General Terms and Conditions

Clear Rules for a Pleasant Shopping Experience

Sienna Goodies has been a member of BeCom, the quality label for online purchases in Belgium and Luxembourg, for over 10 years. We strive to fully comply with BeCom's General Terms and Conditions, which are drawn up 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 your time to review 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 – Complaint handling 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:
+3232570687 (landline)
+32465020664 (mobile / WhatsApp)

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 conditions apply only to consumers (any natural person who acquires or uses products or services placed on the market exclusively for non-professional purposes). This will be clearly stated.
  2. We deliver in Belgium and the Netherlands. If you provide a delivery address in another country, 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 this order.
  4. You can always find our general terms and conditions on our website. Placing an order on the website constitutes explicit acceptance of our general terms and conditions of sale. If you order online, we will also send you a copy of these general terms and conditions in a format that you can save or print along with the order confirmation (or at the latest upon delivery). We advise you to always do this.
  5. If, in addition to these general terms and conditions, additional specific conditions apply, the above also applies to the specific conditions. If our general terms and conditions conflict with those specific conditions, you as a consumer can always invoke the text most favorable to you.

Article 3 - Our offer and your order

  1. If an offer has a limited validity period or is subject to certain conditions, we will explicitly state this in that offer.
  2. We always describe as fully and accurately as possible what we sell to you and how the ordering process will proceed. The description is in any case sufficiently detailed so that you can make a good assessment. If we use images, these are a truthful representation of the goods and/or services offered. However, mistakes are human.
    So, if we have clearly made a mistake, we are not obliged to deliver.
  3. To purchase a product, add the product to your shopping cart. Afterwards, fill in your contact details, delivery details, and invoicing details. Then choose your delivery method: send to a specific address, a pick-up point, or pick up in one of our stores. In the last step, you will get an overview of your order, accept our general terms and conditions, and confirm your payment by pressing the order button labeled 'place order and pay'. Once you have completed these steps, your order is final.
  4. Your order is complete and the agreement between us is final as soon as we confirm your order by email and as soon as we have received approval for your payment transaction from the card issuer. If your card issuer refuses to authorize your payment to us, we cannot be held responsible for 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. When you create an account (online or in-store), you automatically become a member of the Sienna Loyalty Club. This is Sienna's reward program, where you collect points with your purchases (and other actions). These points can later be exchanged for discount vouchers that you can use for future purchases. For more information about the Sienna Loyalty Club, click here.
    - Rewards, points, and offers may be changed by us at any time without prior notice.
    - No loyalty points are awarded for the purchase of sale products or discounted items.
    - Points earned through in-store purchases are immediately active. Points obtained through online purchases become active after a waiting period of 30 days, due to the legal right of withdrawal.
    - Loyalty points have no monetary value, are non-transferable, are valid for 1 year, and may be adjusted or canceled by us 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, as a consumer, purchase goods from us, you have the right for 14 days to decide that you do not wish to keep the goods. This 14-day period begins from the date of delivery. You can then return your order without payment of compensation and without having to give a reason (you pay the shipping costs for this yourself).
  2. You must return the goods to us within 14 days after you have informed us that you wish to withdraw from the agreement. The costs of returning the goods are at your expense. If you use our return label for the return, we will indicate the cost of this (or make an estimate, if this cannot reasonably be calculated in advance). If the goods cannot be returned by post, or brought to one of our stores, we will find a suitable and reasonable solution with you. In the extreme and very exceptional case, we will collect these goods from you and no costs will be charged for this.
  3. You can return the goods via post or a courier. You can use our return label or choose a postal service of your own choice. In addition, you can also return goods to one of our stores.
  4. We will refund the full purchase price within 14 days after we have received your complete order back or after you have indicated that you wish to withdraw from the agreement, whichever occurs first. The refund can only take place when the returned goods have actually been received by us.
    - There is one exception: you cannot return goods purchased with discounts of 60% or more, for example, goods from a stock sale or outlet.
    - The refund includes delivery costs, unless (1) you only return a part of your order and/or (2) you chose a different delivery method for your order than the cheapest standard delivery offered by us.
    - The return costs are always borne by the customer, unless the return is due to an error on our part (e.g., delivery of incorrect or defective goods). If you use our return label, we will deduct the costs thereof from your refund amount (see our return procedure for details and prices).
    - The refund will be made using the same payment method you used yourself.
    - The Sienna Loyalty Club points you received for the purchase of the returned goods will be deducted from your Sienna Loyalty Club points overview upon processing the return.
  5. During the first 14 days after delivery, we expect you to handle the order and packaging carefully. If you still want to be able to return the goods, you may only unpack or use them to the extent necessary to assess whether you wish to keep the item (as you would in a store). For example, returned goods may be fitted, but not used. If you return the goods, this must be done with all supplied accessories, in their original condition, if possible together with the original packaging, and taking into account our instructions. If you go beyond what was necessary to assess the properties of the goods and the item has consequently decreased in value, we may apply a proportional depreciation to the refund, or even refuse the goods.
  6. Some goods fall outside the right of withdrawal. These goods cannot be returned due to hygienic reasons or their personal nature. Examples of goods that cannot be returned due to hygienic reasons are earrings or goods with a hygiene seal, such as swimwear. Examples of goods that cannot be returned due to their personal nature are gift cards and goods made or adapted to order, e.g., alterations.
  7. To exercise your right of withdrawal quickly and correctly, please follow our return procedure. If this is not possible, you can fill out the model withdrawal form (via this link) and email it to info@siennagoodies.com. We will send you an email confirmation of receipt of your withdrawal.

