Apart from our Vicuña products, sentaler.com and SENTALER Flagship purchases can be returned or exchanged as long as the items are unworn, in original condition and packaging, with the original tags attached. Return/exchange requests will be accepted within 14 calendar days of receiving your purchase. Contact our Customer Care team at service@sentaler.com or +1 888 259 3374 to request a complimentary return label or to schedule a return/exchange appointment at the SENTALER Flagship. Once you are issued a Return Authorization, you will have 7 calendar days to drop your return order off at your nearest authorized drop-off point. Please visit our Returns & Exchanges Policy for more details on the return/exchange process.

Please note, for orders outside of Canada and the U.S., duties and taxes are non-refundable.

SENTALER products purchased outside of the SENTALER Flagship or sentaler.com, are not eligible for a return/exchange.

We offer size assistance on each product page, where you may compare the standard size you wear with the size we recommend for you. You may also take your own manual measurements (bust, waist and hip contour) to compare against our size chart. If you are unsure what size to select or would like to inquire into how a particular item fits, contact our Customer Care team at service@sentaler.com or +1 888 259 3374.

We ship worldwide, though some countries may be excluded. We will notify you via email should we be unable to ship your order to the desired destination.

We offer free expedited shipping and returns. 

Canada and U.S.: there are no additional costs on top of your order.

International: most countries will either have the duties and taxes already included in the product price, or duties and taxes will be separately displayed at checkout.

Note that for a few countries, duties and taxes will be billed separately once the order is on its way. The amount is determined and collected by the local government. The duty and tax may be applied to the item you purchased, as well as the value of our free shipping costs.

Sentaler.com orders will be reviewed within one to three business days from the time of order, at which point your item will go out with complimentary expedited shipping. Note that this order review may take longer in instances when a local Canadian holiday is being observed. Please visit our Shipping Policy page for more details on expected timelines.

Express shipping is available for most delivery locations. Should you be eligible for this express shipping option, you will be able to select the applicable option at checkout.

All purchases are charged at the time of checkout, regardless of their expected shipping date. In instances where an item is on pre-order, you will be charged at the time you place your order. Once your order is on its way to you, we will notify you via email so that you may track the package.​​

This depends on the style. If the item/size is sold out, the product page will either say that this item/size is available for pre-order, or if the item is not available for order, you may contact us to inquire into whether there will be a restock of that item in the near future.

Contact us to inquire into whether we are able to make a Special Order for you, where we may combine different alpaca fabric and colors to make a one-off coat made for you from an already existing coat style. A Special-Order fee will apply, and the item will not be eligible for a return or exchange.

We offer alteration services for customers that can come in for a fitting at the SENTALER Flagship. Most alterations can be completed in two weeks, however, should you require an urgent alteration, please let us know. Once an item undergoes any form of alterations, that item is no longer eligible for a return or exchange. Contact us to book your alterations appointment.