Refund Policy

Refund Policy

EXCHANGES AND RETURNS

We strive to create the best shopping experience for you, but we are aware that sometimes a situation arises where an item may not be suitable, and you may need to exchange or return it.

You can exchange or return your order within 60 days of receiving the package. This means you have 60 days from the date you receive your item to request a return. If more than 60 days have passed since receiving the product, we unfortunately cannot offer a refund or exchange.

To initiate a return, you can contact us at info@sienna-boutique.com and include the order confirmation number, your first and last name, email or phone number, whether you wish to receive a refund or exchange the item, the reason for the return, and, if necessary, photos of any existing defects. After receiving your request, our customer service team will forward it to the appropriate department for evaluation, and if accepted, we will provide you with the complete return/exchange procedure, including the address to which the product should be returned.

Eligibility Criteria:

  • The returned item must be in the same condition as when you received it.

  • The item must be unworn, unwashed, and in its original packaging with all attached tags. Otherwise, we reserve the right to refuse the return in accordance with our sales terms.

  • If the item is NOT returned in the same condition in which the customer received it, Sienna Boutique reserves the right to refuse the exchange or refund.

Exchanges or refunds are NOT allowed in the following cases:

a) Incorrect size selection by the customer, despite the availability of a size chart with measurements in cm on each product page.

Further Specifications:

A proper shopping process is not limited to consulting the size chart. It is crucial that the customer takes their body measurements and compares them with the size chart to avoid mistakes. Return requests that do not follow this process will not be considered valid for acceptance.

Please note that measurements in the chart may vary by 1-3 cm, and this difference is not a valid reason for accepting the return.

A correct shopping process includes the recommendation that, in case of doubt between two sizes, the customer should opt for the larger size. Therefore, return requests based on a size being too small, without following this recommendation, will not be considered valid for return acceptance.

b) Product damage caused by the customer after receiving the item at home.

Sienna Boutique reserves the right to ask the customer to send photos of the received item showing the defect or non-compliance.

In the case of an exchange or return, the customer is responsible for the full return shipping cost.

IMPORTANT NOTICE

Our company strives to provide accurate and detailed information about the products offered, including clear descriptions, technical specifications, and images. However, it is important to understand that individual perception may vary from customer to customer. Therefore, we would like to clarify that personal expectations or subjective perceptions regarding colors, texture, material, or aesthetic aspects of products are not valid reasons for a return.

We acknowledge that every customer may have a unique perception when evaluating a product. Differences in subjective perception, however, cannot be regarded as defects or inaccuracies of the product. Furthermore, we would like to highlight some important aspects:

a) Color variations: Please note that the product colors shown on our website may slightly differ from the actual product colors. These color discrepancies will not be considered a defect or non-compliance. Therefore, it is not a valid basis for a return or refund, as such differences may depend on monitor settings or other technical factors.

b) Subjective perception: Subjective perception or personal expectations are balanced by the presence of specific information and a size chart on the product pages. This information reflects the product as accurately as possible. Therefore, personal expectations or subjective perceptions are not valid grounds for a refund.

We strive to ensure that product information is as accurate and transparent as possible to help our customers make informed decisions. If you have any questions or concerns about products before purchase, we encourage you to contact us for further clarification.

EXCHANGES

If the received item does not match the selected size, you can exchange it for a larger/smaller size or another item on our website. The item being exchanged must be returned within 30 days of receiving the package. The exchange will be shipped once the package has been received and inspected at our main warehouse.

REFUNDS

If your order is incorrect, you can return it and choose the refund option. The item for which you wish to receive a refund must be returned within 30 days of receiving the package. The refund will be processed once the package has been received and inspected at our main warehouse.

IMPORTANT

You can return the package using any logistics service. Unfortunately, we do not cover the shipping costs for your package, so we recommend choosing the most affordable delivery option with tracking. Any courier service is allowed for returns, and the customer is responsible for the return shipping costs.

Once the package is shipped, we need a photo of the shipping receipt. Without the receipt, no refund will be issued.

We will refund your purchase within 14 days of receiving the package at our main warehouse. The refund will be processed to the payment method used for the purchase unless the customer provides other instructions. If you provide us with an incorrect IBAN, the customer will be charged the cost of the refund transfer (€5) at the time of the refund.

Responsibility for Returns

If the customer decides to return an item to our warehouse, they will bear all shipping costs and logistical responsibility.

Important Notes:

Any courier service can be used; however, the customer is fully responsible for the package until it is delivered to our warehouse.

We are not liable for delays, customs issues, or losses caused by the chosen courier.

A refund will not be issued if the tracking shows that the shipment was not delivered or physically received.

It is strongly recommended to choose a reliable courier service with international tracking and to keep proof of shipping.

Policy for Failed Deliveries – Customer Responsibility

If a delivery fails due to reasons that are the responsibility of the customer, including but not limited to:

  • Incomplete or incorrect delivery address

  • Refusal to accept the package

  • Failure to pick up the package from the parcel shop or distribution center within the prescribed time

The package will be considered abandoned and may be destroyed by the delivery service.

In such cases, no refund will be issued as the product cannot be returned to our warehouse.

We ask all customers to carefully check their delivery information at checkout and ensure that someone is available to receive the delivery or pick up the package on time.

If you believe the failed delivery was due to an error on our part or the delivery service, please contact us immediately – we will investigate the case further.

Cancellation Policy

Please note that once an order is completed, it cannot be canceled. Once the order is placed, it will be immediately processed, and no changes or cancellations can be made.

Thank you for your understanding.

Unavailable Sizes and Colors

If the desired size or color is unavailable, our customer service will contact you after your order. You will receive a voucher equal to the value of your order. In this case, a refund is not possible, as our system does not recognize any irregularities with the order.

Damaged Item Report

Damaged items must be reported to our customer service within 3 days of the delivery date. The report must include clear photos showing the identified defect.

After this period, we cannot guarantee a refund or replacement for transport damage.