Not entirely happy with your order? Whatever the reason, you have 30 days to return your online orders.
Return by Post
Repackage your parcel and use the returns form.
Return address: Serran, The Biscuit Factory, 100 Drummond Road, Bermondsey, London, SE16 4DG.
Within your package, please include a completed returns form. If you did not receive a return form with your order, you can include a written note with your name, contact number, order number, reason for returning your item/s and whether you would like to return or exchange.
We strongly recommend that you use a trackable service and retain receipts as proof of posting as Serran cannot accept responsibility for items that fail to arrive to us.
Return to our London Office/Showroom
Online orders can be returned to our London Office/Showroom. You can return or exchange your item/s
- Simply send us an email at firstname.lastname@example.org or call to book a time slot to return your item/s.
Terms & Conditions
- You have 30 days to return your order (from the date you receive it).
- If you are not able to return it within 30 days of receiving it, please let us know as soon as possible within the 30 days.
- Refunds will be credited to the original payment method within 14 days of us receiving the return. For some banks, it may take up to 30 days for processing the credit to your account.
- Items must be returned in the same condition it was received – this means items must be unworn, unwashed, and with all tags and labels intact.
- We cannot accept liability for items that get lost or damaged in transit back to us.
- Bespoke/Personalised Service: We cannot accept returns for items that have been tailored or personalised to you.
- You have 14 days from receiving your order to cancel and return all items for a full refund (further details).