Orders

How do I place an order?

Browsing through our site, if you see a product that you would like to purchase you can add this to your bag. Once you have finished shopping, you can continue to checkout where you can confirm your purchase.

Can I modify my order?

If you wish to amend an order, please email us with your order number and the size you would like to change so we can process this for you. We cannot assist with amendments during peak periods such as site-wide sales and the Christmas season. If an o

Can I amend my delivery address?

If you wish to amend your delivery address, email us at [email protected] with your order number and the new address you wish to change. Once your order has been dispatched, we cannot change this. We cannot assist with amendments during peak pe

Can I change my delivery address although my order has been dispatched?

Once your order has been dispatched, we cannot alter any information. If you've input the wrong address and your order has been couriered by Royal Mail, you have the option to have the parcel delivered to a post office local to the address originally

What service does Serge DeNimes ship with?

We ship UK orders with Royal Mail and DPD. The Isle of Man, Jersey and Guernsey are served by the same UK delivery options. International orders are shipped with FedEx. For delivery times, see How long will it take to receive my order?

How long will it take to receive my order?

Orders received before 1:30pm are sent out the same working day. Orders are shipped Monday to Friday, excluding UK Bank Holidays. This may take longer during special releases, major holidays and sale periods. Once your order has been dispatched:. Roy

How do I track my order?

Following your confirmation email, you will be able to follow your tracking number to the relevant courier. Any queries with your tracking information, please email [email protected]. They will investigate this for you.

Can I cancel my order?

If an order has been dispatched before we can cancel this, we will provide you with the next steps to return this to us. We are unable to cancel orders during peak periods (ex. Christmas, Black Friday, Boxing Day)

My order is on the way and I have changed my mind

If you have placed an order and this is en route to you, we cannot cancel this order once in transit. You can reject this order upon delivery and this will get returned to us. If your order gets delivered then you are more than welcome to return this

I have not received my order, where is it?

What do I do when there is an item missing from my order?

If you receive an order and an item is missing, email [email protected] with your order number and we will investigate this for you. Please provide images of the package received to the team so we can see if this is an internal error or if an o

I have received the wrong product

If you've received the wrong product, email [email protected] with your order number and a photo of what arrived. We'll send you a free return label and get the right item out to you. There's no cost to you wherever you are — no fees are deduct

What is the typical delivery time for an order to reach a certain country or region?

Delivery times depend on the service rather than the destination — see How long will it take to receive my order? for the full breakdown. International orders are sent via FedEx and typically arrive within 3–7 days, depending on destination. Occasion

I recently bought a product & now it is in the sale, can I be refunded the price difference?

We don't refund the difference if something you've bought later goes into a sale — the price you paid is the price at the time of your order. If you return the item, we'll refund what you originally paid rather than the sale price.

Do I need to pay Customs & Import fees?

For almost every country we ship to, no. Duties and taxes are settled before your order leaves us, so there is nothing to pay when your parcel arrives. Across the EU and most of Europe, your local VAT and import duty are included in the price you see

My order is stuck at customs

Because duties and taxes are dealt with before your order ships, parcels shouldn't be held for payment. The exceptions are Åland Islands, Gibraltar, Greenland, Kosovo, Liechtenstein, San Marino, Svalbard and Vatican City, where local charges are coll

My tracking is not updating

Once your order is fulfilled, your tracking will be activated as the order is dispatched. Please note, tracking will not update until the afternoon of dispatch or the following morning, once the parcel has checked in at its first destination. If your

My tracking states my order is delivered, but I have not received it?

If you have not received your order but your tracking states this has been delivered, we ask that you check hidden spots around your property and with neighbours incase this has been accepted for you whilst you were not present. If you cannot locate

Customer service have raised an investigation with a missing order, but I have not heard back yet?

Once you've raised a missing order with us, we open an investigation with the courier. These can take up to 10 working days, as we're dependent on the courier's own process. We'll come back to you as soon as we hear. There's no need to chase in the m

My order has been Returned to Sender (RTS)

If your order is returned to sender, the courier will usually give the reason in your tracking — most often an incorrect or incomplete address, or the property being inaccessible. Email [email protected] with your order number and we'll arrange

When do I get free shipping?

Free delivery is applied automatically once your order reaches:. United Kingdom — £150 (Royal Mail Tracked 48) or £250 (DPD Next Day). United States — $250. Europe, euro markets — €200. Canada — CAD 350. Australia — AUD 350. Switzerland — CHF 175. Al

Will I be charged in my own currency?

Yes. If prices are shown to you in dollars, euros or another currency, that's the currency your card will be charged in. A small number of countries are priced in pounds — if that's what you see, that's what you'll be charged in. Some banks apply the