Refund policy

Returns

Timeframe:
You have 14 days from the date you received the product to return it.
If 14 days have passed, unfortunately, we cannot offer a refund or exchange.

Conditions:
The returned product must be in the same condition as when you received it—unused and in its original packaging.
For products where hygiene is important, they must be thoroughly cleaned before starting the return process.

Exclusions:
For hygiene reasons, some products cannot be returned, such as underwear, lingerie, tights, and certain personal care products.

Initiating the return process:
If you wish to return a product, please send an email to: info@sienna-lane.com
Include your order number, reason for return, a photo of the product (if damaged), and your contact details.

Refunds

Procedure:
Once we receive and verify your return, we will send you an email to approve or reject the refund.
If approved, your refund will be automatically processed within 30 days to your credit card or original method of payment.

Late or missing refunds:
If you haven't received your refund after 30 days, please check your bank account first.
If you still haven't received it, please contact us at: info@sienna-lane.com.

Costs

Return shipping costs:
Customers are responsible for return shipping costs.
We recommend using Track & Trace for returns, as we are not responsible for lost returns.
Returns must be shipped to China. Shipping costs start at €20 and are the responsibility of the customer.

Exceptions

Defective or incorrect products:
If you receive a defective or incorrect product, we will send you a replacement free of charge.
If there is another error with the second delivery, you will receive a full refund.

Order cancellation:
Orders cannot be canceled after they have been placed due to our automated system.

For any questions or additional information about our return policy, please feel free to contact us at: info@sienna-lane.com.