Refunds, Returns & Shipping Information
From delivery to aftercare, here is how we support your order every step of the way
1. ORDER CANCELLATIONS & MODIFICATIONS
Our fulfilment process begins immediately after an order is received. We will always do our very best to tend to your query with care, but if your parcel is already being lovingly processed for its journey, we will not be able to accommodate your request. Please email sales@whimsicalsienna.com or call +263 78 806 8908 as soon as possible so we can assist you swiftly.
All confirmed orders will be subject to our return policy.
2. RETURNS & REFUNDS (Purchases From Website Only)
1.1 Faulty or damaged items, fulfillment errors
Your happiness means everything to us, and we take great pride in delivering each order with care and efficiency. In the rare event that something arrives less than perfect, whether faulty, damaged, or incorrectly fulfilled, please reach out to our support team within 30 days of delivery. We will move swiftly and thoughtfully to make things right.
If you have received a faulty item, please contact us promptly with:
- Your order number
- The item or items affected
- Clear photographic evidence and a brief description
Kindly hold onto the damaged item and do not return it unless a member of our support team advises you to do so, as this helps us resolve the matter more smoothly. Once proof of damage has been verified, we will gladly arrange the appropriate replacement.
We are here to ensure your Whimsical Sienna experience remains as beautiful as you are.
1.2 Returning of unopened products (store credit/exchange only)
Should you wish to return your products please email us at support@whimsicalsienna.com within 7 days of receiving your order, sharing your order details and the reason for your return.
To be eligible, items must remain in their original, unopened, and unused condition, with the security seal still perfectly intact. Once your return is approved, please send the unopened items back to us within 7 days of receipt. Return shipping is arranged at the customer’s expense, and you will need to complete and include the return form that will be emailed to you.
Kindly note the following terms & conditions
- Sample sizes are final and cannot be returned or refunded. They are excluded from this policy.
- A $5 return and restock fee will be deducted from your final refund.
Return shipping costs are the customer’s responsibility. Please ensure your parcel is traceable, as Whimsical Sienna cannot be held liable for items lost in transit or sent to an incorrect address. - Some of our packaging consists of glass. If returned items arrive broken, Whimsical Sienna cannot be held liable and the refund cannot be processed.
- Original shipping costs (from us to you) are non-refundable and will be deducted from your store credit, even if your order was eligible for free shipping.
- This policy applies only to purchases made directly through our website. For third-party purchases, please refer to the relevant retailer’s policy.
Once your return reaches us, please allow up to 10 business days for inspection and authentication. Approved refunds will be issued as store credit, excluding original shipping charges and the restock fee.
We appreciate your understanding and care in helping us keep every Whimsical Sienna experience thoughtful and seamless.
Return Address:
8 Harland Close,
Burnside, Bulawayo (I’ll look for a public facing address).
1.3 Returning of used/opened products
Due to the nature of the product, unfortunately we are unable to offer any returns or exchanges for opened products.
We encourage you to explore the full ingredients list on our website and product packaging before purchasing, taking a mindful moment to check for any known allergens or sensitivities.
If you experience an allergic reaction or sensitivity, please discontinue use immediately and seek guidance from a qualified medical professional. Due to the individual nature of allergies and sensitivities, we cannot accept returns or provide refunds for such cases.
3. RETURNS & REFUNDS (Authorized Retailers)
If your treasures were purchased through any of our authorized retailers or sales outlets, kindly reach out to them directly for assistance.
As much as we would love to sprinkle our care everywhere, we are unable to process refunds or returns for items purchased through these partners.
Your Whimsical Sienna experience begins wherever you purchase, and we hope it brings joy from the very first touch.
4. Miscellaneous
Receiver Not Available
To ensure your parcel finds its way to you smoothly, please remain reachable via the email address and phone number provided. Our courier partners may try to contact you to arrange delivery. If several attempts are made by the courier or by Whimsical Sienna and there is no response, the parcel will gently make its way back to us.
Should your order return to our premises due to unavailability, the cost of reissuing the parcel will be at the customer’s expense. If you choose to cancel the order once it has been returned, the original shipping costs incurred will be deducted from your refund.
Stock Availability
On rare occasions, an item may become unavailable. In such cases, Whimsical Sienna reserves the right to cancel the affected item or order. If this happens, you will be notified via email and a full refund will be issued to your original form of payment.
Compliance with Applicable Laws
This return policy is aligned with all applicable consumer protection laws and regulations.
Modification of Return Policy
Whimsical Sienna reserves the right to update or modify this return policy at any time without prior notice. Any changes will be posted on our website and will apply to purchases made after the updated policy date.
By placing an order with Whimsical Sienna, you acknowledge and accept the terms and conditions outlined in this return policy.
If you have any questions or need further clarification, our support team is always happy to assist.
Thank you for choosing Whimsical Sienna, where every order is prepared with care and sent with a little extra love.