Return Policy

If you change your mind, you have the right to cancel your order within 14 days of receipt. You then have another 14 days to return it. We will then refund the full amount, including the shipping costs, unless you return part of your order. In that case, you will only be refunded the amount of the returned items.

Return shipping costs are at your expense and may vary. You can find the cost here on the page if you use our return label. If you prefer to use a different carrier, you can check their rates on their website.

Want to return? Make sure the product is returned in its original condition and packaging (with all accessories). Simply register your return via our return portal or, for orders collected in store, via email at info@siennagoodies.com .

Once we have received your return in good condition, we will refund you within 14 days via the payment method you used for payment.

Please note: If the product or packaging is damaged beyond what is necessary to inspect it, we may charge a depreciation fee or refuse your return. So make sure you pack it well!

There is one exception: items with discounts of 60% or more, such as from our stock sale or outlet, cannot be returned.

This is how you easily return your items

There are three ways to return items to Sienna Goodies so we can process your return request further:

1. You can submit a return request via our returns portal to receive a return label (important - only applicable to orders shipped via PostNL, not for in-store pickups). The cost of this service is €5.95* (Belgium) and includes Track & Trace information.
   Please see below for details on this procedure. Please note that other EU countries have different rates**. For customers living outside the EU, this option is not available.
2. You can return your items to Sienna Goodies via a postal service of your choice and at your own expense.
   Please send an email to info@siennagoodies.com if you choose this option so we can register your return.
3. You can return your items yourself in one of our Sienna stores in Antwerp or Ghent . Of course, there are no costs involved.
   For address details, please see the ' Our Stores ' tab. You can easily register your return request for this option by sending an email to info@siennagoodies.com . Important, refunds are always handled afterwards by Sienna Goodies.

Sometimes we get questions about 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 costs will be deducted from the refundable return amount when processing your return.
Costs for returns with our return label: Belgium: €5.95; Netherlands: €6.95; Luxembourg: €10.50; Germany: €11.50; France: €14.50.

**) Other EU countries: please contact us at info@siennagoodies.com

This is how you go about making a return

Step 1.
Always include the packing slip that was enclosed with your order with your return.

Step 2.
Please select the desired method for your return shipment to reach us and follow the relevant steps:

Online via our returns portal
Important - this option is only possible for orders shipped via PostNL, not for in-store collections)

Follow these simple steps to return your item(s) using our convenient return label:

1. Go to our returns portal
2. Follow the instructions on the screen to receive your return label. If this does not work, the period for indicating a return may have expired, in which case please contact us.
3. Print the return label.
4. Pack and close your return package securely in a sturdy box or bag of the right size (without logo) to protect the contents. Important: do not forget to include the packing slip with your return shipment!
5. Stick the return label firmly onto the parcel, making sure none of the label details are covered. Our logistics partner PostNL need to scan the barcode on the return label to process the return, so stick the return label on the OUTSIDE of the parcel. Also make sure to remove or hide any old addresses or shipping labels.
6. Bring your return package to your chosen return point. Please do this in a timely manner, so that your return arrives with us within 14 days at the latest.

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

After receipt of your return, we will process your return request further. We will refund the amount (= amount in euros of returned items minus the cost of the return label) within 14 days after receipt of your return package by reversing the original payment. We will also send you an email to confirm receipt of your return package and the processed refund. Please note that we are required by law to reimburse you via 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 a postal service of your choice
If you choose to return items via a postal service of your choice, please follow these steps:

1. Please send an email to info@siennagoodies.com with your return request within 14 calendar days from the day after you received your order. Please include your name, customer number, order number and item number(s) to be returned. You can find this information on the packing list that came with your order. Also clearly indicate that you intend to return your item(s) via a postal service of your choice. We will send you a reply as soon as possible to confirm that we have received your request.
2. You can then send your return shipment with the postal service of your choice - at your own expense - to: Sienna Goodies, Everdijstraat 41, 2000 Antwerp. Important: do not forget to include the packing slip with your return shipment! Make sure that we receive your return shipment within 14 days after your return request by e-mail. Otherwise, we will unfortunately not be able to process your return(s).

Upon receipt of your return package, we will refund the amount by reversing the original payment within 14 days of receipt of your return package. We will also send you an email to confirm receipt of your return package and the processed refund. Please note that we are required by law to reimburse you via the same payment method (i.e. online banking, online payment systems, credit card and/or gift card) that you chose when placing your order.

By delivery at one of our Sienna stores in Antwerp or Ghent
You can return your item(s) yourself in one of our boutiques in Antwerp (Sienna Antwerp) or Ghent (Sienna Ghent). Of course, there are no costs involved. For address details, see the tab 'Our Stores'.

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

1. Please send an email to info@siennagoodies.com with your return request within 14 calendar days from the day after you received your order. Please include your name, customer number, order number and item number(s) to be returned. You can find this information on the packing list that came with your order. Also clearly indicate that you intend to return your item(s) by handing them in at one of our stores.
2. If you return your item via one of our stores, please be sure to include the packing slip and have it delivered to us within 14 days of your return request. When you hand in your return in the store, you will receive a receipt/email of return shipment. Keep this as proof of return shipment.

After receipt of your return, we will refund the amount by reversing the original payment within 14 days after receipt of your return package. We will also send you an email to confirm receipt of your return package and the processed refund. Please note that we are required by law to reimburse you via the same payment method (i.e. 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 always handled afterwards by Sienna Goodies.

Exchanging items is not possible

We do not exchange item(s), but if you would like to order a different size, color or model, simply place a new order in our webshop.

Important general notes

Returns Responsibility: Sienna Goodies cannot assume any costs or responsibility regarding returns initiated by the buyer (customer) (whether with our return label or with a postal service of your choice).

Damages/defects: If your item is damaged or defective, or you accidentally received the wrong item, Sienna Goodies will cover the shipping costs for returning the item to us. If this is the case, please contact us immediately by email (info@siennagoodies.com) before returning the item! Without this prior notification, no refund will be given! If you are returning an item for any other reason (for example, it is different than expected or does not fit), we cannot cover the costs of returning the item.

For complaints in general we have a complaints procedure. More information about this procedure can be found on the customer service page 'complaints'

Hygiene: Earrings cannot be returned for hygienic reasons. Also, items sold with a hygiene seal (i.e. swimwear) where the seal is broken or missing, cannot be returned. In addition, our gift cards and items that are made to order cannot be refunded or exchanged due to their personal nature.

Items in good condition: 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 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 or charge a depreciation fee.

Settlements: Items purchased via a sale campaign can be returned. In the case of bulk discounts (e.g. 20% from 2 items), the following must be observed: If items are returned that were purchased with bulk discounts, the return amount will be calculated taking into account the recalculated value of the shopping cart with retained items.

Further clarification regarding 'shipping costs' and 'return costs':
- The shipping costs (or delivery costs) are the costs you paid when your order was shipped to you by Sienna Goodies. These costs will only be refunded if you return all items in your order. If you return only one or some of your items, the shipping costs will not be refunded.

- The return costs are the costs you pay when you return (part of) your order to Sienna Goodies. These costs are always for the customer. We only pay the return costs and the subsequent re-delivery costs (if applicable) if the return is the result of our error or the items are defective.