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RETURNS

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

 

UPDATE: Sienna Goodies now offers return labels which further simplify the return process at an even lower cost! Read more below.

 

Can I exchange or return my purchase?

We hope that you love your purchase, but understand that sometimes things just aren't quite right. Our returns policy means you have 14 days from receipt of your order to let us know you want to exchange or return an item, and a further 14 days to return the item directly to Sienna Goodies for a refund or an exchange.

If your item is damaged, faulty, or you have received an incorrect item, Sienna Goodies will refund the delivery cost of sending the item back to us. If you are returning an item for any other reason (e.g. it is different to expected or doesn’t fit), we are unable to cover the cost of return.

For reasons of hygiene, earrings can’t be returned. Also, items sold with a hygiene seal (i.e. swimwear) where that seal has been broken or missing can’t be returned. Furthermore, our gift cards and items made to order are not refundable or exchangeable due to their personalized nature.

Important: items must be complete (i.e. together with a belt if that was part of the original product) and in their original packaging with their price tags attached, and not have been worn, washed or damaged in any way. Sienna Goodies reserves the right to reject the return of items, which are not returned in accordance with our Returns Procedure, and we may request that you pay for the shipping of such goods back to you.

Sienna Goodies cannot carry any cost or responsibility regarding the return shipment initiated by the buyer.

 

How can I send back items for exchange or return?

There are three ways to send back items to Sienna Goodies so we can further handle your exchange and/or return request:

 

  1. NEW: You can send back your items to Sienna Goodies VIA DPD USING OUR RETURN-LABEL. The cost of this service is €3,95* and includes track & trace information. See below for details about this procedure. Note: This service is only applicable for Benelux customers. For (most) other EU customers, different rates apply**. For customers living outside the EU a return label is not available.
  1. You can send back your items to Sienna Goodies VIA A POSTAL SERVICE OF YOUR CHOICE and at your own cost (which is likely to be higher than our return label).
  1. You can return your items yourself to one of OUR BOUTIQUE-STORES IN ANTWERP: Sienna, Sienna & Lois or Sienna & Faye. Obviously, no costs are involved here. For address details please see the ‘Boutiques’-tab. Important: Items bought online can only be returned to our boutique-stores; exchanges and refunds are always handled by Sienna Goodies.

 

*) You don’t have to pay this amount when sending the items back. The cost of this service is offset against the amount that needs to be refunded or original order payment.

**) Cost of return using our return label: Benelux: €3,95; Germany: €5,75; France: €9,50; United Kingdom: €7,50. Other EU countries: please contact us via info@siennagoodies.com

 

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

 

VIA DPD USING OUR RETURN LABEL:

To return your item(s), please follow these simple steps:

  1. Please send your request for return by email to info@siennagoodies.com within 14 calendar days, counting from the day after you received your order. When doing this, please mention your name, customer number, order number and the item number(s). You can find this information on the packing list that is included in the order. Also, clearly highlight you wish to receive a return label.
  1. We’ll send you a reply asap confirming we have received your request. In this reply we’ll also send you the return label for your return. Please ensure that we receive your returns within 14 days after your return request email. Otherwise we will unfortunately not be able to process your returns.
  1. Please print the return label. The left part of the print (see picture below) is the actual return label that needs to be attached on the outside of the return parcel. The right part is the ‘receipt for customer’.

Returnlabel example

  1. Wrap and seal your return parcel securely, using an appropriately sized sturdy box or bag (not showing a logo) to protect the contents. Important: Don't forget to include the packing list – which is always included in your original order – when sending your returns!
  1. Affix only the return label (left part of the print) securely on the parcel making sure that none of the details of the label are covered. Our logistics partner DPD needs to scan the barcode on the return label to process the return, so please stick the return label on the OUTSIDE of the parcel. Do not obstruct or obscure the return label. In addition, be sure to remove or conceal old addresses or shipping labels.
  1. Take your parcel to the DPD pickup parcelshop that is most convenient for you and have your ‘receipt for customer’ signed by the parcelshop employee. Keep the signed receipt as proof of postage.

Click one of the following two links to find your nearest parcelshop:

- For Belgium: https://www.dpd.com/be_particulieren#!pickup

- For all EU countries: www.pickup.fr

To track your parcel, just enter the parcel number that is mentioned on your ‘receipt for customer’ on the following website: https://www.dpd.com/tracking

  1. When following these instructions, the return process should normally take 2-5 working days. In some occasions returned parcels may be delayed, especially during seasonal holidays. Please allow up to 10 working days before contacting us.
  1. Upon good receipt of your return parcel we’ll further process your return request. We’ll credit the refund amount (= euro amount of returned items minus the returnlabel cost) to your bank account within 7 days of receipt of your return parcel. At this stage, we’ll also send you an email confirming good receipt of your return parcel and processed refund. Note that refunds are made using the same payment method (i.e. online banking, online payment systems, credit card and/or gift card) that you have chosen when placing your order.

