FREQUENTLY ASKED QUESTIONS
SENTALER is committed to providing a seamless and transparent shopping experience. Below you will find answers to commonly asked questions regarding orders, shipping, returns, sizing, product care, and alpaca materials. Should you require additional assistance, our Customer Care team will be pleased to assist.
Orders & Purchasing
How do I place an order?
Orders may be placed directly at sentaler.com at any time. If you require assistance selecting a style, size, or color, our Customer Care team is available at service@sentaler.com or +1 888 259 3374.
When do I pay for a pre-order item?
All purchases, including pre-orders, are charged at the time of checkout. Once your order has been dispatched, you will receive a confirmation email with tracking information so you may follow your shipment in real time.
Do you restock sold-out items or sizes?
Restocks vary by style and season. If an item or size is sold out, the product page will indicate whether it is available for pre-order. If no pre-order option is shown, please contact us at service@sentaler.com to inquire about future availability.
Can I modify or cancel my order after placing it?
Order modifications or cancellations may be accommodated if the order has not yet been processed. Please contact our Customer Care team at service@sentaler.com as soon as possible with your order details.
What payment methods do you accept?
SENTALER accepts the following payment methods: Visa, Mastercard, American Express, Discover, Diners Club, JCB, UnionPay, PayPal, Apple Pay, Google Pay, and Shop Pay. For any additional details, please visit our Payment Methods page.
Can I update my payment details after placing an order?
Payment is captured at the time of checkout to secure your order. If you need assistance modifying or cancelling an order after it has been placed, please contact our Customer Care team at service@sentaler.com immediately with your order number.
Do you store my payment information?
No. SENTALER does not store your credit card details. All payments are securely processed through trusted third-party payment providers using encrypted connections that meet industry security standards.
Some express checkout services, such as Shop Pay or PayPal, may allow customers to securely save payment details within their own platforms.
Why was my payment declined?
Payments may be declined for several reasons, including incorrect billing information, insufficient funds, or security verification by your card issuer. If your payment is declined, we recommend confirming that your billing details match your card exactly and contacting your financial institution if the issue persists. You may also try completing your purchase using an alternative payment method.
Does SENTALER offer payment plans or installments?
At this time, SENTALER does not offer installment payment plans. All purchases are processed in full at the time of checkout using one of our accepted payment methods.
Can I include a personal note or gift message with my order?
Yes. Please contact us at service@sentaler.com following your purchase with your message, and we will be pleased to include it with your order.
Shipping
Do you offer free shipping and returns?
Yes. SENTALER offers complimentary expedited shipping and free returns worldwide on all online orders. For full details, visit our Shipping Policy and Returns & Exchanges pages.
What countries do you ship to?
SENTALER offers complimentary worldwide shipping. While we ship to most destinations globally, some countries may be excluded. Should we be unable to ship your order to your desired destination, we will notify you by email. For full details, visit our Shipping Policy page.
Are there any additional costs for my order?
Canada and U.S. orders incur no duties and no shipping fees. For most international destinations, including the UK, EU, Australia, New Zealand, UAE, Qatar, Saudi Arabia, Japan, Hong Kong, Singapore, and many others, duties and taxes are either included in the displayed price or shown separately at checkout. In a small number of regions, duties and taxes may be billed separately by local authorities once the order is in transit. Please visit our Shipping Policy for a full regional breakdown.
When will I receive my order?
Orders are reviewed and processed within 1–3 business days, after which they are dispatched with complimentary expedited shipping. Delivery estimates are 2–5 business days for Canada and the U.S., and 3–7 business days internationally. Processing may take slightly longer during peak periods or holidays. Please visit our Shipping Policy for full timelines.
Can I request express or priority shipping?
Express shipping is available for most delivery destinations and can be selected at checkout where applicable. Priority shipping fees are $150 CAD for Canadian orders, $150 USD for U.S. orders, and $300 CAD for international orders.
Can I update my shipping address after placing an order?
Address updates may be accommodated if the order has not yet been dispatched. Please contact us immediately at service@sentaler.com with your order details.
How do I track my order?
