Returns + Refunds

RETURNS

Our Returns Team aims to make your experience as easy and seamless as possible. Items can be returned within 30 days after you received the item and must be returned in original packaging. If the packaging is not available, your item cannot be processed for a return.

Should you wish to make a return, please make sure to process this through our Returns Center. Just head over to: https://simisienna.happyreturns.com/.  Returns made without going through our returns center may experience a delay in the process.

It's simple to process this through our Return Center. Please see the steps below:

Step 1: Go to https://simisienna.happyreturns.com/

Step 2: Once there, enter your Order Number and your Zip Code associated with your Simisienna account and hit the 'Find Your Order' button.

Step 3: After which, you will be redirected to a page with the list of items on your order. Simply tick the item(s) you wish to return and hit the 'Next’ button.

Step 4: From there, you will be given an option to refund to the original payment, eGift Card Credit, or exchange to a different size or color for the same item. You will also be given an option to return an item in-person to our nearest Return Bar location or send it via mail.

*If you wish to exchange for a completely different item, please chose eGift Card Credit and order again.*

Once you select the in-person return, the nearest Return Bar location will be presented along with alternate locations and a link to locate other Return Bars depending on your preference.

We do our best to cover you when things don't go as planned. If you received an item that's damaged or defective, your return is eligible for free return shipping. 

You may request the Return Label from our Customer Experience/Happiness team at serenity@simisienna.com.

Note that our Customer Experience/Happiness team will be able to assist you in processing your return request as well. Simply contact them within 30 days after you received the item and send them the ff details:

  1. Order #
  2. Your Zip Code
  3. The name(s) and quantity of the item(s) you wish to return
  4. The reason for your return
  5. The image of the item you wish to return (especially if its damaged or defective and/or in the wrong size or color variant/item)
  6. The resolution you prefer (refund to store credit, refund to original payment method, exchange/replacement)

As soon as we receive the item in as-shipped condition, we will refund you the purchase price and inform you via email.

The acceptable Return and Refund reasons are as follows:

  1. Damaged: The product is damaged in delivery
  2. Defective:The product does not function or missing parts as described/shown on the site
  3. Incorrect/Wrong Item:Not the product you ordered (e.g. wrong size, product, or color)

Please note that should your return request does not fall under the above-mentioned reasons, please print the RMA document that is provided at the end of the return process or via your email address. If this is not included with the shipment, the return may take a while to be processed or the request may not be fulfilled. Should your preferred resolution is a refund or store credit, please send us the tracking number of your returned item(s). 

Swimwear

Our policy does not permit any returns on all of our swimwear products. All sales are final due to hygiene reasons. Please double-check your orders before payment. Regrettably, we can't offer you a refund or exchange. 

 We only replace items if they're defective or damaged on arrival. To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If you need to exchange it for the same item, send us an email at serenity@simisienna.com and our Customer Gratitude team will assist you further. 

Shipping Charges

If the return was due to our error (for instance, we accidentally sent the wrong product), we will accept full responsibility for all shipping costs related to the return and provide a USPS paid shipping label via email for order within the United States. For return requests of orders made outside the US we will issue a store credit equivalent to the amount of your shipping fees. Simply get in touch with the team at serenity@simisienna.com to request your Return Label or your Store Credit Refund.  

Refunds

Refunds are issued back either in the form of store credits or only to the original form of payment used for the purchase. Please note that it can take 3-10 business days for the payment to show on your account (depending on your financial institution or card issuer) after the refund has been processed.

Please keep in mind that refund requests due to shipping delays by our partner couriers (USPS, UPS, DHL, FedEx, CNE) may not be eligible for refunds. However, please be assured that not only do we work closely with our partner couriers to make sure that your order gets to your doorstep, our Customer  Experience/Gratitude team may also assist you with filing a Claim with Route should you had your order insured by Route. Simply get in touch with the team at serenity@simisienna.com.