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Orders shipped to Canada are Duty Unpaid. The recipient of the order is responsible for paying any import duties or taxes that may be imposed. All orders that are subject to import duties and taxes, which are determined by Canadian customs authorities and are not included in the purchase price or shipping costs. If you refuse to pay these charges, your order may be returned to the sender or confiscated by customs. In the case of confiscation, you will still be responsible for the cost of the order.
Any customs or import duties on deliveries to other countries are charged once the parcel reaches its destination. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. For further details contact your local customs office for current charges before you order.
An email with the Tracking Number will be sent when your package is despatched. The above delivery times are calculated from the despatch date. Please allow up to 2 additional days for processing. Our couriers deliver between 7am and 5.30pm, and will require a signature on receipt. If you aren't available when your package is delivered, the driver will leave a calling card with instructions on how to pick it up or arrange a re-delivery.
In certain circumstances, such as traffic accidents, extreme weather conditions or unforeseen technical problems e.g. postal strikes, we may be unable to fulfil your delivery in accordance with these terms. For such exceptions, we may require additional time and effort to fulfil the delivery. If this occurs, we will make our best efforts to deliver your order as soon as we possibly can, or you may opt to cancel and receive a full refund.
We endeavour to deliver your order as soon as possible and to honour the timescales for delivery indicated. However, during the peak period there may be courier delays that are beyond our control. We will proactively communicate with you as soon as we are aware of an issue.
Orders placed online are considered an offer of purchase and are subject to acceptance and availability. We try to ensure that availability information is correct, but sometimes stock can sell out quickly. If this is the case, we will inform you as soon as possible and provide a refund for the unavailable garment. As the customer it is your responsibility to ensure that all information provided regarding your address, personal details, delivery address and payment method is correct and accurate.
If your parcel does not arrive within the expected time frame, please notify us as quickly as possible within 7 working days of the expected delivery date. Failure to do so affects our ability to trace the parcel and issue any refund/replacement due.
We deliver to all addresses with a valid zip code.
We do not deliver to Armed Forces, PO Boxes and Hotels.
All names and delivery addresses are subject to our customer identity and address verification checks. Our customer services may need additional address verification information. In the event that we are unable to verify your address or identification, your order will be declined.
Delivery times apply only to products in stock.
We do not deliver on weekends or Bank Holidays.
All deliveries must be signed for by either yourself or a trusted friend/neighbor. Please note, Seraphine does not resume responsibility if a signature release has been requested by the customer.
We reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or a PO BOX - if this affects an order you place, we will notify you as soon as possible.
In periods of high demand it is possible that an order will be accepted, with insufficient stock to fulfil it. In this case we will inform you as soon as possible and issue a full refund.
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