Once your order has been dispatched, you will receive a confirmation email with tracking details, allowing you to follow your shipment in real time. If your tracking has not updated within 48 hours of dispatch, please contact us at service@sentaler.com.
What if my package is delayed or lost?
All shipments are insured. If your package is delayed, we recommend checking your tracking information first. If your order is lost or arrives damaged, please contact us at service@sentaler.com within 3 calendar days of the expected or actual delivery date with your order number and relevant details.
What carriers does SENTALER use?
Orders are shipped via trusted global carriers, including FedEx and UPS, to ensure secure and timely delivery. A signature is required for delivery to ensure the safe receipt of your order.
Returns & Exchanges
What is the return and exchange policy?
With the exception of Vicuña products, gift cards, altered items, and special orders, items purchased at sentaler.com or at a standalone SENTALER location may be returned or exchanged within 14 calendar days of receipt of merchandise, provided they are unworn, unused, undamaged, in their original condition, with all original tags attached and returned in their original packaging. Proof of purchase is required.
How do I initiate a return or exchange?
For online purchases, please contact our Customer Care team at service@sentaler.com or +1 888 259 3374 within 14 calendar days of receiving your order. An authorized return label and instructions will be provided within 1–2 business days. Items must be dropped off at an approved carrier location within 7 calendar days of receiving the return label. For in-store purchases, items must be brought directly to a standalone SENTALER location within 14 calendar days of the original purchase date.
When will I receive my refund?
Once the returned item has been received and inspected, approved refunds are processed within 1–3 business days and issued to the original method of payment. Your financial institution may require additional processing time.
Are duties and taxes refunded for international orders?
For orders outside Canada and the United States, duties and taxes are non-refundable.
Can I return or exchange an item purchased as a gift?
Yes. Gifts may be returned by mail or at a standalone SENTALER location within 14 calendar days of receipt of merchandise, provided they meet our eligibility requirements and are accompanied by proof of purchase. Approved refunds for gift returns are issued as store credit in the form of a SENTALER gift card.
Can I return or exchange an item purchased through a third-party retailer?
Items purchased through third-party retailers, including department stores, must be returned to the original place of purchase. SENTALER is unable to process returns or exchanges for items purchased outside of sentaler.com or a standalone SENTALER location.
What if I received the wrong item?
Please contact our Customer Care team at service@sentaler.com within 3 calendar days of receipt of the merchandise with your order number and a description of the discrepancy, and we will resolve the matter promptly.
Product Care
How easy is it to care for a SENTALER piece?
SENTALER outerwear is designed to be remarkably easy to care for. Alpaca fibre is naturally durable and resilient, meaning your coat requires very little effort to maintain. With proper storage and occasional dry cleaning as needed, a SENTALER piece will retain its beauty and structure for many years.
How should I clean my SENTALER coat or accessory?
Dry clean only. Do not steam. Due to the natural durability of the alpaca fibre and the craftsmanship of each piece, dry cleaning is only needed occasionally, not after every wear. We recommend using a trusted dry cleaner with experience handling fine natural fibres and shearling.
How should I store my SENTALER coat?
Store your SENTALER in its protective garment bag, in a cool, dry place. Avoid storing in plastic, which can trap moisture, and keep away from direct sunlight or heat sources that may affect the integrity of the fibre over time.
What should I do if my coat develops creases during storage?
Should natural creasing occur during storage, hang your coat with ample space around it, and most lines will release naturally within 24–36 hours. Do not steam.
What should I do if my coat gets wet?
If your coat is exposed to rain or moisture, gently shake off any excess water and hang it in a well-ventilated area to dry naturally. Do not apply direct heat. Once dry, return it to its garment bag for storage.
How do I remove lint or surface debris?
A soft garment brush or lint roller used with light pressure is recommended. Always brush in the direction of the fibre to avoid disturbing the surface texture.
What should I do if my alpaca garment develops pilling?
High-quality alpaca, particularly Baby Alpaca, is significantly more resistant to pilling than cashmere or traditional wool due to the length and fineness of its fibres.
