General
I emailed customer service, how long will it take them to respond?
We aim to respond to all queries within 24 hours during the working week. During new collection launches and peak periods such as Black Friday and Christmas, this may take a little longer. If you need to cancel your order, please put "Cancellation" a
How can I follow Serge DeNimes News?
If you wish to follow us for updates, you can sign up to our newsletter where we send mailers out with latest offers, competitions and other exciting things taking place! You can also follow our social media for live updates!
What Payment methods do Serge DeNimes accept?
We accept all major credit card payment methods as well as PayPal, Shop Pay, and Google Pay.
When will my payment be debited from my account?
Payment is taken as soon as your order is placed. If your payment is still pending or hasn't cleared, we won't dispatch your order until it has. If you think you've been charged for an order you haven't received a confirmation for, email orders@serge
My product has broken
If your item develops a manufacturing fault within 12 months of purchase, we'll replace it — or issue store credit to the value of your original purchase if it's no longer available. There's no cost to you wherever you are: no fees are deducted, and
I want to redeem my Loyalty points
We no longer offer our Loyalty system. If you would like to redeem points you earned previously, please reach out to our customer service team directly at [email protected]. We have your points on record and will be happy to help.
I haven't received a confirmation email?
When an order is placed you will automatically be sent a confirmation email with your order information and your tracking. If you cannot locate your confirmation, check your spam folder in case it ended up there. If not, please email orders@sergedeni
I want to purchase a product but it is no longer available on the website?
If a product has been removed from the website, it's been discontinued and won't be restocked. If a product is still listed but showing as out of stock, it's in our next reorder — usually monthly. Select "notify me" on the product page and we'll emai
I cannot order this product to my country?
Some products will not be allowed to be shipped to certain countries due to their rules and regulations regarding materials used in the product. If you have any queries email [email protected] and we can look into this for you.
This order is a gift, I would like to attach a message within?
If you wish to attach a message for someone you are sending the order to, ie congratulations or happy birthday? There is an easy and convenient box at checkout to add this, free of charge!
I want to include gift wrapping with my order?
If you want your order to be gift wrapped, you can add a gift box to your cart before checkout. This will ensure your product is placed in a branded Serge box to add some additional touches to the branded pouch, the perfect finish for a gift. You can
I have messaged repeatedly and haven't had a response?
We aim to respond to all queries within 24 hours during the working week. We work through a ticket system from oldest to most recent, so sending repeated emails moves your query to the back of the queue and delays our reply.
Product does not look how it does online?
If you receive an order and the product doesn't look how you expected, you're welcome to return it within 30 days. Head to our returns portal to download your return label — there's no need to email us first. See How do I return my order? for the fee
I am unsure on my ring size?
If you are new into the jewellery game and are looking to purchase some first time rings, we would highly recommend purchasing a ring sizer first so you can make sure you order correctly. We also offer a size guide for reference - https://www.sergede
A product is out of stock?
If a product is showing as out of stock, it's included in our next reorder, usually monthly. Select "notify me" on the product page and we'll email you the moment it's back. If a product has been removed from the site entirely, it's been discontinued
Damaged products
If your item arrives faulty, or develops a manufacturing fault within 30 days of your order, we'll refund or replace it — whichever you'd prefer. If a fault develops within 12 months, we'll replace the item with the same product. Where that product i
How are your items packaged?
All our products are dispatched in a branded Serge DeNimes pouch. Our pouches are made from 100% cotton with cotton drawstrings also, they are completely plastic free & recyclable. Products are individually wrapped inside the pouch for extra protecti
Which countries do you ship to?
We ship worldwide from our UK warehouse to most countries. We're currently unable to ship to Russia, Belarus or Ukraine. The most reliable way to check is at checkout — add an item to your basket and enter your address. If we deliver to your country,
How do I change my country or currency?
Use the country selector at the top right of any page. Your location is detected automatically when you arrive, so in most cases your country will already be selected. Prices are shown in local currency wherever we're able to. A small number of count
Why is the price different in my country?
Prices vary between countries because each one includes that country's own sales tax and import duty. A UK price includes UK VAT at 20%. A German price includes German VAT at 19%, plus the duty payable on importing the item into the EU. The product i
Contact Us
If our Help Centre didn't give you the answers you were looking for, please drop us an email directly at [email protected].
Do you deliver to the Isle of Man, Jersey or Guernsey?
Yes. All three are served by our UK delivery options at UK rates, with the same free delivery thresholds — free Royal Mail Tracked 48 when you spend £150, and free DPD Next Day when you spend £250. Next day delivery isn't guaranteed to the Isle of Ma