General Terms and Conditions

Clear Rules for a Pleasant Shopping Experience

Sienna Goodies has been a member of BeCom, the quality mark for online purchases in Belgium and Luxembourg, for over 10 years. We strive to fully comply with BeCom's Terms and Conditions, which are drafted in accordance with the latest guidelines and legislation.

Our goal is to keep you well-informed about your rights and obligations during your shopping experience with us. Please take the time to read these terms and conditions.

You can download this page via this link: 'General Terms and Conditions Sienna Goodies'


General terms and conditions Sienna Goodies


Table of contents

Article 1 – Identity of the seller

Article 2 – Applicability and conditions

Article 3 – Our offer and your order

Article 4 – Right of withdrawal

Article 5 – Price

Article 6 – Payment

Article 7 – Conformity and warranty

Article 8 – Delivery and execution

Article 9 – Duration

Article 10 – Force Majeure

Article 11 – Intellectual property

Article 12 – Complaints procedure and disputes

Article 1 - Identity of the seller

We are:

Sienna Goodies
(Meraki Retail BV)
Everdijstraat 41
2000, Antwerp

Email address:
info@siennagoodies.com

Phone number:
+32 (0)3 257 06 87 (landline)
+32 (0)465 02 06 64 (mobile phone)

Company number:
0723.675.428

Bank account number:
KBC Bank - IBAN BE31 7350 5238 6755

Article 2 - Applicability and conditions

  1. Our general terms and conditions apply to all agreements with you as a customer. Certain terms and conditions apply only to consumers (any natural person who, solely for non-professional purposes, acquires or uses marketed products or services). This will be clearly stated.
  2. We only deliver to Belgium, the Netherlands, Luxembourg, France, and Germany. If you provide a delivery address outside of Belgium, we may refuse your order.
  3. To place an order, you must be at least 18 years old. If you are under 18, a parent or legal guardian must place your order. If we discover that a minor has placed an order, we may still refuse it.
  4. You can always find our terms and conditions on our website. Placing an order on the website constitutes your express acceptance of our terms and conditions of sale. If you order online, we will also provide you with a copy of these terms and conditions in a format you can save or print, along with your order confirmation (or at the latest upon delivery). We recommend that you always do this.
  5. If, in addition to these general terms and conditions, additional special terms apply, the above also applies to those special terms. If our general terms and conditions conflict with those special terms and conditions, you, as a consumer, can always invoke the most advantageous text.

Article 3 - Our offer and your order

  1. If an offer has a limited period of validity or is subject to certain conditions, we will explicitly state this in that offer.
  2. We always describe what we sell you and how the ordering process will proceed as completely and accurately as possible. The description is sufficiently detailed to allow you to make a proper assessment. If we use images, they are a true representation of the goods and/or services offered. However, to err is human.
    So if we have clearly made a mistake, we are not obliged to deliver afterwards.
  3. To purchase a product, add it to your shopping cart. Then, fill in your contact details, delivery information, and billing information. Next, choose your delivery method: delivery to a specific address, a collection point, or pickup in one of our stores. In the final step, you'll receive an overview of your order, accept our terms and conditions, and confirm your payment by clicking the order button labeled "Order now." Place order and pay. Once you've completed these steps, your order is final.
  4. Your order is complete and the agreement between us is final once we confirm your order by email and receive authorization from your card issuer for your payment transaction. If your card issuer refuses to authorize your payment to us, we cannot be held responsible for any delays in delivery and/or non-delivery of your order. Orders without valid payment in the name of the registered cardholder will not be accepted or processed.
  5. Once you create an account (online or in-store), you automatically become a member of the Sienna Loyalty Club. This is Sienna's rewards program, where you earn points for your purchases (and other promotions). You can redeem these points for discount vouchers that you can use on future purchases. For more information about the Sienna Loyalty Club, click here .
    - Rewards, points and offers are subject to change by us at any time without notice.
    Points earned through in-store purchases are active immediately. Points earned through online purchases are active after a 30-day waiting period, due to the statutory right of withdrawal.
    Loyalty points have no monetary value, are non-transferable, are valid for 1 year and can be adjusted or cancelled at our sole discretion.
    - Discounts or rewards obtained through the Sienna Loyalty Club cannot be combined with other promotional offers unless otherwise stated.

