If you have any questions, we always recommend contacting our customer service team for assistance before placing your order. May it be regarding sizing concerns, fabric colour or anything else, we’re here to help! Online exchanges and refunds may be accepted according to our returns criteria below. This returns policy is written in accordance with Australian Consumer Law, which is managed by the Australian Competition & Consumer Commission (ACCC). 


 

refunds & exchanges

Contact our customer service team at customerservice@sentani.com.au disclosing your order information and the reason for return. If you have changed your mind (or picked the wrong colour or size) on a full priced dress we will happily exchange this item for another product of the same value. Once approved, please send the parcel back to us at Sentani Boutique, Shop 24/43 Lang Pde, Milton, QLD 4064.

The item will then be inspected by our Quality Control team. We will issue your refund/exchange if the item is in original condition (unworn, un-altered, not damaged in any way). Refunds are issued to the original payment method, please allow up to 7 business days for the refund to be processed. Returns and exchanges must be posted back at the customer’s expense and are non refundable. The cost of regular shipping ($20) will be deducted from your refund unless the item is faulty. 

Please Note:
      • We do not accept refunds on sale items. When possible we can exchange your sale dress for another size.
      • Your return must arrive back to us within 14 days of receiving your order. This includes faulty items.
      • Both domestic and international returns and exchanges must be posted back at the customer’s expense and are non refundable.
      • Sentani Boutique takes no responsibility for lost or damaged returns. We highly recommend the use of traceable mail.
      • For faulty items, a refund or replacement will be given and return postage will be refunded upon inspection of the item.
      • Items purchased at a sale price or during any promotion period is a final sale. We will not accept refunds or exchanges (unless damaged)
      • We reserve the right to cancel an order at any time if it is unavailable
      • Colours displayed on our website may vary

 

 

pre-order returns

Our pre-order dresses are specially created for you, and are not normally offered for sale. This means that we are not able to offer any refunds or exchanges. The only way to not incur a fee for a cancellation is to do so within 24 hours of initial order. After this time if you wish to cancel, the cancellation fee is 50% of the order value. i.e if the dress was $500, the fee will be $250. This sum covers the cost of any administration, fabric sourcing, pattern construction and manufacturers fees associated with your order.

PLEASE NOTE: Pre-order dresses are made to our 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 into that standard size. 

 

faulty products

All of our garments are thoroughly checked by our experienced team when they arrive to us- but sometimes issues are only found when first worn. Items that we consider faulty are those that are received by you in a damaged condition. Where possible, said faulty goods will be repaired if possible, or replaced if necessary. We will offer returns or exchanges on any piece if it  has a major problem that would’ve stopped someone from purchasing originally. 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. 

 

Special considerations