Shipping, Refunds & Returns
Refund Policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
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.
To start a return, you can contact us at contact@serenoitalia.com
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contact@serenoitalia.com
Damages & 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.
Exceptions / non-returnable items
While we aim for your complete satisfaction, there are a few exceptions and non-returnable items to note. Due to the personalized nature of prescription lenses and the delicate craftsmanship involved, customized sunglasses are non-returnable. Additionally, for hygiene reasons, we cannot accept returns on sunglasses that have been worn. Please ensure you thoroughly review the product details and our return policy before making your purchase. Should you have any questions or concerns regarding returns or exceptions, our dedicated customer service team is ready to assist you.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for our bank or credit card company to process and transfer the refund.