Should minor surface pilling occur over time, a soft garment brush can be used gently in the direction of the fibre to remove any pilling without damaging the fibre. If you are unsure, please contact our Customer Care team at service@sentaler.com for guidance.
Does alpaca require special care compared to other luxury fibres?
Alpaca is one of the easiest luxury fibres to care for. Its natural durability means it holds its shape, resists pilling, and maintains its softness with minimal intervention. Unlike cashmere, which can require more frequent cleaning and careful handling, alpaca is exceptionally forgiving and built to last.
Fit, Sizing & Styling
How do I know what size to order?
Size guidance is provided on each product page, where you can compare your standard size against our recommendation. You may also take your own measurements, bust, waist, and hip contour, and compare them against our size chart. If you are unsure which size to select, or would like guidance on how a specific style fits, please contact our Customer Care team at service@sentaler.com or +1 888 259 3374.
Do SENTALER coats run true to size?
Most SENTALER styles are designed with a relaxed, wrap-style silhouette that accommodates layering. Fit varies by style; some are more oversized by design, while others have a more tailored cut. Detailed fit notes are provided on each product page, and our Customer Care team is happy to advise based on your measurements and preferences.
Can I wear a SENTALER coat over thick knitwear or a suit?
Yes. SENTALER outerwear is designed with layering in mind. Our wrap and wide-collar styles in particular are cut to accommodate volume underneath. If you plan to layer frequently over chunky knitwear or tailoring, we recommend sizing up or consulting our Customer Care team at service@sentaler.com for specific guidance.
How should I style a SENTALER wrap coat?
The wrap coat is SENTALER's signature silhouette and is highly versatile. It can be worn loosely draped for an effortless, relaxed look, or belted at the waist for a more defined silhouette. It works equally well over tailored separates, knitwear, or eveningwear.
What is the best SENTALER style for a petite frame?
Our mid-length styles tend to be most flattering on petite frames, as they avoid overwhelming the silhouette. The Mid Length Hooded Wrap Coat and the Mid Length Shawl Collar Wrap Coat are both perennially popular choices. Our Customer Care team can offer personalized recommendations based on your height, measurements, and preferred aesthetic.
What is the best SENTALER style for a taller frame?
Our long-length styles, including the Long Wide Collar Wrap Coat and the Long Notched Collar Wrap Coat, are particularly well-suited to taller frames, offering a dramatic, elongated silhouette. If you are between sizes or have a longer torso, we recommend sizing up. Please contact us at service@sentaler.com for tailored advice.
Are SENTALER coats suitable for very cold climates?
Yes. Baby Alpaca, Bouclé Alpaca, and Suri Alpaca are naturally thermally efficient fibres; they trap warmth without the bulk of synthetic insulation. SENTALER coats and jackets perform exceptionally well in cold climates and are a popular choice across Canada, Northern Europe, and the Northern U.S.
Do you offer styling consultations?
Yes. Our Customer Care team is available to assist with styling questions by email or phone. For customers who are able to visit the SENTALER Flagship in Toronto, in-person consultations and fitting appointments are also available. Please contact us at service@sentaler.com to arrange.
Alpaca Wool & Materials
What is Baby Alpaca wool?
Baby Alpaca refers to the first shearing of an alpaca, the finest, softest fibres the animal will ever produce. These inaugural fibres are exceptionally fine in diameter, which is what gives Baby Alpaca wool its characteristic softness, warmth, and lightness.
What is Bouclé Alpaca?
Bouclé Alpaca is a textured yarn construction in which loops of alpaca fibre are twisted into the main yarn, creating a distinctive knotted or curled surface. SENTALER's Bouclé Alpaca wool is crafted in Peru and offers a structured, sculptural quality with the same inherent warmth and softness of the fibre.
What is Suri Alpaca?
Suri is one of two breeds of alpaca. Suri alpaca produces long, silky, lustrous fibres with a natural sheen, giving garments a more fluid, elegant drape. Select SENTALER styles are crafted in Suri Alpaca wool for a refined, sleek silhouette.
How warm are alpaca coats?
