General Terms and Conditions

Sienna Goodies has been a member of BeCom, the quality mark for online purchases in Belgium and Luxembourg, for over 10 years. We strive to fully comply with the General Terms and Conditions of BeCom, which have been drawn up according to the most recent guidelines and legislation.

Our goal is to inform you well about your rights and obligations during your shopping experience with us. Please take the time to read these conditions.

You can download this page via this link: ' General Terms and Conditions Sienna Goodies '

General terms and conditions Sienna Goodies

Table of contents

Article 1 – Identity of the seller

Article 2 – Applicability and conditions

Article 3 – Our offer and your order

Article 4 – Right of withdrawal

Article 5 – Price

Article 6 – Payment

Article 7 – Conformity and warranty

Article 8 – Delivery and execution

Article 9 – Duration

Article 10 – Force Majeure

Article 11 – Intellectual property

Article 12 – Complaints procedure and disputes

Article 1 - Identity of the seller

We are:

Sienna Goodies bv
Everdijstraat 41
2000, Antwerp

Email address:
info@siennagoodies.com

Phone number:
+32 (0)3 257 06 87

Company number:
0890.955.985

Bank account number:
KBC Bank - IBAN BE46 7360 1192 8236

Article 2 - Applicability and conditions

1. Our general terms and conditions apply to all agreements with you as a customer. Certain conditions only apply to consumers (any natural person who, exclusively for non-professional purposes, acquires or uses products or services placed on the market). This is then clearly stated.
2. We only deliver to Belgium, the Netherlands, Luxembourg, France and Germany. If you provide a delivery address in another country, we may refuse your order.
3. To place an order, you must be at least 18 years old. If you are under 18, a parent or legal guardian must place your order. If we notice that a minor has placed an order, we can still refuse this order.
4. You can always find our general terms and conditions on our website. Placing an order on the website is considered as express acceptance of our general terms and conditions of sale. If you order online, we will also provide you with a copy of these general terms and conditions in a format that you can save or print, together with the order confirmation (or at the latest upon delivery). We recommend that you always do this.
5. If, in addition to these general terms and conditions, additional special conditions apply, the above also applies to the special conditions. If our general terms and conditions conflict with those special conditions, you as a consumer can always invoke the text that is most advantageous to you.
   
   

Article 3 - Our offer and your order

1. If an offer has a limited period of validity or is subject to certain conditions, we will explicitly state this in that offer.
2. We always describe as completely and accurately as possible what we sell you and how the ordering process will proceed. The description is in any case sufficiently detailed so that you can make a good assessment. If we use images, these are a true representation of the goods and/or services offered. However, to err is human.
   So if we have clearly made a mistake, we are not obliged to deliver afterwards.
3. To purchase a product, add it to your shopping cart. Then fill in your contact details, delivery details and billing details. Then choose your delivery method: send to a specific address, a collection point or pick up in one of our stores. In the last step, you will receive an overview of your order, accept our general terms and conditions and confirm your payment by pressing the order button with the caption 'place order and pay'. Once you have completed these steps, your order is final.
4. Your order is complete and the agreement between us is final once we confirm your order by email and once we have received approval for your payment transaction from the card issuer. If the issuer of your card refuses to agree to your payment to us, we cannot be held responsible for any delays in delivery and/or non-delivery of your order. Orders without valid payment in the name of the registered cardholder will not be accepted or processed.
   
   

Article 4 - Right of withdrawal

1. If you buy goods from us as a consumer, you have 14 days to decide that you do not want to keep the goods. This period of 14 days starts from the delivery. You can then return your order, without paying compensation and without having to give a reason for this (you pay the shipping costs for this yourself).
2. You must return the goods to us within 14 days after you have informed us that you wish to cancel the agreement. The costs of returning the goods are at your expense. If you use our return label when returning, we will indicate what the cost is (or make an estimate, if this cannot reasonably be calculated in advance). If the goods cannot be returned by post, or cannot be brought to one of our stores, we will find a suitable and reasonable solution with you. In the most extreme and very exceptional case, we will collect these goods from you and no costs will be charged for this.
3. You can return the goods by post or courier. You can use our return label or choose a postal service of your choice. You can also return goods in one of our stores.
4. We will refund you the full purchase price within 14 days after we have received your entire order or after you have indicated that you wish to cancel the agreement, whichever is the earliest. The refund can only take place if the returned goods have actually been received by us.
   - There is one exception: you cannot return goods that you have purchased with discounts of 60% or more, for example goods from a
   stock sale or outlet.
   - The refund will include the delivery costs, unless (1) you only return part of your order and/or (2) you chose a delivery method other than the cheapest standard delivery offered by us when placing your order.
   - Return costs are always borne by the customer, unless the
   return is the result of an error on our part (e.g. delivery of incorrect or defective goods). If you use our returns label we will deduct the cost of this from your return amount (see our returns procedure for details and prices).
   - The refund will be made using the same payment method you used to pay.
5. During the first 14 days after delivery, we expect you to handle the order and packaging with care. If you still want to be able to return the goods, you may only unpack or use them to the extent necessary to assess whether you wish to keep them (as you would do in a shop). For example, returned goods may be tried on but not used. If you return the goods, this must be done with all delivered accessories, in their original condition, if possible together with the original packaging, and taking into account our instructions. If you go beyond what is necessary to assess the properties of the goods and the goods are thereby diminished in value, we may apply a proportional reduction in value to the refund or even refuse the goods.
6. Some goods are not covered by the right of withdrawal. These goods cannot be returned for hygienic reasons or because of their personal nature. Examples of goods that cannot be returned for hygienic reasons are earrings or goods with a hygiene seal, such as swimwear. Examples of goods that cannot be returned because of their personal nature are gift vouchers and goods that have been made to order or modified, such as alterations.
7. To exercise your right of withdrawal quickly and correctly, please follow our return procedure . If this is not possible, you can fill in the model withdrawal form (via this link ) and email it to info@siennagoodies.com. We will send you an email confirmation of receipt of your withdrawal.
   
