Refund policy

RETURN & REFUND POLICY

 

At Sivena, we take pride in offering only the highest quality garments. Every piece is carefully inspected before it ships to you. If something is not right, we are here to help — please read the conditions below.

 

DELIVERY

 

Orders are processed within 1-3 business days. Delivery can take up to 15 business days, depending on your location. You will receive a confirmation as soon as your order ships. Delays caused by carriers or customs are outside of our control and do not, on their own, qualify for a refund while the parcel is still in transit.

 

RIGHT OF WITHDRAWAL (EU)

 

Under EU consumer law, you have the right to cancel your purchase within 14 days of receiving your order, without giving a reason. To exercise this right, contact us with your order number before the 14-day period expires.

 

RETURN CONDITIONS

 

To be eligible for a return, items must be unworn, unwashed and undamaged, with all original tags attached and in the original packaging. For hygiene reasons, lingerie and slip-style items can only be accepted if unworn and with the hygiene protection intact. Items returned worn, washed, damaged, or without tags will not be accepted and may be sent back at the customer's expense. Gift cards are non-returnable.

 

RETURN SHIPPING

 

Return shipping costs are the responsibility of the customer, unless the item arrived faulty or we sent the wrong item. We strongly recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit. Original shipping fees are non-refundable.

 

REFUNDS

 

Once your return is received and inspected, we will notify you. If approved, your refund will be issued to the original payment method within 14 days. Your bank or card provider may need additional time to process it. We may withhold the refund until we have received the item back or you have provided proof of postage, whichever comes first.

 

DAMAGED, FAULTY OR WRONG ITEMS

 

Please inspect your order upon delivery. If an item arrives damaged, faulty or incorrect, contact us within 48 hours of delivery with your order number and clear photos of the issue. We will resolve it with a replacement or a full refund, including shipping. This does not limit your statutory rights.

 

EXCHANGES

 

The fastest way to receive a different size or colour is to return the item you have and place a new order once your return is accepted.

 

CANCELLATIONS

 

Orders can be cancelled free of charge at any time before they are shipped. Once shipped, the standard return process applies.

 

CONTACT

 

For all return and refund questions, contact us at Sivenastore@gmail.com with your order number. We aim to reply within 1-2 business days.