SENTALER coats are crafted from premium alpaca fibres, which naturally trap heat through microscopic air pockets in the fibre. This provides exceptional warmth without the bulk of synthetic insulation. SENTALER coats perform exceptionally well in cold climates, offering remarkable warmth without the bulk typically associated with traditional winter coats.
Are alpaca coats heavy?
No. Alpaca fibre is significantly lighter than traditional wool while providing comparable or greater warmth. This allows SENTALER coats to offer exceptional thermal performance without the heaviness often associated with winter outerwear.
How does alpaca compare to cashmere?
Alpaca and cashmere are both fine luxury fibres, but alpaca is generally considered warmer, more durable, and less prone to pilling. Alpaca fibre contains microscopic air pockets that provide exceptional thermal regulation, keeping you warm without bulk. Unlike cashmere, alpaca is also naturally lanolin-free, making it hypoallergenic and suitable for those with sensitivities to animal fibres.
How does alpaca compare to wool?
Alpaca fibre is softer, lighter, and warmer than traditional sheep's wool. It does not contain lanolin, which means it is naturally hypoallergenic and less likely to irritate the skin. Alpaca is also more resilient to moisture and holds its shape exceptionally well over time.
Is alpaca ethical and sustainable?
Alpacas are shorn once per year in a process that does not harm the animal; it is necessary for the alpaca's own health and comfort, particularly in warmer seasons. Alpaca fibre requires significantly less water and land to produce than many other luxury fibres, and the animals graze lightly, preserving the Andean ecosystem. SENTALER is committed to responsible sourcing and works with suppliers who uphold high animal welfare standards.
Where is SENTALER's alpaca sourced?
SENTALER's alpaca fibre is sourced from the Andes, the natural habitat of the alpaca and the origin of the world's finest quality fleece. The fibre is spun and the fabric crafted in Peru, honouring a centuries-old tradition of alpaca textile production at its source.
Are SENTALER coats waterproof?
SENTALER coats are not waterproof, but alpaca fibre is naturally moisture-resistant. Light rain or snow will not damage the fabric, and moisture typically dries quickly when the coat is hung in a well-ventilated area.
How long do alpaca coats last?
With proper care, a high-quality alpaca coat can last many years. Alpaca fibres are naturally durable and resistant to pilling, helping garments maintain their structure and appearance over time.
Do alpaca coats pill?
High-quality alpaca, particularly Baby Alpaca, is significantly more resistant to pilling than cashmere or traditional wool. Pilling occurs when shorter fibres loosen and tangle on the surface of a garment. Because Baby Alpaca fibres are long and fine, this is far less likely with proper care.
Craftsmanship & Construction
Where are SENTALER coats made?
All SENTALER outerwear is crafted in Peru. The alpaca fibre is sourced from the Andes, the natural habitat of the alpaca and the origin of the world's finest quality fleece, and is spun, woven, and tailored in Peru by skilled artisans with generations of expertise in alpaca textile production.
Why is Peru significant for luxury alpaca production?
Peru is the world's foremost producer of alpaca fibre, accounting for the vast majority of global supply, and is home to a centuries-old tradition of alpaca textile craftsmanship. Peruvian artisans have refined the techniques of spinning, weaving, and finishing alpaca fabric over generations, combining ancestral knowledge with modern production standards. For SENTALER, manufacturing in Peru is a deliberate choice; it places production at the very source of the fibre, ensuring quality and traceability at every stage.
What construction techniques are used in SENTALER coats?
SENTALER coats are constructed using traditional tailoring methods, including hand-finishing, precision pattern-making, and careful quality inspection at each stage of production. The wrap silhouettes, SENTALER's signature, require particular skill in balancing drape, structure, and proportion, which is achieved through a combination of internal construction and carefully weighted fabric selection.
How are SENTALER's collars constructed?
SENTALER's iconic wide, shawl, hooded, and notched collar styles are among the most recognized elements of the brand's aesthetic. Each collar is engineered to hold its shape and drape correctly over time, which requires careful interfacing, internal structure, and precise stitching. The collars are designed to be both sculptural and wearable, maintaining their silhouette with regular use.
