Shipping policy

Shipping Policy – Sienna & Gaia

1. National and International Shipping

We ship throughout Spain and to most countries worldwide.
If your order is shipped outside the European Union, it may be subject to import taxes, customs duties, or local charges set by the destination country.
These fees are not included in the product price or shipping costs and are the sole responsibility of the customer, who must pay them upon delivery.

1. Processing and Shipping Times

Orders are prepared and shipped Monday to Friday, from 9:00 to 19:00 (CET), excluding public holidays.
Once payment is confirmed, your order will be processed within the timeframe established by our logistics partner and shipped to the address provided during checkout.

1. Delivery Process

Our courier service does not schedule delivery appointments in advance, so your order will be delivered without prior phone contact.
It is essential that someone is available at the delivery address at the time of delivery.
If no one is present, the order will be deposited at the logistics center or pick-up point indicated by the courier company. It is the customer’s responsibility to collect the package within the specified timeframe.

1. Returns Due to Non-Receipt

If an order is returned to our facilities because it was not received or collected on time, the shipping cost will not be refunded.
If the customer requests a new shipment, the costs will be charged to them.

1. Customer Responsibility

It is the customer’s responsibility to:

• Provide a correct, complete, and up-to-date shipping address.

• Ensure someone is available to receive the order.

• Collect the package from the pick-up point if delivery was not possible.

Sienna & Gaia is not responsible for delays or returns caused by incorrect addresses, recipient absence, or failure to collect the package on time.

1. Estimated Delivery Times

Delivery times may vary depending on product availability, destination, and customs processes in the destination country:

• Spain: 1 – 5 business days

• Europe: 7 – 15 business days

• Rest of the world: 15 – 25 business days

Note: During high-demand periods or special campaigns, delivery times may be slightly extended.

1. Product Unavailability

If an item is unavailable after your order has been confirmed, we will notify you by email. In this case, a full refund will be issued within a maximum of 15 calendar days.

1. Maximum Delivery Period

If you have not received your order within 90 days from the purchase date, please contact our team at hola@siennaegaia.com.
After this period, Sienna & Gaia cannot be held responsible for lost shipments.

1. Use of Return Labels

In some cases, we may provide you with a label containing our return address to ensure the package reaches our atelier correctly. Please note that:

• This label does not mean shipping is prepaid.

• It is not linked to any specific courier company.

• The customer is free to choose their preferred shipping service and is responsible for return shipping costs.

1. Shipping Rates

Shipping costs vary depending on the destination:

• Spain (Standard): €5

• Spain (Express): €10

• Europe: €20

• South America: €25

• North America, Israel, Switzerland, Norway, United Kingdom: €30

• Rest of the world: €40

Shipping costs are automatically calculated at checkout.

1. Contact

At Sienna & Gaia, we deeply value your trust in our brand. If you have any questions about the shipping process or need additional information, you can contact us at hola@siennaegaia.com and our team will be happy to assist you.