Refund policy

RETURNS 
  • We want you to be happy with your product, if for some reason you are not we will happily accept your return for a store credit.
  • In order to be granted an exchange or store credit, you must initiate your return within 7 days of your item being delivered (regardless if sent to a residential address, business address, post office or parcel locker). This includes faulty items.
  • All returns and exchanges are posted back at the customers expense and are non-refundable.
  • Sentani Boutique takes no responsibility for parcels lost in transit, and request for all returns to be sent via a traceable mail service.
  • Items that are returned to us in damaged condition will not be accepted.
  • Unauthorised returns will be sent back to the original address. We may take additional payment to cover our shipping costs back to you.
  • 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.

To begin a return, please contact our team at customerservice@sentani.com.au disclosing your order information, reason for return, and if you’re wanting to receive an exchange or store credit. All returns are to be posted back at the customer’s expense and are non-refundable.

If approved, you can lodge the return at your local post office. We request that any relevant order information, and any gifts with purchase be enclosed. Please address the item to: Sentani Boutique, Shop 24/43 Lang Parade, Milton, QLD 4064. Please record the tracking number and send it through to us via email at customerservice@sentani.com.au.

 

For exchanges

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 inside your return, so that we can easily send you your exchanged dress.

 

For Store credit

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. This store credit is valid for 12 months from the original order date and is non-transferrable. Please note: store credit is considered an extended return so that you don’t have to select your exchange right away. For this reason, you are not able to use store credit during promotional periods, or to purchase gift cards.

Once we have received your item it will be inspected by our Quality Control team. We will issue you with store credit/exchange as long as the item is in perfect, original condition (clean, unworn, un-altered, not damaged in any way, and with the tags intact).

REFUNDS 

Refunds can only be offered if an item is redeemed faulty. Please contact customerservice@sentani.com.au  

Pre-order/backorder returns:

PLEASE NOTE: Pre-order and back-order dresses are still made to the standard size chart, and may likely still require alterations once 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. For more information on this, please contact us.

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 exchanges or store credit on these pieces once you have received them.

If you need to change, or cancel your special order you must do so within 24 hours of payment. If you wish to cancel after this time, you will incur a cancellation fee. The fee is 50% of the order value and is redeemable in a store credit. This sum covers the cost of administration, fabric sourcing, pattern construction and manufacturers fees associated with your order. i.e., if the dress price was $500, the fee will be $250 and you will receive a $250 store credit valid for 12 months.

 

Sale products:

Items purchased at a discounted 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 online warehouse.

Dresses in our “sample sale” are being sold at a heavily discounted price due to the fact that they are not in brand new condition. Samples range from being like-new, to lightly worn in the showroom or at a photoshoot.

Items included in the sample sale are sold in fair condition in line with the price, and sent “as is”.  Because these items are expected to have minor faults, this is not a valid reason for return. There are to be no returns, exchanges or cancellations allowed for these items.

 

Faulty items:

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. We recommend having dresses cleaned by professionals, however we are not responsible for any faults arising after the dry-cleaning process.

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 customerservice@sentani.com.au with a description, and any images.