 

VIA A POSTAL SERVICE OF YOUR CHOICE:

If you choose to return items using a postal service of your choice, please also send an email to info@siennagoodies.com with your request for return within 14 calendar days, counting from the day after you received your order. When doing this, please mention your name, customer number, order number and the item number(s). You can find this information on the packing list that is included in the order. Also, clearly highlight you intend to return your item(s) via a postal service of your own choice.

We’ll send you a reply asap confirming we have received your request.

Subsequently, you can send your returns –at your own costs – to: Sienna Goodies, Everdijstraat 41, 2000 Antwerp. Important: Don't forget to include the packing list when sending your returns! Please ensure that we receive your returns within 14 days after your return request email. Otherwise we will unfortunately not be able to process your return(s).

Upon good receipt of your return parcel we’ll credit the refund amount to your bank account within 7 days of receipt of your return parcel. At this stage, we’ll also send you an email confirming good receipt of your return parcel and processed refund. Note that refunds are made using the same payment method (i.e. online banking, online payment systems, credit card and/or gift card) that you have chosen when placing your order.

 

VIA DROP-OFF IN ONE OF OUR BOUTIQUE-STORES IN ANTWERP:

You can return your item(s) yourself to one of our boutique-stores in Antwerp, Sienna, Sienna & Lois or Sienna & Faye. Obviously, no costs are involved here. For address details please see the ‘Boutiques’-tab.

To do this, please send an email to info@siennagoodies.com within 14 calendar days, counting from the day after you received your order. When doing this, please make sure that you mention your name, customer number, order number and the item number(s). You can find this information on the packing list that is included in the order. Also, clearly highlight you intend to return your item(s) to one of our boutique-stores in Antwerp yourself.

We’ll send you a reply asap confirming we have received your request.

Subsequently, you can bring your returns to one of the stores. Important: Don't forget to include the packing list when sending your returns! Please ensure that we receive your returns within 14 days after your return request email. Otherwise we will unfortunately not be able to process your return(s). In the store, you will receive a receipt of return. Please keep this as a proof of return.

Note that you can only return your item(s); we don’t pay cash for returned goodies in the boutique-stores. We’ll credit the amount to your bank account within 7 days upon good receipt of your returns. Refunds are made using the same payment method (i.e. online banking, online payment systems, credit card and/or gift card) that you have chosen when placing your order. At this stage, we’ll also send you an email confirming good receipt of your returned item(s) and processed refund.

 

FYI - Further clarification regarding 'cost of shipment' and 'return cost':

The cost of shipment - only applicable for orders with a purchase value below €100 - are those costs that you have paid at the moment your order was shipped by Sienna Goodies to you. These costs are only refunded when you return all items of your order. If you return only one or some of your items the cost of shipment is not refunded. 

The return cost is the cost you pay when you return (part of) your order to Sienna Goodies. We will only pay for the return costs (via a DPD return label, available upon request) and subsequent re-delivery costs (if applicable) if the return is a result of our error or the items are faulty. 

 

Can I exchange my item(s)?

Do you want to exchange your purchased item(s) for a different size or colour? That’s no problem! Please send a request for exchange by email to info@siennagoodies.com within 14 calendar days, counting from the day after you received your order. When doing this, please make sure that you mention your name, customer number, order number and the item number(s). Also, clearly highlight how you wish to return the items to us (see three options mentioned above).

We’ll send you a reply asap confirming we have received your request. In this reply we’ll also mention whether the exchange request is possible, depending on stock, and send you a return label (if requested). Please ensure that we receive your returns within 14 days after your exchange request email. Otherwise we will unfortunately not be able to process your exchanges.

To return the items to us please follow the steps outlined in the previous paragraph, called: ‘What exactly do I need to do to return (part of) my order?’

On receipt of your return, we’ll send you the requested exchange item(s) or have it ready for you to pick up in one of our boutique stores – depending on what’s preferred. This will be at no cost. However, if – in the unfortunate case – this new size or colour is also not to your liking you can return the item to us again. We’ll then refund you the money but know we’ll also distract the shipment costs of the second (new size) shipment.

 

Can I exchange my item(s) at the Sienna, Sienna & Lois or Sienna & Faye boutiques?

No, you can only return your goodie(s) to the boutiques. All refunds and exchanges are handled by Sienna Goodies.

 

 



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