Please email support@serae.com.au for any other inquiry not found here.

WHAT ARE SHIPPING TIMES AND COSTS?

Due to increased government regulation worldwide during the coronavirus (COVID-19) pandemic, we anticipate that there will be some delays affecting the passage of mail through customs. This depends on the local customs regulations for each impacted country, region and territory. Please kindly bear this in mind while making and order as shipping times are out of our control. See the AusPost website below for international updates and select your country to see if shipping is possible in your country before making a purchase. 

DOMESTIC SHIPPING (AUSTRALIA)

Between major metro areas

Standard Delivery + Tracking |  FREE  |  2 - 6 Business Days*

Express Delivery + Tracking  |  $5.00  |  2 - 4 Business Days*

  

NEW ZEALAND SHIPPING

Between major metro areas

Standard Delivery + Tracking  |  FREE  |  8 - 11 Business Days*

 

UNITED STATES & CANADA SHIPPING

Between major metro areas

Standard Delivery + Tracking  |  $5.00  |  6 - 12 Business Days*

 

INTERNATIONAL SHIPPING (excluding Europe)

Between major metro areas

Standard International + Tracking  |  $5.00  |  15 - 20 Business Days*

 

 *Australian Post website International Shipping

*Delivery estimates are not guaranteed. Circumstances such as weather, seasonal holidays and courier interruptions may result in delivery delays.

*Your country's customs may choose to hold your parcel for inspection which may also cause delays. 

*Contact your postal service for any shipping concerns as parcels have been dispatched, they are no longer under our control.

Tax, customs, duties and/or any other fees imposed by the destination country are your responsibility.

WHAT PAYMENT METHODS CAN I USE?

Credit Cards:

  • Visa
  • MasterCard
  • Discover
  • American Express
  • JCB
  • Visa Electron

The total will be charged to your card when the order is shipped.

Serae features a Fast Checkout option, allowing you to securely save your credit card details so that you don't have to re-enter them for future purchases.

PayPal: Shop easily online without having to enter your credit card details on the website. Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.

 

How Soon will I Be Charged?

Your credit card card will be charged as soon as the order ships from us to your shipping address.

WHAT IS YOUR EXCHANGES, RETURNS AND REFUNDS POLICY?

We are happy to accept exchanges and returns on full-priced items within 28 days of their original shipment date.

To be eligible for a return the clothing must:

  • Be in its original condition
  • Be unworn or unwashed
  • Not be damaged, torn or stretched
  • Not be altered
  • Have size and care instruction tags 

You can reuse the mailer package in which the product came with and use a postal carrier of your own choosing at your own cost. We are not responsible for return packages lost en route. Please contact your courier service to resolve any issues, and let us know of further concerns.

Refunds will be charged back to the original form of payment used for purchase.

The customer is responsible for shipping charges when making returns and shipping/handling fees of the original purchase are non-refundable.

You can start the return process by emailing us at sales@serae.com.au with your order details, or reply to the confirmation process. We do not accept returns without an email request.

 

DAMAGED UPON DELIVERY

Please contact us immediately if you have received your item damaged. We will ask you to photograph the unopened package, and the product if it has been affected. Our team will investigate this issue and resolve it as soon as possible.

 

CAN I EXCHANGE MY ITEM?

If your item does not fit (and meet our rules of return listed above), you can exchange it for another size. Once you initiate your return by emailing us, the new size will be put on hold for 14 days while you post your item back to us.

If you need to change the colour or style, please choose a refund and re-purchase your item.

 

CHANGE OF MIND

Our policy including the change of mind limits, do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

If you have changed your mind, we may offer you a refund provided that the refund:

  • Is made within 28 days of their original shipment date
  • Meets our rules of return listed above
  • Provided with a proof of purchase (receipt, reference number, bank statement, purchase confirmation email)
  • The item is not subject to the exclusions listed below

Our team will assess the item to determine whether a refund will be offered in accordance with our Returns Policy. 

Submit your inquiry to sales@serae.com.au.

HOW DO I CANCEL AN ORDER/PRE-ORDER?

You can cancel an order the same day it was purchased, before it enters the shipping process, and you will be issued a refund. If you wish to change your order, email our team to make any changes the same day.

Pre-order items are not eligible for a refund.

Pre-orders are items that have not yet been produced and cannot be cancelled once the transaction as gone through. It is reserved exclusively for you and the order is placed with the manufacturer. Your card is charged when the order is placed so your item can be put into production. Anything with a later ship date or release date is considered a pre-order.

Please note when ordering a 'pre-order' item, we recommend that you check out and pay for the order separately to other items you would like to purchase. This will allow us to ship your other non pre-order items straight away. Your pre-order will then be sent after the arrival date.

 

WHAT IF I NEED A DIFFERENT SIZE WITH MY PREORDERED ITEM?

Should you need a different size, you can place another order and send back the first item (in perfect condition, unwashed, unworn and all tags attached) and we will refund that item once it is received back in perfect condition.

Once orders have been processed and shipped, we are unable to make any changes to this order. 

 

Our system is designed to process orders immediately. When you receive your order/pre-order, email sales@serae.com.au to begin the return process, or if you are unsure. We are happy to assist and answer any questions you may have about a particular item.

 

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