, we arrange a pickup based on your availability. You do not need to worry about shipping the item back yourself.
The return process is completely free. There are no additional charges, no return handling costs, and no restocking fees involved. The goal is to make the experience as smooth as possible without adding extra steps or complications.
Inspection of Returned Items
After the returned item reaches us, we take 1 business day to inspect it. This step allows us to confirm the condition of the product and ensure that the return request matches the situation described earlier.
You will be informed once the inspection is complete and the next step has been decided.
Exchange Option
If you would prefer a replacement instead of a refund, we can arrange an exchange. This depends on whether the requested item or size is currently available in stock.
If the item is available, we will proceed with sending the replacement after the returned product has been approved during inspection. If the item is not available, we will guide you toward a refund instead.
Refund Process
Since we operate on a Cash on Delivery (COD) basis, refunds are handled through bank transfer. This ensures a direct and traceable process.
If you choose a refund, we will request your bank details through email. It is important that the information you provide is accurate to avoid any delays.
Once we receive your details, we process the refund within 1 business day. After processing, the amount may take approximately 7–8 business days to reflect in your account, depending on your bank’s timeline.
Payment Method Transparency
Serelavoux currently offers Cash on Delivery as the only payment option. This approach allows customers to pay at their doorstep, creating a straightforward transaction process. There is no requirement to make online payments in advance when placing an order.
Handling of Personal Information
Throughout the return and refund process, certain personal details may be required, such as your contact information or bank details in the case of refunds.
We handle all personal data in accordance with the Personal Data (Privacy) Ordinance (PDPO) in Hong Kong. This means your information is collected only for a specific purpose and is handled with appropriate safeguards. Any data shared during this process is used strictly to complete your return or refund request.
Situations That May Affect Returns
While we aim to make returns accessible, certain situations may affect eligibility. For example, items that show clear signs of use beyond normal try-on or items returned outside the 30-day window may not qualify.
If there is any uncertainty, we encourage you to contact us so we can review your case and provide guidance.
Staying Connected
We believe that clear communication helps avoid confusion. If you have any questions about your return, exchange, or refund status, you are always welcome to reach out.
Contact
For any return or refund-related inquiries, please contact us at: Email: fashion@serelavoux.com
This policy reflects how Serelavoux approaches returns with fairness and clarity, offering solutions that align with customer expectations while following the regulatory framework in Hong Kong.