SENTALER accepts returns and exchanges for eligible items purchased directly at sentaler.com or at standalone SENTALER locations. Items purchased through third-party retailers, including department stores, must be returned to the original place of purchase.

Eligibility

To qualify for a return or exchange:

• Items must be unworn, unused, undamaged, and in their original condition.
• All original tags must be attached.
• Items must be returned in their original packaging.
• Proof of purchase is required.

Requests must be submitted within 14 calendar days of receipt of the merchandise. 

For shipped orders, the return period begins on the delivery date as confirmed by carrier tracking. 

For purchases taken at the time of sale from a standalone SENTALER location, the return period begins on the original purchase date. 

Items failing to meet these conditions may be refused or returned to the sender.

All returned items are inspected at our facility to confirm eligibility prior to approval of any refund or exchange.

Gift cards, Vicuña products, alterations, and special orders are final sale and are not eligible for return, exchange or refund.

Returns or exchanges for pre-order items follow the same timelines once the item has shipped. If your order includes both in-stock and pre-order items, items may ship separately and must be returned individually as they arrive.

SENTALER reserves the right to refuse returns or exchanges in cases of suspected misuse, excessive returns, or policy abuse.

Returns 

To initiate a return for shipped purchases, please contact Customer Care at service@sentaler.com within 14 calendar days of receipt of the merchandise; eligible items may be returned by mail using an authorized return label or directly at a standalone SENTALER location, where applicable.

For in-store purchases, items must be returned directly to a standalone SENTALER location within 14 calendar days of the original purchase date.

For mail-in returns, an authorized return label and instructions will be provided within 1–2 business days. Returns must be dropped off at an approved carrier location within 7 calendar days of receiving the return label. Returns not shipped within this timeframe will void the return authorization and render the return ineligible for a refund.

Once received and inspected, approved refunds are processed within 1–3 business days and are issued to the original payment method. Additional time may be required for your bank to reflect the credit. Original shipping fees are non-refundable.

Items that do not meet our eligibility requirements will not be accepted for refund. In such cases, our Customer Care team will contact you accordingly.

If your order included a complimentary gift as part of an official gift with purchase event, the gifted item must be returned together with the qualifying merchandise in its original condition to receive a full refund. If the complimentary gift is not returned, the retail value of the gift will be deducted from the refund and applied to the original method of payment.

For international orders outside Canada and the United States, duties and taxes are non-refundable.

Exchanges

To initiate an exchange for shipped purchases, please contact Customer Care at service@sentaler.com within 14 calendar days of receipt of the merchandise, indicating your preferred size or style; eligible items may be exchanged by mail using an authorized return label or directly at a standalone SENTALER location, where applicable.

For in-store purchases, items must be exchanged directly at a standalone SENTALER location within 14 calendar days of the original purchase date. Exchanges are subject to product availability.

If the requested size or style is unavailable, a refund will be issued to the original method of payment. If exchanging for an item of greater value, the price difference will be charged at the time the exchange is processed.

Exchanges follow the same process and timelines outlined above for returns. Items must be shipped using an authorized return label and within the required timeframe.

The new item will be shipped once the exchanged item has passed inspection. If the selected exchange item is on pre-order, it will be shipped once it becomes available. 

Items that do not meet our eligibility requirements will not be accepted for exchange. In this case, our Customer Care team will contact you accordingly.