Article 4 - Right of withdrawal

  1. If you buy goods from us as a consumer, you have 14 days to decide you no longer want to keep them. This 14-day period begins upon delivery. You can then return your order without paying any compensation and without having to provide a reason (you will be responsible for the shipping costs).
  2. You must return the goods to us within 14 days of notifying us of your withdrawal from the contract. You will be responsible for the direct cost of returning the goods. If you use our return label, we will indicate the cost (or provide an estimate if this cannot reasonably be calculated in advance). If the goods cannot be returned by post or to one of our stores, we will work with you to find a suitable and reasonable solution. In the most extreme and exceptional circumstances, we will collect the goods from you at no cost to you.
  3. You can return the goods by mail or courier. You can use our return label or choose a postal service of your choice. You can also return goods at one of our stores.
  4. We will refund the full purchase price within 14 days of receiving your complete order or after you have informed us that you wish to cancel the contract, whichever is the earliest. The refund will only be processed once we have actually received the returned goods.
    - There is one exception: you cannot return goods you bought with discounts of 60% or more, for example goods from a
    stock sale or outlet.
    - The refund will include the delivery costs, unless (1) you only return part of your order and/or (2) you chose a delivery method other than the least expensive type of standard delivery offered by us when placing your order.
    - Return costs are always borne by the customer, unless the
    If the return is the result of an error on our part (e.g., delivery of incorrect or defective goods), we will deduct the cost from your refund if you use our return label (see our returns procedure for details and pricing).
    - The refund will be made using the same payment method you used.
    - The Sienna Loyalty Club points you received for the purchase of the returned goods will be deducted from your Sienna Loyalty Club points statement when the return is processed.
  5. During the first 14 days after delivery, we expect you to handle your order and packaging with care. If you still want to return the goods, you may only unpack or use them to the extent necessary to assess whether you wish to keep them (as you would do in a store). For example, returned goods may be tried on but unused. When you return the goods, they must be returned with all accessories, in their original condition, if possible together with the original packaging, and in accordance with our instructions. If you go beyond what is necessary to assess the properties of the goods and the value of the goods diminishes as a result, we may apply a proportional reduction in value to your refund or even refuse the goods.
  6. Some goods are excluded from the right of withdrawal. These goods cannot be returned for hygiene reasons or due to their personal nature. Examples of goods that cannot be returned for hygiene reasons include earrings or goods with a hygiene seal, such as swimwear. Examples of goods that cannot be returned due to their personal nature include gift cards and goods made to order or customized, such as alterations.
  7. To exercise your right of withdrawal quickly and correctly, please follow our returns procedure . If this isn't possible, you can complete the model withdrawal form (via this link ) and email it to info@siennagoodies.com. We will send you an email confirming receipt of your withdrawal.

Article 5 - Price

  1. During the period stated in our offer, our prices will not change, except for price changes resulting from changes in VAT rates.
  2. Our prices include all taxes, VAT, duties, and services. So you'll never encounter any surprises.
  3. We may decide to charge shipping costs on top of the purchase price. In that case, we'll always notify you before you finalize your order.

Article 6 - Payment

  1. We can only accept payment via the payment modules on our website.
  2. We accept Bancontact, KBC/CBC, Belfius, iDeal, Paypal, Mastercard and Visa.
  3. To ensure secure online payments and the safety of your personal data, we use SSL technology. SSL ensures that your transaction information is encrypted and unreadable when sent over the internet. You don't need any special software to pay with SSL. You can recognize a secure SSL connection by the "lock" icon in the bottom status bar of your browser.

