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

Can I return my purchase?
Yes. We hope that your purchase is completely to your liking, but we understand that sometimes things are not quite right. Our return policy means that after receiving your order you have 14 days to let us know that you wish to return an item, and an additional 14 days to return the item directly to Sienna Goodies for a refund.


How can I return items?
There are three ways to return items to Sienna Goodies so that we can process your return request:

  • You can submit a return request online THROUGH YOUR CUSTOMER ACCOUNT on this website to receive a return label (important - only applies to orders shipped via a carrier). The costs of this service are € 4.95* (Belgium and the Netherlands) and include track & trace information. See below for details on this procedure. Please 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 POSTAL SERVICE OF YOUR CHOICE and at your own expense (which will likely be higher than our return label). When you choose the option, please send an email to [email protected] so that we can register your return.

  • You can return your items yourself in one of OUR BOUTIQUE STORES IN ANTWERP, GHENT OR BREDA. Of course there are no costs involved. See the 'Our Stores' tab for address details. You can register and submit your return request for this option via your customer account. Important: items purchased online can only be returned to our boutiques; refunds are always handled by Sienna Goodies.

Sometimes customers wonder why we charge shipping and return costs. In this link we explain why we do this.

*) 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 returning with our return label: Belgium: €4.95; Netherlands: €4.95; Luxembourg: €6.25; Germany: €6.75; France: €10.75. Other EU countries: contact us at [email protected]


What exactly do I have to do to return (part of) my order?
Step 1.
Clearly indicate on the return form, which is always included with your order, which item(s) you wish to return and the reason for return. Important, don't forget to send this form with your return! We cannot process your return without this return form!

Step 2.
Choose the preferred way to send your return to us and follow the appropriate steps:

ONLINE VIA YOUR CUSTOMER ACCOUNT
Follow these simple steps to return your item(s) via our affordable returns label:

  • 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 present? Then the term for indicating the return may have been exceeded, in that case please contact us.
  • Follow the instructions on the screen to receive your return label. Note: the choice of carrier is automatically made based on the carrier choice you entered when placing your order.
  • Print out 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 send the completed return form with your return shipment!
  • Affix the return label firmly to the package and make sure that none of the details of the label are covered. Our logistics partners (DPD, Bpost) have to scan the barcode on the return label to process the return, so stick the return label on the OUTSIDE of the package. In addition, be sure to remove or hide any old addresses or shipping labels.
  • Bring your return package to the return point of your choice. Please do this in time so that your return arrives at us within 14 days at the latest.

If you follow these instructions, the return process will normally take 2-5 business days. In some cases, the delivery of return packages may be delayed, especially during seasonal holidays.

After proper receipt of your return, we will further process your return request. We will transfer the refund amount (= euro amount of returned items minus the costs of the return label) to your bank account within 14 days of receipt of your return package. We will also send you an email confirming receipt of your return package and the processed refund. Please note that refunds will be made using the same payment method (i.e. online banking, online payment systems, credit card and/or gift card) that you chose when placing your order.


THROUGH A POST SERVICE OF CHOICE
If you choose to return items via a postal service of your choice, please email [email protected] with your return request within 14 calendar days from the day after you have received your order. Mention your name, customer number, order number and item number(s). This information can be found on the packing list that accompanies the order. Also clearly indicate that you intend to return your item(s) via a postal service of your choice. We will send you a response 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 send the completed return form with your return shipment! Please ensure that 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 no later than 14 days after receipt of your return package. We will also send you an email confirming receipt of your return package and the processed refund. Please note that refunds will be made using the same payment method (i.e. 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, GHENT OR BREDA
You can return your item(s) yourself in one of our boutiques in Antwerp (Sienna, Sienna & Lois or Sienna & Faye), Ghent (Sienna) or Breda (Sienna Breda). Of course there are no costs involved. See the 'Our Stores' tab for address details.

Follow these simple steps to return your item(s) through our stores:

  • Submit your return request: Go to your Sienna Goodies account by logging in and clicking on your profile. Proceed to Orders and go to the order you wish to return. Click on 'Arrange Return'. Go through the Returns Portal and choose the option 'Return in Store'. (If the 'Arrange Return' button is not present? Then the term for indicating return may have been exceeded, in that case please contact us).
  • If you return your return via one of our stores, please make sure to include the completed return form and send it to us no later than 14 days after your return request. When you hand in your return in the store, you will receive a receipt/email of return. Keep this as proof of return.

After proper receipt of your return, we will refund the relevant refund amount asap (within 14 days at the latest) via a reversal of your original payment. We will also send you an email confirming receipt of your return package and the processed refund. Please note that refunds will be 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.

Please note: you can only return your item(s) in stores. All refunds are handled by Sienna Goodies.


I placed my order with a guest account. Can I also return items via a Sienna Goodies return label?
Yes, this is possible through our return portal https://siennagoodies.shipping-portal.com/rp/

You can return your order in a few steps by entering your zip code and Track & Trace number.


Can I exchange my item(s)?
No. We do not exchange item(s), but if you want to order a different size, color or model, just place a new order in our webshop.

Please note that if you order the same model in a different size, you can request a refund of the shipping costs (if applied) by sending an email to [email protected]


Important general notes:

  • Damage/defects: If your item is unexpectedly damaged or defective, or if you have accidentally received a 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 cannot cover the costs of the return.

  • Hygiene: Earrings cannot be returned for hygienic reasons. Items sold with a hygiene seal (i.e. swimwear) that are broken or missing are also non-returnable. In addition, our gift cards and items made to order are non-refundable or non-exchangeable due to their personal nature.

  • Items in proper condition: Items must be complete (i.e. together with a strap 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 any items that have not been returned in accordance with our returns procedure, and we may ask you to refund the shipment of such goods to you.

  • Recalculations: Items purchased through a sale can be returned. For stack discounts (eg 20% from 2 pieces), the following must be taken into account: If items are returned that have been purchased with a stack discount, the return amount will be calculated taking into account the recalculated value of the shopping basket with retained items.

  • Further clarification regarding 'costs of shipping' and 'return costs':
    The shipping costs - only applicable for orders with a purchase value below € 100 (Belgium and the Netherlands only) - are the costs that you have paid when your order Sienna Goodies was sent to you. These costs will only be refunded when you return all the 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 due to our error or the items are defective.

  • Returns Responsibility: Sienna Goodies cannot bear any cost or responsibility related to the return initiated by the buyer.

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