Operated by Evolution SK Limited t/as Serra Kirdar
Last updated: 9 October 2026
This policy applies to purchases made through the Serra Kirdar website, including jewellery, clothing, bags, accessories, homeware and other products offered for sale. Nothing in this policy affects your statutory rights under applicable UK consumer law.
1. Your right to cancel
If you are a consumer purchasing online, you generally have the legal right to cancel your order within 14 days from the day you, or someone you nominate (other than the carrier), receives the goods, without giving a reason. If an order is delivered in multiple parcels on different dates, the period generally begins when you receive the final item.
To exercise this right, notify us within the applicable 14-day cancellation period. After notifying us, you must send the goods back within a further 14 days. This statutory right is subject to the legal exceptions described in this policy.
2. Our extended returns policy
Any extended returns period offered by Serra Kirdar will be stated on our website or at the time of purchase. An extended period is additional to statutory rights and may be subject to the eligibility conditions published with that offer. Unless an extended period is expressly stated, the statutory cancellation period described above applies.
3. Condition of returned goods
For a change-of-mind return, please return goods unused and in their original condition, with original packaging, labels, tags, dust bags, boxes and accessories where applicable. You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would in a shop.
You may be responsible for a reduction in value caused by handling beyond what is reasonably necessary to inspect the goods. For example, clothing may be tried on but should not be worn for an occasion, washed, altered or damaged.
4. Return postage
Unless an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, you are responsible for the direct cost of returning unwanted goods following a change-of-mind cancellation, provided this was made clear before purchase and unless we agree otherwise. We recommend using a tracked and insured service for valuable items such as jewellery, bags and accessories.
5. International fulfilment, import VAT and customs duties
Some products may be dispatched directly from an international brand partner, designer, supplier or fulfilment centre rather than from the United Kingdom. Where this applies, the product page and/or checkout should identify the international fulfilment arrangement and disclose any applicable charges known to us before you place your order.
Depending on the value, origin and nature of the goods and the arrangements for the sale, UK import VAT, Customs Duty and/or courier handling or clearance charges may apply. Unless the product page or checkout expressly states that these charges are included, such charges may be payable separately. The fact that you purchase through a UK business does not necessarily mean that goods are physically located in the UK when sold or dispatched.
If you refuse to pay import charges
If you refuse to pay applicable import VAT, Customs Duty or carrier charges and the parcel is consequently refused, uncollected or returned to the sender, we will consider the circumstances and deal with your order in accordance with applicable UK consumer law. Refusing delivery does not, by itself, remove your statutory consumer rights.
Where the law permits, we may deduct reasonable costs actually incurred as a result of a customer's refusal to accept delivery or failure to collect a parcel, but we will not make a deduction that would unlawfully restrict a valid statutory cancellation right. Any recovery of import VAT or Customs Duty already paid to a courier or customs authority may need to be pursued separately through the relevant authority or courier process.
6. Personalised, bespoke and made-to-order products
Where permitted by law, products made to your specifications or clearly personalised for you are not eligible for change-of-mind cancellation. Examples may include engraved jewellery, items bearing a name, initials or personal message, monogrammed products, bespoke clothing and goods made to specific measurements or instructions.
This exclusion does not affect your rights where a personalised or bespoke product is faulty, damaged, incorrectly supplied, not as described or otherwise does not conform to the contract. Such products remain subject to applicable statutory remedies.
7. Faulty, damaged, incorrect or misdescribed items
If an item arrives damaged, faulty, defective, incorrectly supplied, not as described or otherwise does not conform to the contract, contact us as soon as reasonably possible with your order number and, where useful, photographs. We will assess the issue and provide the repair, replacement, refund or other remedy required by applicable law.
Where an item is faulty, damaged or incorrectly supplied, we will not require you to bear the reasonable cost of returning it. Your statutory rights are not affected by any other provision of this policy.
8. Jewellery and hygiene-sensitive products
For change-of-mind returns, jewellery should be returned in its original packaging and in a condition suitable for inspection. Certain goods, including sealed products unsuitable for return for health protection or hygiene reasons, may be excluded from cancellation rights where the legal conditions are met and the relevant seal has been broken after delivery. This does not affect statutory rights in respect of faulty or non-conforming goods.
9. Clothing, bags, accessories and homeware
Eligible clothing, bags, accessories and homeware may be returned within the applicable cancellation period, subject to the conditions in this policy and any lawful product-specific exception. Items should not be washed, altered, damaged or used beyond what is reasonably necessary to inspect them. Hygiene-related exclusions apply only where permitted by law.
10. Sale and promotional items
Sale and promotional items are subject to the same statutory consumer rights as full-price products. Eligible sale items may be returned in accordance with this policy. Any lawful exception for personalised, bespoke or other exempt goods still applies.
11. How to request a return
To request a return, contact us using the returns email address or returns portal shown on the Serra Kirdar website. Please include your order number, the item(s) you wish to return and photographs if reporting damage or a fault. We will provide the applicable return instructions and address. Some internationally fulfilled items may need to be returned to the relevant brand partner or fulfilment centre; we will provide instructions where this applies.
12. Refunds
Where you exercise a statutory cancellation right, we will generally refund the price paid for the goods and the cost of the least expensive standard delivery option we offered. If you chose a more expensive delivery option, the additional cost generally does not have to be refunded. Refunds will be made within the time required by law, usually using the original payment method. We may make any deduction for diminished value only where permitted by law.
For a statutory cancellation, we may generally withhold the refund until we have received the goods back or you have provided evidence that you have sent them back, whichever happens first, subject to applicable law.
13. International returns and import charges already paid
Internationally fulfilled returns may take longer to reach the relevant seller or fulfilment partner. Any import VAT, Customs Duty or other charge paid directly to a courier or customs authority is not automatically included in a refund issued by Serra Kirdar. Depending on the circumstances, you may need to apply separately to the relevant authority or courier for recovery of those charges.
14. Exchanges
Exchanges are subject to stock availability and are not guaranteed unless expressly offered. You may be asked to return the original item and place a new order. This does not affect your statutory rights.
15. Refused delivery and uncollected parcels
If you refuse delivery, fail to collect a parcel or do not provide information reasonably required for delivery, the parcel may be returned to the sender. We will contact you about the next steps where possible. If you exercise a valid statutory cancellation right, we will handle the cancellation in accordance with UK consumer law. Any costs resulting from refusal or non-collection will be charged or deducted only where legally permitted.
16. Discretionary returns
We may decline a discretionary or goodwill return where the published eligibility conditions have not been met. We will not use this provision to refuse a statutory cancellation or remedy to which you are legally entitled.
17. Contact details and consumer rights
This policy should be read alongside our Terms & Conditions and other applicable website policies. Nothing in it is intended to exclude or limit rights that cannot lawfully be excluded or limited under UK consumer protection legislation.
Business: Evolution SK Limited trading as Serra Kirdar
Returns contact: Customerservice@serrakirdar.com
Registered/business address: 128 CITY ROAD, LONDON EC1V 2NX
Website: WWW.SERRAKIRDAR.COM
