REFUND POLICY
At Sienna Cove, we value transparency, fairness, and your confidence in every purchase.
Please take a moment to review our return and refund policy before placing your order.
Order Confirmation & Policy Acknowledgment
When an order is placed on our website, it is assumed that the customer has read, understood, and agreed to the terms outlined in this Return & Refund Policy.
Our policy is clearly available on our website and included in your order confirmation email.
By completing your purchase, you confirm that:
• You have reviewed the return conditions, timelines, and non-returnable items
• You understand that minor measurement variations (1–3 cm), color perception differences, or fit preferences are not considered defects
• You agree to follow the approved return process before sending any items back
• In the event of a chargeback or dispute, this policy and order documentation may be used as supporting evidence
We always encourage you to reach out with questions before placing your order.
Before You Order – Sizing & Expectations
We strongly recommend reviewing our Size Guide before purchasing.
If you’re unsure about sizing, please contact us — we are happy to assist.
Please note:
• A 1–3 cm variation in measurements is normal due to manual production processes
• Our size chart serves as a guideline and does not guarantee fit
• Fit may vary depending on individual body shape and preferences
As a small boutique, every return impacts us. Checking sizing carefully helps us reduce waste and continue offering thoughtfully curated pieces.
Return Eligibility
Returns must be requested within 30 days of delivery, based on tracking confirmation.
To qualify for a refund:
• Items must be unworn, unwashed, and unused
• Items must be returned in original condition and packaging
• A return request must be submitted via email within the return window
Items that do not meet these requirements may not be eligible for a refund.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
• Underwear
• Swimwear
• Base-layer garments
• Items marked “Final Sale” or “Clearance”
• Gift cards
Unauthorized Returns
Returns sent without prior approval or shipped to an incorrect address will not be accepted or refunded.
How to Return an Item
Step 1: Contact Us
Please email us at info@sienna-cove.com with:
• Your order number
• The item(s) you wish to return
• A brief explanation
• Photos of the item(s)
We typically respond within 12–24 hours (Monday–Friday).
Step 2: Package & Ship
Once approved, securely package your item.
Prepaid return labels are not available. Return shipping costs are the responsibility of the customer.
International Returns
For international returns (including returns to our fulfillment partner in China), please note:
• Returns must be sent DDP (Delivered Duty Paid)
• All customs and shipping fees must be prepaid
• Returns not sent DDP may be rejected or destroyed by customs
• Clearly mark packages as “Returned Goods”
Sienna Cove is not responsible for parcels lost in transit or for customs charges resulting from incorrect declarations.
We strongly recommend using a tracked shipping method.
Refund Processing
Once your return is received and inspected:
• Refunds are processed within 7–14 business days
• Refunds are issued to your original payment method
• Original shipping fees are non-refundable
• Any customs fees incurred may be deducted
You will receive email confirmation once your refund has been issued.
Partial Refund or Store Credit Option
To reduce environmental impact and high international return costs, we may offer:
• A partial refund while you keep the item
• Or store credit issued as an Sienna Cove gift card
If this option is of interest, please mention it in your return email. We will guide you through available solutions.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery with:
• Your order number
• Clear photos of the issue
After review, we will offer a replacement or store credit.
Claims made after 48 hours may not be eligible.
If a replacement or store credit is declined, the matter will be treated as a standard return and return shipping will apply.
Not As Described Claims
We aim to present our products as accurately as possible.
Please note:
• Minor color variations due to lighting or screen settings are not defects
• A 1–3 cm measurement variation is normal
• Fit differences due to body proportions are not considered faults
If you believe your item significantly differs from the listing, please contact us with photos and a detailed explanation.
Return shipping is not covered in these cases unless a confirmed manufacturing defect is identified.
Delivered but Not Received
If tracking shows your order as delivered but you have not received it:
• Contact the courier immediately and file a claim
• Obtain a case reference number
• Check with neighbors or building management
Once delivery confirmation is issued, responsibility rests with the courier and recipient unless the courier formally acknowledges an error.
Refunds or replacements are not issued for packages marked delivered without official courier fault confirmation.
Return-to-Sender Orders
Packages that are refused, unclaimed, or incorrectly addressed:
• Do not qualify as valid returns
• Are not eligible for refunds under DDP shipping
Please ensure your shipping details are entered correctly and collect your parcel within the carrier’s timeframe.
Chargebacks & Disputes
We kindly ask that you contact us before filing a dispute.
In the event of a chargeback, we provide the issuing bank with all relevant documentation, including tracking confirmation and policy acknowledgment.
If the bank rules in our favor, no additional refund will be issued.
Refund Timelines
• Refunds are processed within 14 business days after approval
• Funds are returned to the original payment method
• A confirmation email is sent once processed
If your bank requires additional processing time, please contact them directly.
Still Need Assistance?
We’re here to help.
Please reach out via our contact form or email us at info@sienna-cove.com with any questions.
With gratitude,
The Sienna Cove Team