Returns & Exchanges
Vicuña products are not eligible for returns nor exchanges. All other purchases (SENTALER Atelier or Sentaler.com) are eligible for a complimentary return label. To receive a full refund, the purchased item must be unworn and in original condition and packaging, with the original tags attached. Should any of these conditions not be met, SENTALER reserves the right to not refund you for the purchase, and will advise you via email.
For all SENTALER orders, return labels must be requested within 14 calendar days of receiving your purchase by emailing firstname.lastname@example.org. Once we have received your request, our customer service team will issue your Return Authorization within one to two business days by emailing you a Return Label with shipping instructions. You will then have seven calendar days to drop your return off at your nearest authorized drop-off point. A copy of your purchase receipt may be requested to authorize your return. SENTALER will only accept returns with an authorized label.
Once your returned merchandise has been received at our facility, we will inspect the item to ensure the above return conditions have been met. Once accepted, you will receive an email confirmation for your refund within one to three business days. Please note that this refund can typically take up to three business days to appear on your billing statement. Should your return not meet one of the conditions mentioned, you will be notified by email.
SENTALER offers complimentary exchanges. Should you wish to exchange your purchase for a different SENTALER item, our standard shipping and return policies apply. When requesting your return label, please state your intent to exchange, as well as your new item request.