Serenedale Pawtique - Shipping & Returns


Due to a large number of products of varying type and size, your parcel may be delivered by a range of our shipping partners.


At checkout, you can choose the timeframe you wish to receive your parcel within. 


The fulfilment team/software will make a judgement on the best possible shipping method with consideration to your order.


In most instances (apart from Free Shipping for Small Toy Items), a tracking number will be provided.

At present, our shipping partners include, but are not limited to DHL, DPD, UPS, Parcel Force, Hermes and Royal Mail.

In case of a return (as per our returns policy detailed below) You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, this may vary

If you are returning an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Returns Policy

Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all original tags still attached.

Some goods are exempt from being returned.

To complete your return you must contact

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

  • Any item that is returned more than 30 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, normally 5-7 working days.

Late or missing refunds

  • If you haven’t received a refund yet, first check your bank account again.

  • Then contact your credit card company, it may take some time before your refund is officially posted.

  • Next contact your bank. There is often some processing time before a refund is posted.

  • If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.  


We only replace items if they are defective or damaged. If you need to exchange it for the same item, please e-mail and further instructions will be provided.

The delivery of items that are not defective or damaged but require an exchange, for example size changes due to incorrectly choosing the wrong size, will be charged to the customer. Delivery payment at the standard rate will be required before we issue your exchange.

This does not affect your statutory rights.

Serenedale Pawtique

T: 01704 862 056


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