In case you're not happy with your purchase, know we'll provide an easy and transparent return process.

Can I exchange or return my purchase?
We hope your purchase is entirely satisfactory, but understand that sometimes things are not quite right. Our returns policy means that you have 14 days from receipt of your order to let us know that you want to exchange or return an item, and an additional 14 days to return the item directly to Sienna Goodies for a refund or exchange.

If your item is damaged or defective, or if you have received the wrong item, Sienna Goodies will reimburse the shipping costs for returning the item to us. If you return an item for a different reason (for example, it is different than expected or does not fit), we will not be able to cover the costs of the return.

Earrings cannot be returned for hygienic reasons. Also items sold with a hygiene seal (ie swimwear) that are unsealed or missing cannot be returned. Additionally, our gift certificates and made-to-order items are non-refundable or non-exchangeable due to their personal nature.

Important: Items must be complete (ie along with a belt if it was part of the original product) and in their original packaging with their price tag attached, and not worn, washed or damaged in any way. Sienna Goodies reserves the right to refuse the return of items that have not been returned in accordance with our returns procedure, and we may ask you to refund the shipment of such items to you.

Sienna Goodies cannot bear any costs or responsibility in relation to the return shipment initiated by the buyer.


How can I return items for exchange or return?
There are three ways to return items to Sienna Goodies so that we can further process your exchange and / or return request:

  • You can submit a return request online VIA YOUR CUSTOMER ACCOUNT on this website to receive a return label. The cost of this service is € 4.95* (Belgium) and include track & trace information. See below for details on this procedure. Note: different rates apply for other EU countries**. This option is not available for customers living outside the EU.
  • You can return your items to Sienna Goodies VIA A POST SERVICE OF YOUR CHOICE and at your own expense (which will likely exceed our return label cost).
  • You can return your belongings in one of OUR BOUTIQUE STORES IN ANTWERP OR GHENT . There are of course no costs involved. See the 'Our Shops' tab for address details. Important: items purchased online can only be returned to our boutiques; exchanges and refunds are always handled by Sienna Goodies.

*) You do not have to pay this amount when returning the items. The cost of this service will be deducted from the amount to be refunded or from the original payment.
**) Costs for returns with our return label: Belgium: € 4.95; The Netherlands: € 6.25; Luxembourg: € 6.25; Germany: € 6.75; France: € 10.75; United Kingdom: € 8.25. Other EU countries: contact us at info@siennagoodies.com


What exactly do I have to do to return (part of) my order?

ONLINE VIA YOUR CUSTOMER ACCOUNT
Follow these simple steps to return your item (s):

  • Search in the 'Orders' tab in your customer account for the order for which you want to arrange a return.
  • Click on the 'Arrange Return' button. Is this button not available? Then the term for submitting a return may have been exceeded, please contact us in that case.
  • Follow the on-screen instructions to receive your return label.
  • Print the return label.
  • Pack and seal your return package securely in a sturdy box or bag of the correct size (without logo) to protect the contents. Important: do not forget to include the packing list - which is always included with your original order - when sending your return!
  • Attach the return label securely to the package, making sure that none of the details of the label are covered. Our logistics partner DPD must scan the barcode on the return label to process the return, so stick the return label on the OUTSIDE of the package. Do not block or cover the return label. In addition, make sure to remove or hide old addresses or shipping labels.
  • Bring your package to the return point of your choice.
  • If you follow these instructions, the return process normally takes 2-5 business days. In some cases, returned packages may be delayed, especially during seasonal holidays. Please wait up to 10 working days before contacting us.
  • After good receipt of your return package, we will further process your return request. We will transfer the refunded amount (= amount in euros of returned items minus the costs of the return label) to your bank account within 14 days of receipt of your return package. At this stage, we will also send you an email confirming receipt of your return package and the processed refund. Please note that refunds are made using the same payment method (ie online banking, online payment systems, credit card and / or gift card) that you chose when placing your order.