   

Article 5 - Price

1. During the period we state in our offer, our prices will not change, except for price changes due to changes in VAT rates.
2. Our prices include all taxes, VAT, duties and services, so you will never be faced with surprises.
3. We can decide to charge shipping costs on top of the purchase price. In that case, we will always report this before you finally place your order.
   
   

Article 6 - Payment

1. We can only accept payment via the payment modules on our website.
2. We accept Bancontact, KBC/CBC, Belfius, iDeal, Paypal, Mastercard and Visa.
3. To ensure secure online payment and the security of your personal data, we use SSL technology. SSL ensures that your transaction data is encrypted and made unreadable when sent via the internet. You do not need any special software to pay with SSL. You can recognize a secure SSL connection by the "lock" in the bottom status bar of your browser.
   
   

Article 7 - Conformity and warranty

1. We guarantee that our goods are in accordance with your order and meet the normal expectations that you may have, taking into account the specifications of the product. We also guarantee that our goods comply with all laws as they exist at the time of your order.
2. You are entitled to the statutory warranty if the delivered product does not correspond to what you purchased and if this is discovered within two years of delivery. You must inform us of anything wrong within two months from the moment you noticed the problem. If the product shows defects or damage within the first two years of delivery, we will assume that the problem already existed upon delivery, unless we can prove that this is not the case. You cannot claim the statutory warranty for adjustments to the delivery time or for defects that you were already aware of when ordering.
   - If you have any complaints about the conformity of the product, you can contact us at info@siennagoodies.com .
   - To the extent possible and reasonable, you have the choice between repair or replacement. Only when repair or replacement is excessive or impossible, or cannot be carried out within a reasonable period, do you have the right to demand a price reduction or the termination of the sales agreement.
3. Exclusions: The legal guarantee is void if the problem is caused by negligence, an accident, a fall, a disaster, or by not following the instructions for use or maintenance. The guarantee is also void in the event of poor maintenance, abnormal, commercial, inappropriate or incorrect use. In addition, the guarantee is no longer valid if a third party has modified, treated or edited the product.
4. Use of the products: Sienna Goodies is not responsible for theft of the product (except during transport arranged by Sienna Goodies), loss or material or other damage of any nature whatsoever that you or a third party may incur as a result of using the product.
   
   

