Returns + Exchanges
Please contact our team at firstname.lastname@example.org disclosing your order information and the reason for return. Once approved you can lodge the return at your local post office by sending the item to us at: Sentani Boutique, Shop 24/43 Lang Parade, Milton, QLD 4064. Please include your invoice/order information inside.
Returns and exchanges are to be posted back at the customer’s expense and are non refundable. If you utilised our “free shipping” on your order, this cost ($20 AUD) will be deducted from your store credit unless the item is faulty. If you have changed your mind (picked the wrong colour or size) on a full priced garment we will happily assist you in exchanging it for another product of the same value. Please include a pre-paid, pre-filled post satchel with your return, so that we can easily send you your exchanged dress.
Once we have received your item it will be inspected by our Quality Control team. We will issue you with store credit as long as the item is in its original condition (clean, unworn. un-altered, not damaged in any way, and with the tags intact). This store credit is valid for 1 year from the original order date and is non-transferrable.
- We do not provide refunds, only store credit.
- You must contact our customer service team within 7 days of receiving your item to be granted store credit. This includes faulty items.
- All returns and exchanges must be posted back at the customer’s expense and are non-refundable.
- Unauthorised returns will be sent back to the original address. We may take additional payment to cover our shipping costs back to you.
- Sentani Boutique takes no responsibility for lost or damaged returns. We highly recommend the use of traceable mail.
- We reserve the right to cancel an order at any time if it becomes unavailable.
- Colours displayed on our website may vary from different devices. External factors including lighting/photography may also skew the colour of the garment. Requesting a return for this reason will not be approved.
Our pre-order and backorder dresses are specially ordered for you, and are not normally offered for sale. This means that we are not able to offer any refunds or exchanges on these pieces. The only way to not incur a fee for cancellation is to do so within 24 hours of the initial order. After this time if you wish to cancel, the fee is 50% of the order value and is redeemable in a store credit. i.e if the dress price was $500, the fee will be $250 and you will recieve a $250 store credit. This sum covers the cost of any administration, fabric sourcing, pattern construction and manufacturers fees associated with your order.
PLEASE NOTE: Pre-order and backorder dresses are made to the standard size charts, and may still require alterations when you receive it. We will often ask for your measurements during the ordering process, but this is only to ensure that you will fit that standard size.
Items purchased at a sale price or during any promotional period is considered a final sale. From style age, to stock availability, there are various reasons why a dress may be discounted. Sale items may be sourced from our showroom, or from our warehouse. Dresses in our “sample sale” are being sold at a heavily discounted price due to the fact that it is an ex-sample; meaning it has either been tried on in our showroom, or used for a photoshoot. There are to be no returns, exchanges or cancellations allowed for these items. If you’d like to know anything else about the exact condition of a gown, please contact us via email at email@example.com.
All of our garments are thoroughly checked by our experienced team when they arrive to us- but sometimes issues are only found when a dress is first tried on. Items that we consider faulty are those that are received by you in a damaged condition. We will always attempt to repair your item first, and will replace it if we are unable to restore it.
Please note: Regular wear and tear to a product is not a sign that the item is faulty; our garments are delicate so please take note of the product care labels. If you have purchased a dress crafted from a type of glitter fabric, fall-out is completely normal and should be expected due to its delicate nature. As glitter is an intended feature of the product and mentioned in the item description, this will not be treated as a fault.
If you believe you have received a damaged item, please contact us straight away at firstname.lastname@example.org with a description, and any images.