Article 7 - Conformity and warranty

  1. We guarantee that our goods conform to your order and meet your normal expectations, taking into account the product specifications. We also guarantee that our goods comply with all applicable laws at the time of your order.
  2. You are entitled to the statutory warranty if the delivered product does not match what you purchased and if this is discovered within two years of delivery. You must notify us of any defects within two months of noticing the problem. If the product becomes defective or damaged within the first two years of delivery, we will assume the problem existed upon delivery, unless we can prove otherwise. You cannot claim the statutory warranty for adjustments to the delivery time or for defects you were aware of when ordering.
    - If you have any complaints about the conformity of the product, you can contact us at info@siennagoodies.com .
    - To the extent possible and reasonable, you have the choice between repair or replacement. Only if repair or replacement is excessive or impossible, or cannot be carried out within a reasonable time, do you have the right to demand a price reduction or termination of the sales agreement.
  3. Exclusions: The legal warranty is void if the problem is caused by negligence, an accident, a fall, a disaster, or failure to follow the operating or maintenance instructions. Poor maintenance, abnormal, commercial, inappropriate, or incorrect use also void the warranty. Furthermore, the warranty is void if a third party has modified, treated, or altered the product.
  4. Use of the products: Sienna Goodies is not responsible for theft of the product (except during transport arranged by Sienna Goodies), loss or material or other damage of any nature whatsoever that you or a third party may incur as a result of using the product.

Article 8 - Delivery and execution

  1. All goods will be delivered to the address you specified with your order.
  2. If the goods are in stock, the delivery time is generally 1-3 business days. If an item is out of stock, the delivery time will be 2-6 business days, or longer in exceptional cases. We will inform you of the delivery time in the order confirmation or by email as soon as the out-of-stock status of an item has been confirmed.
    - In the event of force majeure (see article 10) and/or during holidays and/or sale periods / promotions / special offers, delivery times may be slightly longer.
  3. Deliveries are made on weekdays (Monday-Friday) and Saturdays, except on public holidays. Orders for pickup at one of our stores can be picked up on weekdays and Saturdays (and the first Sunday of the month). Deliveries are made according to the track & trace information provided by our postal service. Orders for pickup will be ready at the selected store after we have sent you an email.
  4. There are three delivery options to choose from during checkout:
    - Home delivery: Have your package delivered to your home address or another address, such as your work.
    - Delivery to a Pickup Point: Choose a nearby pick-up point for flexible collection.
    - Pick up in store: Pick up your order at our Sienna stores in Antwerp or Ghent.
    We partner with PostNL for deliveries within the Benelux, France, and Germany. For deliveries to other countries, please contact us at info@siennagoodies.com for a personalized quote.
  5. The shipping costs are as follows:
    Home delivery: Belgium €5.95, Netherlands €6.95, Luxembourg €10.50, Germany €11.50, France €14.50. Orders over €125 in Belgium or the Netherlands are free. Home delivery to other countries is not possible. Customers from these other countries can only choose delivery to a "Pickup Point in Belgium" or "Pick up in store." These customers can also request an alternative personalized offer by contacting us at info@siennagoodies.com
    Pickup Point: Belgium €4.95, Netherlands €5.95. Orders over €125 are also free here.
    - Pick up in store: No shipping costs.
  6. After placing your order, you'll receive a confirmation email. Once your package has been shipped via PostNL, you'll receive Track & Trace information to track your delivery. For in-store pickups, you'll receive an email when your order is ready for collection. If you have any questions, we're happy to help via info@siennagoodies.com or by phone at +32 3 257 06 87. For more information about shipping, please visit our " Delivery " customer service page.
  7. If we are unable to deliver on time, we will always notify you before the expected delivery date expires. We will then agree on a new delivery date with you. If we also fail to meet this second deadline, you, as a consumer, may cancel the agreement free of charge. We will then refund you within 30 days of the cancellation.
    If we don't notify you before the initially scheduled delivery date expires, you, as a consumer, may immediately cancel the agreement free of charge upon expiry of that period. We will then refund you within 30 days of the cancellation.
  8. Our shipments are always at our risk. You don't have to worry about goods being lost or damaged in the mail. However, if you return goods to us within 14 days of purchase because you prefer not to keep them (see Article 4), you are responsible for the transportation.
  9. You must report visible defects as soon as possible, and certainly within 3 days of delivery, by email to info@siennagoodies.com , along with photos of the packaging and any damaged or non-compliant goods. Visible defects include goods that were damaged during transport, do not match the items listed on the delivery note, or do not correspond to the items you ordered (visible defects).
  10. We are not liable for any consequential damages resulting from late delivery or non-delivery by our carrier. In any case, our liability is limited to the value of the items you demonstrate you did not receive.

