Customer Support

Return and exchanges

If for any reason you are not completely satisfied with your Serena Hair online purchase, simply return the unused portion to us and we will be happy to exchange the item(s) equal to the purchase amount for other products of your choosing.

1) Please make a copy of the invoice (enclosed in your original order) and place it inside the return package.

  • If you are making an exchange and the total cost of your exchange is more than the amount of your return, please include your payment information on the back of the invoice.

2) Pack the items carefully to avoid damage in transit.

3) Please address your return package to:

Serena Hair
72 Railway Parade Sth

Chadstone, Melbourne


4) For your protection and to ensure prompt delivery, we recommend that you send your return via an insured method which can be tracked in the case of loss.

We're sorry; exchange shipping fees are not refundable. In the case of damaged items, please contact us immediately for assistance. Additional information can be found in the section - damaged items.

Your exchange request will be processed promptly.

* Most exchanges are processed within 7-10 business days of receipt and are shipped via standard service. Transit time for exchange packages is usually 5-7 business days from the time the exchange is shipped. Business days are from Monday to Friday, excluding public holidays within Victoria. An email will be sent to confirm the receipt and processing of your return or exchange request.

*Please note: only products purchased on Serena Hair online may be returned for exchange.

If you have questions about exchanges, please contact us via email at

Damaged items
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear; however, if damage occurred to the item(s) in your shipment, please contact us immediately via email at P
lease provide the order number along with your email address and phone number for fastest service. To ensure prompt investigation and resolution as appropriate, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

Easy Returns


Tracking Your Order


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Shipping and Delivery