FAQs
Last updated: 8/23/26
What is your shipping timeframe?
Orders are prepared and dispatched within 1–3 business days, excluding weekends and holidays. Standard carrier transit is generally estimated at an additional 1–3 business days.
Most orders are therefore expected to arrive approximately 2–6 business days after being placed. Delivery estimates are not guarantees, and every shipment includes tracking.
Where do you ship?
Seraphella currently provides complimentary standard shipping to eligible addresses within the United States. Available delivery options are displayed at checkout.
What is your return policy?
Eligible return requests must be submitted within 30 calendar days of delivery.
Once approved, the item must be shipped using the provided prepaid label within 14 calendar days. A flat $12 return-shipping fee will be deducted from the refund unless the item arrived damaged or incorrect.
Items must be unused, unworn, and in their original condition. All original tags, cards, packaging, and any accessories supplied with the item must be returned. Final-sale items and products specifically marked non-returnable are not eligible.
Please review our Returns & Exchanges page for complete details.
Do you offer exchanges?
Seraphella does not currently offer direct exchanges. If you would prefer a different item, you may return the original purchase if eligible and place a new order.
What if I receive a damaged or incorrect item?
Please contact hello@seraphella.com promptly—preferably within 48 hours of delivery—with your order number and clear photographs of the item and packaging.
Client Care will review the issue and provide appropriate next steps. This reporting request does not limit any rights available under applicable law.
How does Seraphella approach sourcing and authenticity?
Seraphella’s current collection is a limited edit of new handbags designed by Voemièn, selected by Seraphella, and obtained through established sourcing partners. Product pages identify the designer and provide the material, construction, and sourcing information available to Seraphella.
We review available supplier and product information and describe each item as accurately as possible. We do not knowingly offer counterfeit or replica merchandise. Any formal brand affiliation or retail authorization will be stated only when applicable.
If you have a concern about an item’s stated designer, source, or authenticity, please contact Client Care at hello@seraphella.com. We will review the concern under our Product Assurance & Support policy.
Do your handbags always have logos or branded hardware?
No. The current Voemièn styles selected by Seraphella intentionally feature subtle or no visible exterior logos and unbranded hardware.
These are intentional design characteristics and are disclosed in the product descriptions and available photographs.
Do you use AI-assisted or edited images?
Primary product images show the actual physical inventory photographed by Seraphella. Some supplemental editorial, lifestyle, or background images may be edited or AI-assisted and are identified through available image-transparency information.
Supplemental imagery is provided for styling or presentation context and does not replace photographs of the actual product. Customers should review the primary product photographs, written description, dimensions, materials, hardware details, and branding disclosures when evaluating an item.
How do I care for my handbag?
Please visit our Care Guide for material-specific guidance on protecting and maintaining your handbag.
How can I contact you?
Email Seraphella Client Care at hello@seraphella.com or call 1 (609) 874-0402 during regular business hours. You may also use the form on our Contact Us page.
We aim to respond within 1–2 business days, excluding weekends and holidays.