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 with your order number and the new address you wish to change. For US orders please email [email protected], for the rest of the world, please email [email protected]. Once your order ha

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

Once your order has been dispatched, we cannot alter any information.

What service does Serge DeNimes ship with?

We ship to the United Kingdom using Royal Mail, and DPD. International orders are shipped with FedEx. Royal Mail (1-2 days) Free Shipping & Free Returns. When do I get free shipping?. Free shipping is available within the UK when you spend £80+.

How long will it take to receive my order?

Orders are shipped Monday to Saturday excluding UK Bank Holidays. Please allow 1-2 business days for order processing. This may take longer during special releases, major holidays and sale periods.

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] and they will investigate this for you.

Can I cancel my order?

If you wish to cancel your order, please email [email protected] with your order number and a member of our community support team will process this accordingly. If an order has been dispatched before we could cancel this, we will provide you w

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?

We aim to get our orders dispatched from our warehouse within 24 hours of the order being placed. If you have not received your order within a specific timeframe, email [email protected] and they will investigate this for you. Order processing

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 have received the wrong product, please email [email protected] and we will sort you a free returns label so we can resolve this for you.

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

- DPD Express delivery to the UK is 1-2 business days. - Royal Mail Tracked & Signed to the UK (only) is 2-3 business days. International orders can take up to 12 days for delivery depending on the country.

Does Serge DeNimes ship to Post Office Boxes, Military Bases or Freight Forwarding addresses?

Serge DeNimes do ship to PO Boxes, Military Bases and freight forwarding address these will be shipped via Royal Mail – which may add to delivery times.

How do I use my store credit code?

Serge DeNimes will provide you with a personalised code which you will be able to redeem at the checkout.

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

Unfortunately we cannot refund the item at the sale price if it was purchased for the price at original purchase - we will honour the cost of the product at the date of purchase. For example, if you wanted to return the item and it was in sale, we wo

Do I need to pay Customs & Import fees?

If you are ordering to Europe, US or ROW, your order may be subject to additional duties & tax charges. Serge DeNimes has no control over any customs or import duties that could be levied when the package reaches your destination country and for whic

My order is stuck at customs

If your order does get pulled at customs, you may be required to provide order confirmation and proof of ID to get this cleared. Order documentation will be provided with your confirmation, if you have any issues email [email protected] but it

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 be updated until the afternoon/ following morning of dispatch once this has checked into it's first destination. If your tracking

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