Article 5 - Price

  1. During the period stated in our offer, our prices will not change, subject to price changes due to changes in VAT rates.
  2. Our prices include all taxes, VAT, duties, and services. So you will never encounter any surprises.
  3. We may decide to charge shipping costs in addition to the purchase price. In that case, we will 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/WERO, Paypal, Mastercard, and Visa.
  3. To ensure a secure online payment and the security of your personal data, we use SSL technology. SSL ensures that your transaction data is encrypted and rendered unreadable when transmitted over the internet. You do not need special software to pay with SSL. You recognize a secure SSL connection by the "padlock" 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 the normal expectations you may have of them, taking into account the product specifications. We naturally also guarantee that our goods comply with all laws as they exist at the time of your order.
  2. You are entitled to the legal warranty if the delivered product does not correspond to what you purchased and if this is established within two years after delivery. You must notify us within two months of noticing the problem that something is wrong. If the product shows defects or damage within the first two years after delivery, we assume that the problem already existed at the time of delivery, unless we can prove otherwise. You cannot claim the legal warranty for adjustments in delivery time or for defects of which you were already aware when ordering.
    - If you have complaints about the conformity of the product, you can contact us via info@siennagoodies.com.
    - To the extent possible and reasonable, you have the choice between repair or replacement. Only when repair or replacement is excessive or impossible, or cannot be carried out within a reasonable period, do you have the right to demand a price reduction or the dissolution of the sales agreement.
  3. Exclusions: The legal warranty lapses if the problem has arisen due to negligence, an accident, a fall, a disaster, or failure to follow the instructions for use or maintenance. The warranty also lapses in case of poor maintenance, abnormal, commercial, inappropriate or incorrect use. In addition, the warranty no longer applies if a third party has altered, treated, or processed 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 kind, incurred by you or a third party due to the use of the product.

