FAQ

Got a question? You can find all answers here:

FAQS

How do I know my size?

Ensuring the perfect fit when shopping online can be a challenge. That’s why we’ve taken the guesswork out of it by providing a comprehensive sizing guide below each item on our website.

Rest assured, our sizing is true to size unless otherwise specified. If you prefer an oversized fit, we suggest ordering one size larger than your usual fit.

Still unsure? Don’t hesitate to reach out to us. Simply send an email to support@serpe-official.com, and our team will be delighted to assist you in finding the ideal size.

Your satisfaction is our priority, and we’re here to make your shopping experience as seamless as possible

What payment methods do we accept?

We currently accept the following payment methods: Apple Pay, Google Pay, PayPal and Klarna.

How do I take care of my item?

We highly recommend washing all your clothing items inside out on a gentle cycle at 30°C, preferably with similar colors to prevent any color transfer.

For Serpé Shoes, we advise hand washing with soap and warm water for best results.

By following these care instructions, you can ensure that your products and shoes maintain their quality and longevity, allowing you to enjoy them for years to come.

Shipping & Delivery

Where is my order?

If your order is taking longer than expected, you can send an email to support@serpe-official.com. We have a team ready to help you.

Why hasn’t the tracking info been updated?

We send our packages as quickly as possible. It is of course always possible that the package will be delayed. It is due to the shipping service so we cannot determine that part.

How do I change the shipping address for my order?

Only if your order has not been shipped yet, you can update the shipping address by contacting us at support@serpe-official.com with your order number and the corrected address details.

My shipment was marked as delivered, but I haven’t received it.

Please check that your order wasn’t delivered with neighbours or in a pickup point. If you still haven’t found your order send us an email on support@serpe-official.com including your order number and the concern. We will initiate an investigation with the shipping carrier and resolve the issue!

Returns & Refunds

What is your return policy?

If the item doesn’t fit or doesn’t meet your expectations, please don’t hesitate to reach out to us at support@serpe-official.com. Our dedicated team will work with you to find a suitable solution and ensure your satisfaction with your purchase. Your happiness is our priority, and we’re committed to making things right for you.

Can I exchange an item?

If you’re not satisfied with a Serpé item, please send an email to support@serpe-official.com, and we’ll assist you in finding a solution. Your satisfaction is our priority, and we’re dedicated to ensuring you have a positive experience with Serpé.

Do I have to pay for the return shipment?

Please note that you are responsible for covering the cost of the return shipment. Shipping fees are non-refundable. For a smooth return process, we recommend using our preferred shipping method.

Alternatively, you can choose to return items in-store at no extra cost.

We’re committed to making the return process as convenient as possible for you. If you have any questions or need assistance, feel free to reach out to our support team at support@serpe-official.com.

Orders

How long will it take to receive my order?

Typically, it takes 3-5 business days to receive your order. However, if your order contains a pre-order item or during busy periods such as Black Friday, major drops, or sales, it may take longer to process and deliver your order.

Rest assured, we’re doing our utmost to ensure swift delivery. You can also check the estimated delivery date underneath each product for more precise information.

If you have any further questions or concerns regarding shipping times, feel free to reach out to our support team at support@serpe-official.com.

I’ve paid for an order but haven’t received an order confirmation?

If you’ve completed a purchase but haven’t received an order confirmation, please take a moment to check your spam or junk folder. If you’re unable to locate the confirmation email there, please reach out to us at support@serpe-official.com. We’re here to help you verify the status of your order and ensure everything is in order.

Can I change or remove items from my order after it’s been placed?

Yes, items can be added or removed from your order if they haven’t been shipped yet. Please email us at support@serpe-official.com with your order number and the specific changes you’d like to make. We will send an invoice or process a refund accordingly.

How can I cancel my order?

To cancel your order, please send an email to support@serpe-official.com with your order number and a request to cancel. We’ll do our best to assist you. However, once the order has been shipped out, cancellation is no longer possible. Please reach out to us as soon as possible if you wish to cancel your order.

What should I do if the item I received is damaged or defective?

If you’ve received a damaged or defective item, please email us at support@serpe-official.com with your order number and clear photos of the damaged or defective item attached. We will promptly assess the situation and provide you with instructions on how to proceed. Your satisfaction is our priority, and we’re committed to resolving any issues with your order as efficiently as possible.

What happens if I receive an incorrect item in my order?

If you’ve received the incorrect item, please contact us at support@serpe-official.com with your order number and details of the incorrect item received. Our team will promptly work to resolve the issue and provide you with instructions for the return or exchange process. Your satisfaction is important to us, and we’re committed to ensuring that you receive the correct items promptly.

FAQ

FAQ