Product Assurance & Support

Last updated: 7/18/26

Seraphella carefully curates and inspects each handbag before shipment. Because Seraphella does not manufacture the products in its current collection, manufacturer warranties—if any—are provided only by the applicable manufacturer under its own terms.

This page explains how Seraphella assists customers when an item may differ materially from its listing or arrive with an undisclosed issue.

Concerns We Will Review

Please contact Client Care if:

  • The item received differs materially from its written description.
  • The item arrives with an undisclosed structural defect.
  • A major feature or condition detail was not accurately represented.
  • You have a concern regarding the item’s stated brand, source, or authenticity.

Please report concerns promptly. Requests submitted within 30 calendar days of delivery will also be reviewed under Seraphella’s Returns & Exchanges policy.

Normal Wear and Disclosed Characteristics

The following are not ordinarily considered listing errors or arrival defects:

  • Wear resulting from use after delivery
  • Accidental damage after delivery
  • Damage caused by improper handling, care, or storage
  • Minor natural variations in leather, suede, color, grain, or texture
  • Design characteristics clearly disclosed in the product description and photographs

These factors will be evaluated based on the specific product, listing, and circumstances.

How to Request Support

Email hello@seraphella.com with:

  • Your order number
  •  Clear photographs of the item and packaging
  • A brief description of your concern

Client Care may request additional information to evaluate the issue.

Available Resolutions

If a product concern is confirmed, Seraphella will provide an appropriate resolution based on the circumstances, product availability, the Returns & Exchanges policy, and applicable law. A resolution may include a return and refund, replacement if available, correction of an order issue, or another appropriate remedy.

This support policy does not limit any rights or remedies available under applicable law.

Related Policy

Please review our Returns & Exchanges policy for return eligibility, timing, shipping fees, and refund procedures.