FAQ

All of our European orders are shipped directly from Italy to your door. Within Europe this takes 2-3 business days once the bag is ready. For full details see the answer to “How Long Will it Take To Get My Package?” FAQ below.

For made-to-order handbags, it takes 2 weeks to produce the bag and dispatch it to you from the moment we receive your payment. Although this may seem a fairly lengthy time, it’s what it takes to carefully make the bag as created by you.

For handbags that are ready to order, please allow 2 weeks (plus delivery time) from when we receive your order. If your have any questions, please contact our Customer Service Team

You can track your order by following the link we sent you in the receipt email. Please note that you will be able to track your order only once the handbag has been produced and shipped. Please send us an email specifying your order code at [email protected] if you would like an update on the production of your handbag.

If you would like to return or exchange an item, you must notify us within 48 hours of receiving it. You will then have 7 days from the day you receive your ordered product, to specify whether you would like a refund or an exchange.

All purchased products being returned must be sent back (including those being exchanged) in full including in their original condition, unused, undamaged, unsoiled, unaltered and complete with all original Serendipity bags packaging.

For refunds to credit cards and PayPal we deduct £6 to cover shipping and restocking. Refunds may only be issued to ​the credit card and PayPal accounts used to make the original purchase.

Once you have posted your return or exchange back to us it can take up to 14 days to reach our warehouse – when it arrives we’ll make sure to send you an email. The refund or exchange will then be arranged for you. We always try to be as fast as possible, but during busy periods it may take a little longer! For full information on returns or exchanges, please see the terms & conditions.

When not wearing your custom handbag, always store it inside its dust bag in a cool dry place away from direct sunlight and humidity. If your handbag comes into contact with rain or water, dry it as soon as possible with a dry cloth. Avoid contact with substances (such as oily, alcohol based or abrasive substances) which may cause irreversible damage to your handbag.

We also suggest you invest in professional cleaning when necessary, as our handbags are not suitable for standard machine washes.

It’s fantastic to hear from people who love our brand and are inspired by the pieces we create. If you want to talk about ideas you might have and would like more information about who we are and what we value please contact us at [email protected].

Serendipity bags is a brand that sells custom made handbags created by our customers. We may however consider to pre-produce some handbags and sell them in selected stores. If you would like to discuss any opportunities to collaborate with us, please contact us at [email protected].

We select our suppliers carefully, based on quality of their products, time of delivery and reliability. This allows us to provide our customers with timeless, quality handbags that live beyond the season. If you think you can collaborate with us based on our requirements, please send us an email at [email protected]