Article 8 - Delivery and execution

1. All goods will be delivered to the address you specified when placing your order.
2. If the goods are in stock, the delivery period is in principle 1-3 working days. If a good is not in stock, the delivery period will be 2-6 working days, or in exceptional cases longer. We will inform you about the delivery period in the order confirmation or by email as soon as the out-of-stock of a good has been noticed and established.
   - In case of force majeure (see article 10) and/or during holidays and/or sale periods / promotions/offers, delivery times may be slightly longer.
3. Deliveries are made on working days (Monday-Friday) and Saturdays, except on public holidays. Orders for collection in one of our stores can be collected on working days and Saturdays (and the first Sunday of the month). Deliveries are made according to the 'track & trace' information communicated by our postal service. Orders for collection are ready in the chosen store after we have sent you an email about this.
4. There are three delivery options to choose from during checkout:
   - Home delivery: Have your package delivered to your home address or another address, such as your work.
   - Delivery to a Pickup Point: Choose a nearby pick-up point for flexible collection.
   - Pick up in store: Pick up your order at our Sienna stores in Antwerp or Ghent.
   We work together with PostNL for deliveries within the Benelux, France and Germany. For deliveries to other countries you can contact us via info@siennagoodies.com for a personal proposal.
5. The shipping costs are as follows:
   - Home delivery: Belgium €5.95, Netherlands €6.95, Luxembourg €10.50, Germany €11.50, France €14.50. Orders above €125 in Belgium or the Netherlands are free. Home delivery for other countries is not possible. Customers from these other countries can only choose delivery to a 'Pickup Point in Belgium' or 'Collect in store'. These customers can also request an alternative personal proposal by contacting us at info@siennagoodies.com
   - Pickup Point: Belgium €4.95, Netherlands €5.95. Orders above €125 are also free here.
   - Pick up in store: No shipping costs.
6. After your order you will receive a confirmation email. As soon as your package has been shipped via PostNL, you will receive Track & Trace information to follow your delivery. For pick-ups in our store you will receive an email when your order is ready in the store in question. If you have any questions, we are happy to help you via info@siennagoodies.com or telephone +32 3 257 06 87. For more information about shipping, go to our customer service page ' Delivery '.
7. If we are unable to deliver on time, we will always notify you before the expiry of the expected delivery period. We will then agree on a new delivery period with you. If we also fail to meet this second period, you as a consumer may cancel the agreement free of charge. We will then pay you back within 30 days of the cancellation.
   If we do not notify you before the expiry of the initially planned delivery date, you as a consumer may immediately cancel the agreement free of charge upon expiry of that period. We will then refund you within 30 days of the cancellation.
8. Our shipments are always at our risk. So you don't have to worry about goods getting lost or damaged in the post. However, if you return goods to us within 14 days of purchase because you prefer not to keep them (see article 4), you are responsible for the transport.
9. Visible defects must be reported as soon as possible and certainly within 3 days of delivery, with attached photos of the packaging and damaged or non-compliant goods, via email info@siennagoodies.com . When we talk about visible defects, we are thinking for example of goods that were damaged during transport, do not correspond to the items listed on the delivery note or do not correspond to the items you ordered (visible defects).
10. We are not responsible for any consequential damages due to late delivery or non-delivery by our carrier. Our liability is in any case limited to the value of the items that you demonstrate that you have not received.
    
    

Article 9 - Duration

1. If you have entered into an agreement with us for an indefinite period (and therefore without a fixed end date), you can cancel it at any time. When cancelling, you must respect the cancellation rules. This means that you must inform us by e-mail that you want to cancel the agreement (to info@siennagoodies.com ) and that a notice period of one month applies.
2. An agreement entered into for a fixed term runs for a maximum of two years.
3. If the fixed-term agreement includes the sale of goods, and it has been agreed that this agreement will be tacitly extended if you do not cancel in time, then this agreement becomes an agreement of indefinite duration. Again, you can always cancel it, taking into account the cancellation rules and term.
   
   

Article 10 - Force Majeure

1. In the event of force majeure, we are not obliged to fulfil our contractual obligations. In that case, we can either suspend our obligations for as long as the force majeure situation lasts, or terminate the agreement definitively. Because there is force majeure, we are not liable to pay you any compensation.
2. Force majeure is any circumstance beyond our control and will that prevents the fulfillment of our obligations in whole or in part. This includes, among other things, strikes, fire, business disruptions, power failures, disruptions in a (telecommunications) network or connection or used communication systems and/or the unavailability of our website at any time, non-delivery or late delivery by suppliers or other third parties, ...
   
   

Article 11 - Intellectual property

1. Our website, logos, texts, photos, names and all our communications in general are protected by intellectual property rights that belong either to us or to our suppliers or other rights holders.
2. It is prohibited to use and/or make changes to the intellectual property rights as described in this article. For example, you may not copy or reproduce drawings, photos, names, texts, logos, color combinations, etc. without our prior and express written permission.
   
   

Article 12 - Complaints procedure and disputes

1. We always hope that all our customers are 100% satisfied. If you still have complaints about our services, you can contact us by email info@siennagoodies.com . We will do everything we can to handle your complaint within 7 days and resolve it to your satisfaction.
2. All agreements that we conclude with our customers, regardless of their place of residence, are exclusively governed by Belgian law. If, for reasons of international law, another law applies, the interpretation of these general terms and conditions will first be based on the Belgian Market Practices and Consumer Protection Act as included in the Code of Economic Law.
   In case of disputes, only the competent Belgian courts have jurisdiction.
3. As a consumer, you also have the option of resolving the dispute out of court. You can do this by contacting the Consumer Ombudsman Service of the Federal Government. It is authorised to receive any request for out-of-court settlement of consumer disputes. It will in turn either handle the request itself or forward it to a qualified entity. You can reach the Consumer Ombudsman Service via this link: http://www.consumentenombudsdienst.be//nl
4. In case of disputes of a cross-border nature, you can also use the European Union's Online Dispute Resolution platform via this link: http://ec.europa.eu/odr
5. If we are unable to resolve the matter together via our personal complaints service (see article 12.1), you can contact Becom. If your complaint is accepted by Becom, they will mediate neutrally between us and you as a customer. Please note that only complaints submitted via the complaints form at https://becom.digital/nl/consumers-complaints/ will be processed. This way, Becom immediately has all the correct information to further process your complaint.
   
   
   

Last update: October 16, 2024