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Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return (determined by the tracking number provided).

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@siennaandslate.com. Please note Customers are required to cover the shipping cost to return their order to us.

If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United States, shipping your goods may take longer than expected.

Once we receive the return, we will inspect the product, and upon our approval, the refund will be issued minus the cost of shipping or any add-on services. If an order is returned to the sender due to an issue with the shipping address and the customer prefers a refund instead of a new shipment, only the product is refundable. Any additional services added at checkout, as well as the cost of shipping, are not refundable once an order has shipped.

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us for any return questions at hello@siennaandslate.com.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

We cannot refund coaching, consulting, or speaking services.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 3 day cooling off period Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Lost or Stolen Shipments

While we are not responsible for lost or stolen shipments, we do our best to assist our customers when a package has an issue in transit. If a shipment is lost or shows as delivered but is not at the location, we always recommend contacting the local post office first as well as leaving a note for the driver explaining what happened. If they are not able to assist or the package does not turn up within 48 hours, please contact us immediately so we can file a claim with the carrier. If the carrier deems your package as lost or stolen, we will work with the customer to have a replacement sent out. If the customer prefers a refund instead of a replacement order, we will need to file a claim with the shipping carrier first and a refund will be issued for the product only upon the approval of the claim by the carrier, minus the amount of any add on services or shipping costs.

Damaged Shipments

If a customer receives a shipment with damaged products, we will offer to send a replacement out after we file a claim with the shipping carrier and the claim would need to be approved by that carrier prior to having a replacement order sent out. If the customer prefers a refund instead of a replacement order, we will need to file a claim with the shipping carrier first and a refund will be issued for the product only, minus the amount of any add on services or shipping costs, upon the approval of the claim by the carrier. A refund will not be granted if the claim is denied by the shipping carrier. The damaged product may also be returned by the customer for a refund in the event the claim is denied by the carrier. The cost to return the product for a refund is the responsibility of the customer. A refund will not be issued until the product has been returned in the event a claim is denied.

Defective Products

In the event a customer receives a product that is defective, we will offer to replace the product at no additional cost. The customer may email us at hello@siennaandslate.com. If the customer prefers a refund instead of a replacement, the defective product must be returned back to us for a refund. The cost to return the product for a refund is the responsibility of the customer. Once we receive the product back, a refund will be issued for the product only, minus the amount of any add on services or shipping costs. A refund will not be issued until the product has been returned.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@siennaandslate.com.

Order Fulfillment Time

Many of our products are custom-made to order. Our normal fulfillment time for an order to ship is within 3 – 5 business days (Monday-Friday). While we strive to fulfill all orders as quickly as possible, orders can take up to 10 business days or more to ship during periods of extremely higher order volume such as the holiday season. We send out automated notifications via email or text as soon as an order’s shipping label is printed with tracking information.

PLEASE NOTE: The shipping speed a customer selects at checkout does not change or speed up our fulfillment time. The shipping speed only affects how fast a package arrives once it ships within our usual 3 – 5 business days (Monday- Friday) fulfillment timeframe for an order to ship.

Free Shipping Policy

Sienna and Slate runs free shipping promotions throughout the year and we reserve the right to refuse this promotion to anyone for any reason. Our free shipping promotions are only for orders shipping within the continental United States and does not include Hawaii, Alaska or any other United States territory or international country. Shipping rates are shown at checkout and are based on order weight and location so customers will see if their shipping address qualifies for our free shipping promotion. Some areas within the United States are considered to be extremely remote and shipping carriers may require a significant surcharge to deliver packages to these addresses. If an order received free shipping at checkout but falls into an area deemed to be extremely remote and requires a significant shipping surcharge, we reserve the right to cancel and refund the order if the customer does not wish to pay the additional surcharge for shipping costs above the standard rate for most continental United States addresses. Please note that if a promo code drops an order’s subtotal below the advertised, minimum amount required to receive free shipping during a promotion, the system will remove the free shipping and add the shipping cost back. The order’s subtotal must remain over the minimum qualifying amount to receive free shipping.

Candle Burning Safety Notice

A study by the U.S. Consumer Product Safety Commission suggests that 85% of candle fires could be avoided if consumers followed three basic safety rules:

  1. Never leave a burning candle unattended.

  2. Never burn a candle on or near anything that might catch fire.

  3. Keep candles out of the reach of children and pets.

  4. Never use water to extinguish a candle.

Always make sure to keep your candle wick trimmed to 1/4″ before lighting. If a candle wick is too long, the wax isn’t able to reach the top causing the candle to smoke. Keep your candle free of any foreign materials including matches and wick trimmings. Only burn the candle on a level, fire-resistant surface. Do not burn the candle for more than four hours at a time. Stop use when only 1/4″ of wax remains. If you notice a candle that has a flame height above 1.5 inches and/or is releasing excessive smoke, make sure to blow the candle out immediately, allow the candle to fully cool, and trim the wick down, which should lower the flame and stop the smoke. If trimming the wick does not help to lower the flame or stop excessive smoking, please cease using the candle further, safely dispose of it once it has fully cooled and contact us for a replacement. Sienna and Slate is not responsible for any damages caused by the misuse of our candles and products.

Air Freshener, Fragrance Oil and Room Spray Handling

Fragrance oils, which are used in our air fresheners and room sprays, may contain ingredients such as natural citrus oil, which can damage certain surfaces if not wiped away quickly. Please make sure that the fragrance oils or room spray liquids do not come into prolonged contact with surrounding areas such as painted surfaces, plastic, leather, fabric, wood and all other materials and to clean spills quickly to prevent damage. Our air fresheners are designed to hang freely and should not come in contact with any surrounding materials such as painted surfaces, plastic, leather, fabric, wood, or any other materials as well. Sienna and Slate is not responsible for any damages caused by the misuse of our air fresheners, fragrance oils, and/or room sprays.