Shipping & Returns Policy
Shipping Costs
New Zealand (nationwide):
- NZD $10 for all orders under NZD $500
- Free shipping for all orders over NZD $500
Order Processing & Tracking
Dispatch Notification:
- If you place a pre-order, we will notify you when your item arrives in New Zealand and is ready for dispatch.
- Within one business day of dispatch, you’ll receive an email confirmation with a tracking number.
Signature Required:
- All packages require a signature upon delivery. Please ensure you provide a secure daytime delivery address and valid contact number.
Address Changes:
- Once an order has been dispatched, we are unable to reroute or modify the delivery address.
Pre-Orders
Expected Delivery:
- Estimated delivery timeframes are listed on each product’s description page.
Pre-Order Terms:
1. Full payment is required at the time of purchase to secure your pre-order.
2. Delivery dates are subject to change; you will be notified by email of any delays.
3. Our standard return and exchange policy (see below) applies to all pre-orders.
Lost, Stolen, or Delayed Packages
No Liability After Delivery:
- Serduo is not responsible for packages marked “delivered” that are later lost or stolen.
Delayed or Missing Shipments:
- If your package is delayed or missing, please contact the shipping carrier directly, using the tracking information provided.
Customer Support:
- If you need assistance with tracking, contact our customer care team at info@serduo.com
Returns & Exchanges
Eligibility & Timeframe
- You have 14 days from the date of delivery to notify us if you wish to return or exchange an item due to size, style, or a manufacturing fault.
- Sale items are non-exchangeable and non-refundable.
Conditions for Return/Exchange
- Items must be returned in unworn, unwashed condition with all original tags attached and in their original packaging.
- Refunds will not be granted if items are damaged by you (e.g., from inadequate packaging when returning the goods).
- If you exchange for an item of different value, additional charges or partial refunds may apply. For further information please see our Terms & Conditions.
How to Return or Exchange
1. Email Us:
- Send an email to info@serduo.com with your order number and a brief reason for the return/exchange.
2. Receive Authorization:
- We will issue a Return Authorization Number and send you a link to download the Returns Form.
3. Prepare Your Package:
- Place the items in their original (or comparable protective) packaging.
- Include the completed Returns Form inside the package.
4. Attach Pre-Paid Label:
- We will email you a pre-paid courier label - affix it securely to the outside of your parcel.
5. Ship to Us:
- Drop off the package at the designated courier location. Our returns address is provided on the Returns Form and label.
Faulty Items
- We inspect every product before dispatch. If you receive a faulty or defective item, contact us immediately at info@serduo.com
- We may request a photo of the defect to expedite the process.
- Serduo will cover all return shipping costs for faulty items and provide a replacement or full refund, subject to availability.
Important Notes
- Exchanges are free, subject to availability. All replacement items will follow our pre-order process if they are not in stock.
- Refunds are issued to the original payment method. Please allow up to 7 business days after we receive your return for the refund to appear in your account.
- There may be extra postage fees for multiple or recurring exchanges.
- Estimated shipping times are not guaranteed. We are not responsible for delays caused by weather, carrier issues, or customs inspections.
- We reserve the right to refuse shipment to destinations where delivery services are restricted or unavailable.
Contact Us
If you have any questions about our Shipping & Returns Policy, please contact our customer care team: Email: info@serduo.com
Thank you for shopping with Serduo! We aim to make your experience easy, reliable, and transparent.