VIA A POST SERVICE OF YOUR CHOICE:
If you choose to return items via a postal service of your choice, please also send an email to info@siennagoodies.com with your request for a return within 14 calendar days from the day after you receive your order. State your name, customer number, order number and article number (s). You can find this information on the packing list that comes with the order. Also clearly indicate that you intend to return your item (s) via a postal service of your choice.

We will reply to you as soon as possible to confirm that we have received your request.

You can then send your return shipment - at your own expense - to: Sienna Goodies, Everdijstraat 41, 2000 Antwerp. Important: do not forget to include the packing list when sending your return! Make sure we receive your return by email within 14 days of your return request. Otherwise we will unfortunately not be able to process your return (s).

After proper receipt of your return package, we will transfer the refund amount to your bank account within 14 days of receipt of your return package. At this stage, we will also send you an email confirming receipt of your return package and the processed refund. Please note that refunds are made using the same payment method (ie online banking, online payment systems, credit card and / or gift card) that you chose when placing your order.


VIA DROP-OFF IN ONE OF OUR BOUTIQUE STORES IN ANTWERP OR GHENT:
You can return your item (s) yourself to one of our boutiques in Antwerp (Sienna, Sienna & Lois or Sienna & Faye) or Ghent (Sienna). There are of course no costs involved. See the 'Our Shops' tab for address details.

Send an email to info@siennagoodies.com within 14 calendar days, starting the day after you have received your order. Make sure to include your name, customer number, order number and item number (s). You can find this information on the packing list that comes with the order. Also clearly indicate that you intend to return your item (s) to one of our boutiques in Antwerp.

We will reply to you as soon as possible to confirm that we have received your request.

You can then take your returns to one of the stores. Important: do not forget to include the packing list when sending your return! Make sure we receive your return by email within 14 days of your return request. Otherwise we will unfortunately not be able to process your return (s). In the store you will receive a receipt for the return shipment. Keep this as proof of return.

Note: you can only return your item (s); we do not pay cash for returned goodies in the boutiques. We will deposit the amount into your bank account within 14 days of receiving your return shipment. Refunds are made using the same payment method (ie online banking, online payment systems, credit card and / or gift card) that you chose when placing your order. At this stage, we will also send you an email confirming receipt of your returned item (s) and the processed refund.


For your information - Further clarification regarding 'shipping costs' and 'return costs':
The shipping costs - only applicable for orders with a purchase value under € 100 (Belgium only) - are the costs you paid when your order was shipped to you by Sienna Goodies. These costs are only refunded when you return all items in your order. If you only return one or some of your items, the shipping costs will not be refunded.

The return costs are the costs that you pay when you return (part of) your order to Sienna Goodies. We will only pay the return costs and subsequent redelivery costs (if applicable) if the return is the result of our error or the items are defective.


Can I exchange my item (s)?
Do you want to exchange your purchased item (s) for a different size or color? That's no problem! Send an exchange request by e-mail to info@siennagoodies.com within 14 calendar days from the day after you received your order. State your name, customer number, order number and article number (s). Also clearly indicate how you want to return the items to us (see three options above).

We will reply to you as soon as possible to confirm that we have received your request. In this response, we will also mention whether the exchange request is possible, depending on the stock, and we will send you a return label (if desired). Please ensure that we receive your return within 14 days of your exchange request email. Otherwise we will unfortunately not be able to process your exchange.

To return the items to us, follow the steps described in the previous paragraph, called: 'What exactly do I have to do to return (part of) my order?'

Upon receipt of your return, we will send you the requested exchange item (s) or keep it ready for you to pick up in one of our boutiques - depending on your preference. This is free. If - in the unfortunate case - this new size or color is not satisfactory, you can return the item to us again. We will refund you the money, but we will also deduct the shipping costs of the second (new size / color) shipment.


Can I exchange my item (s) in one of the boutiques in Antwerp or Ghent?
No, you can only return your goodie (s) to the boutiques. All refunds and exchanges are handled by Sienna Goodies.

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