FREE SHIPPING ON US ORDERS OVER $150
Refund policy
Every item is carefully made, and will be thoroughly checked before shipping.
Measurements, material, and photos are all listed in descriptions of every item to ensure the item is being represented fully.
Handmade items may have slight imperfections, please appreciate these items for their character.
WHAT IS OUR ONLINE RETURNS POLICY?
A request for an exchange or return, must be submitted within 14 days of receiving your order.
The item(s) must be in original condition with the original packaging and all tags attached. Any garments that appear to have been worn, washed, or altered in any way will be refused. Please take care when trying on garments, as we cannot accept garments that have incurred any makeup stains or that smell of perfume. The item(s) must be returned to our warehouse before the refund or exchange can be issued. The ability to fulfil exchange requests will be subject to the availability ofgarments at the time at which the return is received for processing. There is a strict limit of 2 exchanges per transaction.
SWIMWEAR AND INNERWEAR: For sanitary reasons, please try on all swimwear over underwear and leave hygiene stickers in place.
SALE ITEMS: Items discounted from their original price are eligible to be returned for exchange or online store credit only, no refunds. This is as stated on each of the individual product pages.
PROMOTIONAL PERIODS: Items purchased using a discount or promotional code during a flash sale are eligible for exchange or online store credit only. No Refunds. This is subject to the terms and conditions of the individual promotion and includes all flash sale purchases. This excludes items purchased with any birthday code or welcome code where our standard policy applies.
Only authorised returns will be processed. Any returns sent without authorisation will be refused and it will be the responsibility of the customer to arrange collection of their garment.
Please note, the above returns policy applies to all purchases made via the sntforsienna.com website only. For any purchase made via our RED store, WeChat Mini Program or Taobao store, please refer to the platform returns policy which will apply.
HOW DO I ORGANISE A RETURN?
If you've met the above requirements, you may submit a Return Request through our website. Simply log in to your account and go to My Account. Go to Completed Orders, then click Return Item(s) next to the item you want to return. Fill out the following on the Return Request:
Item to returnReturn reasonSelect return for refund (if eligible), online store credit, or exchangeComments (optional)
Once done, click Submit Return Request. You will receive a confirmation e-mail once the Return Request is sent.
If you didn't make an account with us simply email hello@sntforsienna.com.
Once your return request has been authorised we will contact you via email and supply you with a Returns Authorisation (RA) Number, the return address details and a Returns Form, which should be included inside your return package. Please wait to receive all required returns information before sending any returns. We recommend using a registered postal service to return goods, and keeping a record of the tracking details, as we are unable to be held liable for the loss of your item being returned.
WHERE DO I SEND MY RETURNED ITEM?
All items purchased on our International website need to be returned to our Hangzhou warehouse. We will provide you with the full address details once your return has been authorised. Please do not return any items before requesting a Returns Authorisation (RA) Number.
HOW LONG WILL IT TAKE TO PROCESS MY REFUND?
Once we receive your return, please allow approximately 5 business days for your return to be processed at our warehouse. We’ll send you an email once our team has processed your refund. PayPal and Credit Card refunds can take up to 10 business days to clear back into your account. Your refund can only be credited back to the original payment method. Refunds for returns apply to the purchase price of the garments only.
Whilst we are working hard to get returns processed quickly, please allow extra time during peak and promotional periods. Thank you for your understanding.
HOW LONG WILL IT TAKE TO PROCESS MY EXCHANGE?
Once we receive your return at our store, please allow approximately 5 business days for your return to be processed by our team. We’ll send you an email notification once your exchange has been shipped so you know it’s on the way. Please note, exchanges are subject to availability at the time your return is received and the new item processed by our warehouse team. If you require a change of address for your exchange postage, you will need to contact us at hello@sntforsienna.com. and await our confirmation.
Whilst we are working hard to get exchanges processed quickly, please allow extra time during peak and promotional periods. Thank you for your understanding.
ARE RETURNS FREE?
The shipping cost of returning item(s) to SNT Forsienna for an exchange, online store credit or refund, is not covered or reimbursed by us. However, if you request an exchange, we will arrange the shipping of the new item to you at no additional cost.
We understand that some international postage can be costly, so we do not expect express shipping on returns. The returns approval period applies to the time in which a return must be requested.
WILL I BE CHARGED IF MY ORDER IS 'RETURNED TO SENDER'?
If an International order is returned to sender due to failed delivery, refusal, or unpaid duties and taxes, it will be processed as a refund once received back to our warehouse.
A return to sender fee is charged to SNT Forsienna by the courier and these will be passed back to the customer in these scenarios. These fees are unfortunately very high. A portion of the total return fee will be deducted from your refund. This fee is $100USD.
CUSTOMS DUTIES & TAXES
Any customs duties and sales taxes paid on your purchase are non-refundable through SNT Forsienna. However, you may be able to recover these by contacting your local customs office directly.