Article 8 - Delivery and execution

  1. All goods are delivered to the address you specified when ordering.
  2. If the goods are in stock, the delivery time is generally 1-3 working days. If a good is not in stock, the delivery time will rather be 2-6 working days, or in an exceptional case longer. We will inform you about the delivery time in the order confirmation or by email as soon as the out-of-stock status of a good has been noticed and established.
    - In case of force majeure (see article 10) and/or during holidays and/or sale periods / promotions / offers, delivery times may be slightly longer.
  3. Deliveries take place on working days (Monday-Friday) and Saturdays, except on public holidays. Orders for collection in one of our stores can be collected on working days and Saturdays (and the first Sunday of the month). Deliveries are made according to the 'track & trace' information communicated by our postal service. Orders for collection are ready in the chosen store after we have sent you an email about this.
  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.
    - In-store pickup: Collect your order from our Sienna stores in Antwerp or Ghent.
    We work with Bpost and PostNL for deliveries in Belgium and to the Netherlands. For deliveries to other countries, you can contact us at info@siennagoodies.com for a personal proposal.
  5. The shipping costs are as follows:
    - Home delivery: Belgium €5.95, and the Netherlands €6.95. Orders over €125 in Belgium or the Netherlands are delivered free of charge. Home delivery for other countries is not possible. Customers from these other countries can only choose delivery to a 'Pickup Point in Belgium' or 'In-store pickup'. These customers can also request an alternative personal proposal by contacting us at info@siennagoodies.com
    - Pickup Point: Belgium €4.95, the Netherlands €5.95. Orders over €125 are also delivered free of charge here.
    - In-store pickup: No shipping costs.
  6. After your order, you will receive a confirmation email. As soon as your package has been shipped via Bpost or PostNL, you will receive Track & Trace information to follow your delivery. For pickups in our store, you will receive an email when your order is ready in the relevant store. For questions, please contact us at info@siennagoodies.com or by phone at +3232570687. For more information about shipping, please visit our customer service page 'Delivery'.
  7. If we are unable to deliver on time, we will always notify you before the expiry of the scheduled delivery period. We will then agree on a new delivery period with you. If we also fail to meet this second period, you, as a consumer, may cancel the agreement free of charge. We will then refund you within 30 days of cancellation.
    If we do not notify you before the expiry of the initially scheduled delivery date, you, as a consumer, may immediately cancel the agreement free of charge upon the expiry of that period. We will then refund you within 30 days of cancellation.
  8. Our shipments are always at our risk. You therefore do not have to worry about goods being lost or damaged in the post. 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 transport.
  9. Visible defects must be reported as soon as possible and certainly within 3 days after delivery, with attached photos of the packaging and damaged or non-conforming goods, via email info@siennagoodies.com. When we talk about visible defects, we mean, for example, goods that were damaged during transport, do not correspond to the articles listed on the delivery note, or do not correspond to the articles you ordered (visible defects).
  10. We are not responsible for any consequential damage due to late delivery or non-delivery by our carrier. Our liability remains in any case limited to the value of the items that you can prove you did not receive.

Article 9 - Duration

  1. If you have concluded an open-ended agreement with us (i.e., without a fixed end date), you can terminate it at any time. When terminating, you must respect the cancellation rules. This means that you must inform us by email that you wish to terminate the agreement (to info@siennagoodies.com) and that 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 has been agreed that this agreement will be tacitly extended if you do not terminate it in time, then this agreement becomes an open-ended agreement. In this case, you can always terminate it, taking into account the cancellation rules and notice period.

Article 10 - Force Majeure

  1. In the event of force majeure, we are not obliged to fulfill our contractual obligations. In that case, we can either suspend our obligations for as long as the force majeure situation lasts, or definitively dissolve the agreement. Because there is force majeure, we are not liable for any compensation to you.
  2. Force majeure is any circumstance beyond our will and control that wholly or partially prevents the fulfillment of our obligations. This includes, but is not limited to, strikes, fire, business disruptions, energy disruptions, disruptions in a (telecommunication) 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 engaged, ...

Article 11 - Intellectual Property

  1. Our website, logos, texts, photos, names, and all our communication in general are protected by intellectual property rights that belong either to us, or to our suppliers or other rights holders.
  2. It is forbidden to use and/or make changes to 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 explicit written permission.

Article 12 - Complaints Procedure and Disputes

  1. Of course, we always hope that all our customers are 100% satisfied. If you do have complaints about our services, you can contact us by email 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 exclusively governed by Belgian law. If, for reasons of international law, another law is nevertheless applicable, the Belgian Law on Market Practices and Consumer Protection as included in the Code of Economic Law will primarily be used in the interpretation of these general terms and conditions.
    In the event of disputes, only the competent Belgian courts have jurisdiction.
  3. As a consumer, you also have the option to resolve the dispute out of court. You can contact the Consumer Mediation Service of the Federal Government for this. It is authorized to receive any application for extrajudicial settlement of consumer disputes. It will in turn either handle the application itself or forward it to a qualified entity. You can reach the Consumer Mediation Service via this link: http://www.consumentenombudsdienst.be//nl
  4. If we are unable to resolve the issue together through our personal complaints service (see Article 12.1), you can contact Becom. If your complaint is accepted by Becom, it will mediate neutrally between us and you as a customer. Please note that only complaints submitted via the complaint form on https://becom.digital/nl/consumers-complaints/ will be processed. This ensures that Becom has all the correct data to further process your complaint.


Last updated: September 3, 2026