Frequently Asked Questions

On October 16, 2024, our webshop was renewed and transferred to a new platform. Therefore, your existing account is unfortunately no longer active.

Fortunately, you can easily reactivate your existing account on our renewed webshop. Go to the 'log in' page and click on 'create / reactivate account'. Fill in your name, the email address of your old account and a new password.

In your account you will find your details, orders and address book, and you can easily adjust your information.

Once your account is activated, you can change your password at any time or request a new password if you have forgotten it via 'forgotten password'. Please note: this only works if your email address is known in your activated account.

Yes, that is possible. After you have put your desired products in your shopping bag, you can order the products by clicking on the 'checkout' button in your shopping bag overview. You will then be redirected to our simple 1-page checkout. Fill in the requested information and place and pay for the order.

In the above process you always have the option to create a personal account later.

More information can be found on our customer service page 'Ordering'.

At Sienna Goodies you can choose from three delivery options:

• Home delivery (or to an address of your choice)
• Delivery to a pickup point
• Free collection in our stores in Antwerp and Ghent. During checkout you simply indicate your preference.

We ship your package with PostNL. Within the Benelux, delivery takes 1 to 3 business days , to France and Germany 1 to 4 business days.

For orders above €125 within Belgium and the Netherlands, shipping costs are free. Otherwise, the costs for delivery to a private address in Belgium are €5.95 and to a PostNL pickup point €4.95. In the Netherlands, the rates are €6.95 and €5.95 respectively.

Once your package has been shipped, you will receive a Track & Trace code to track your order.

Any questions? Please feel free to contact us at info@siennagoodies.com or by phone. More information can be found on our customer service page 'Delivery'.

Yes, we deliver to the Benelux, France and Germany.

Customers outside these delivery areas can have their order delivered to a PostNL point in Belgium or pick it up in one of our Sienna stores in Antwerp or Ghent. For an alternative, please contact info@siennagoodies.com and we will be happy to help you find a solution.

At Sienna Goodies you can choose from different payment options:

• Online banking (i.e. Bancontact/Mister Cash, iDEAL, KBC/CBC Online, Belfius Direct Net)
• Online payment systems (ie PayPal)
• Credit card (ie VISA, Master Card)
• Sienna gift card

Once you have placed and paid for your order, you will immediately receive an order confirmation email.

When paying via online banking, online payment systems, credit card or Sienna gift card, we can immediately see whether the payment has been successful and we will process your order as soon as possible.

For more information about payment methods, please see our customer page 'Payment'.

Do you want to use a Sienna gift card to pay for (part of) your order? You can! In our '1-page' checkout you will find a field under your order overview where you can easily enter your gift card code. The amount will then be processed directly in the total. You can also use multiple gift or value cards at the same time for one order.

Important: if you have created a gift card or voucher in our previous system (issued before October 16, 2024), the verification code is the code you can use in our new webshop (and of course also in the stores)

Do you have a promo code that you want to use? Enter it in the field below the order overview, and the discount will be calculated automatically. Please note: Promo codes are not valid for sale items, lifestyle products and gift cards. Promo codes cannot be combined with other discount campaigns / promo codes.

Yes, only if we have not yet shipped your order.

Once your order has been shipped, it is no longer possible to cancel or change it. After receiving your order, it is of course possible to return your item(s).

For more information, please see our customer service under 'Returns'.

At Sienna Goodies you can easily cancel your order within 14 days and then have another 14 days to return it. You will receive the full purchase amount back, including shipping costs if you return the entire order. The costs for the return shipment are at your own expense and differ per carrier.

There are three return options:

1. Sienna return label : Request via our return portal . Costs: €5.95 for Belgium and €6.95 for the Netherlands.
2. Own postal service : Choose a carrier yourself and pay the shipping costs.
3. Returns in store : Free in our stores in Antwerp or Ghent.

Once we receive your return, we will refund the amount within 14 days via the original payment method.

Please note: Earrings, gift cards, custom-made items and items without an intact hygiene seal cannot be returned. Also discounted items with a discount of 60% or more (from outlet or stock sale) cannot be returned. More information can be found on our customer service page 'Returns'.

Exchanging items is not possible. We do not exchange item(s), but if you want to order a different size, color or model, simply place a new order in our webshop.

Yes, this is possible via our returns portal https://siennagoodies.shipping-portal.com/rp/

By entering your zip code and the Track & Trace number (or order number), you can return your order in a few steps.