What is the difference between Baby Alpaca and Bouclé Alpaca in terms of construction?
Baby Alpaca fabric has a smooth, fluid hand that drapes naturally and is well-suited to the long, flowing wrap silhouettes SENTALER is known for. Bouclé Alpaca, with its looped texture, has more body and structure, making it ideal for coats with a more architectural or sculpted form. Both fabrics are woven in Peru to SENTALER's specifications and undergo the same rigorous quality standards.
Does SENTALER use lining in its coats?
Yes. The majority of SENTALER coats and jackets are fully lined to ensure a clean interior finish, ease of wear over layering, and longevity of the outer shell. The lining protects the alpaca fabric from the friction and moisture of everyday wear.
How long does it take to produce a SENTALER coat?
The production of a SENTALER coat involves multiple stages: fibre sourcing, fabric weaving, pattern development, cutting, tailoring, and quality inspection, each conducted with precision. Special Orders, which involve bespoke fabric and color combinations, require additional lead time. Please contact us at service@sentaler.com for estimated timelines on Special Order requests.
About SENTALER Outerwear
What makes SENTALER different from other luxury coat brands?
SENTALER is distinguished by its material, its construction, and its design philosophy. While many luxury outerwear brands work with wool, cashmere blends, or synthetic fills, SENTALER works exclusively with alpaca, one of the rarest and most refined natural fibres in the world, sourced and crafted entirely in Peru.
Every coat is produced by skilled Peruvian artisans with generations of expertise in alpaca textile production, and each silhouette is designed to be genuinely timeless rather than trend-driven. The result is outerwear that improves with age, holds its shape, and remains relevant season after season.
What price range should I expect?
SENTALER outerwear sits within the luxury segment, reflecting the quality of material, the country of manufacture, and the level of craftsmanship involved. Please visit sentaler.com to browse current styles and pricing. Accessories, including hats, scarves, and gloves, are available at a lower entry price point and make an excellent introduction to the brand.
Do you offer gift wrapping or gift cards?
Yes. SENTALER gift cards are available for purchase at sentaler.com. For gift packaging or a personal note to be included with an order, please contact us at service@sentaler.com following your purchase.
Services
Do you offer alteration services?
Yes. SENTALER offers alteration services for customers who are able to visit the SENTALER Flagship in Toronto for a fitting. Most alterations are completed within two weeks, though we are happy to accommodate urgent requests where possible. Please note that once an item has been altered, it is no longer eligible for return or exchange. Contact us at service@sentaler.com or +1 888 259 3374 to book your alteration appointment.
Do you offer custom or special orders?
Yes. SENTALER accepts Special Orders, which allow you to combine different alpaca fabrics and colors within an existing coat style to create a one-of-a-kind piece made specifically for you. Special Order fees apply, and Special Order items are final sale; they are not eligible for return or exchange. Please contact us at service@sentaler.com to discuss your requirements and receive an estimated timeline and pricing.
Do you offer in-store appointments?
Yes. For customers who would like a personalized shopping experience, fitting assistance, or an alteration consultation, in-store appointments are available at the SENTALER Flagship in Toronto. Please note that while we do our best to accommodate your visit, we are unable to guarantee a private appointment. Please contact us at service@sentaler.com or +1 888 259 3374 to arrange.
Where are SENTALER stores located?
The SENTALER Flagship is located in Toronto. For a current and complete list of all SENTALER locations, please visit our Store Locator page.
Does SENTALER ship to or accept returns from all store locations?
Online orders are processed and shipped from our central facility. Returns and exchanges for online purchases may be processed by mail or at standalone SENTALER locations. Items purchased through third-party retailers must be returned to the original place of purchase. Please visit our Returns & Exchanges page for full details.
Is SENTALER available through wholesale or retail partners?
SENTALER is available through a select network of authorized retail partners in addition to sentaler.com and standalone SENTALER locations. Please note that items purchased through third-party retailers are subject to the return and exchange policies of those retailers, not SENTALER's own policy. For a current list of stockists, please visit our Store Locator page.
Contact Us
Our Customer Care team is available to assist you with any questions not addressed above.