Article 9 - Duration

  1. If you have an open-ended agreement with us (and therefore without a fixed end date), you can cancel it at any time. However, you must comply with the cancellation policy when canceling. This means you must notify us by email (to info@siennagoodies.com ) that you wish to cancel the agreement, and a one-month notice period applies.
  2. An agreement entered into for a fixed term runs for a maximum of two years.
  3. If the fixed-term agreement involves the sale of goods, and it is agreed that this agreement will be tacitly renewed if you do not cancel in time, then this agreement becomes an indefinite-term agreement. Again, you can cancel it at any time, taking into account the cancellation rules and term.

Article 10 - Force Majeure

  1. In the event of force majeure, we are not obligated to fulfill our contractual obligations. In that case, we may either suspend our obligations for the duration of the force majeure situation or terminate the agreement permanently. Because this constitutes force majeure, we are not liable to pay you any compensation.
  2. Force majeure is any circumstance beyond our control that prevents us from fulfilling our obligations, in whole or in part. This includes, but is not limited to, strikes, fire, business disruptions, power outages, disruptions to a (telecommunications) network or connection or communication systems used, and/or the unavailability of our website at any time, non-delivery or late delivery by suppliers or other third parties, etc.

Article 11 - Intellectual property

  1. Our website, logos, texts, photos, names, and all our communications in general are protected by intellectual property rights held by us, our suppliers, or other rights holders.
  2. It is prohibited to use and/or modify the intellectual property rights as described in this article. For example, you may not copy or reproduce drawings, photos, names, texts, logos, color combinations, etc., without our prior and express written permission.

Article 12 - Complaints procedure and disputes

  1. We always hope that all our customers are 100% satisfied. If you have any complaints about our services, please contact us by email at info@siennagoodies.com . We will do everything we can to handle your complaint within 7 days and resolve it to your satisfaction.
  2. All agreements we conclude with our customers, regardless of their place of residence, are governed exclusively by Belgian law. If, for reasons of international law, a different law applies, the interpretation of these general terms and conditions will be primarily based on the Belgian Market Practices and Consumer Protection Act, as incorporated into the Code of Economic Law.
    In case of disputes, only the competent Belgian courts have jurisdiction.
  3. As a consumer, you also have the option of resolving the dispute out of court. You can contact the Federal Government's Consumer Ombudsman Service for this purpose. They are authorized to receive any request for out-of-court settlement of consumer disputes. They will then either handle the request themselves or forward it to a qualified entity. You can reach the Consumer Ombudsman Service via this link: http://www.consumentenombudsdienst.be//nl
  4. If we're unable to resolve the issue together through our personal complaints department (see Article 12.1), you can contact Becom. If Becom accepts your complaint, they will mediate neutrally between us and you as a customer. Please note that only complaints submitted via the complaints form at https://becom.digital/nl/consumers-complaints/ will be processed. This way, Becom immediately has all the necessary information to handle your complaint further.


Last updated: July 24, 2025