Shipping policy

At Siena Fragrance, we are committed to secure, efficient, and transparent shipping practices.  
By placing an order on SienaFragrance.com, you acknowledge and agree to the terms outlined below.

🚚 Shipping Rates  
Shipping is calculated in real-time at checkout based on:  
- Destination  
- Package weight  
- Selected carrier/service  

We do not offer flat-rate shipping.

🇺🇸 United States Orders  
- Free standard shipping on orders over $120 (before tax)  
- Orders under $120 will have shipping calculated at checkout  

🌍 International Orders  
Shipping rates are calculated at checkout.  
Customers are responsible for:  
- Import duties  
- VAT  
- Customs fees  
- Brokerage charges  

All international orders are placed at the buyer’s own risk.

 

⏱ Processing Time 

  • Decants: 2–3 business days (Monday–Friday, excluding holidays)  
  • Full bottles and Bulk orders: 2–3 weeks
  • Pre-ordered items may take longer depending on availability and supplier timelines.

Orders placed after processing cutoff times may be handled the next business day.  
During peak periods, processing times may be extended.  
Tracking information will be provided once your order ships.

* Processing times are estimates and not guaranteed.

📍 Address Accuracy  
Customers are responsible for entering the correct shipping address.  
We are not liable for:  
- Incorrect addresses  
- Misdeliveries due to customer error  

If a package is returned due to address issues, reshipping fees will apply.

✍️ Signature Requirement  
Orders valued at $200 or more may require signature confirmation upon delivery.  
If a customer waives signature confirmation (when available), Siena Fragrance is not responsible for theft or damage after delivery.

⚠️ Shipping Carrier Delays  
Once a package is handed to the carrier, delivery timing is outside our control.  
We are not responsible for delays caused by:  
- Weather  
- Natural disasters  
- Carrier disruptions  
- Customs processing  
- Force majeure events  

Carrier delays do not qualify for refunds or compensation.

📦 Insurance & Lost Packages  
All claims must be reported within 3 days of delivery confirmation.  

For damaged, lost, or stolen packages, we may require:  
- Photos of the shipping box (inside and outside)  
- Photos of product packaging  
- Photos of damaged items  
- Supporting documentation if requested  

Failure to provide required documentation may void claim eligibility.

For packages marked as delivered but not received:  
- Customers may be required to file a police report  
- Proof of theft may be requested  

Once a claim is approved:  
- We may offer replacement or store credit  
- We may offer a replacement or refund to the original payment method, depending on the situation.

🚫 Shipping Protection Opt-Out  
If a customer chooses not to purchase shipping protection at checkout (when available), Siena Fragrance is not liable for loss, theft, or damage once the package has been handed to the carrier.

📦 Undelivered, Refused, or Unclaimed Packages  
If a package is:  
- Refused  
- Unclaimed  
- Undeliverable  

The customer is responsible for:  
- Original shipping costs  
- Return shipping fees  
- Any applicable duties or taxes  

Original shipping charges are non-refundable.

💳 Payment Verification  
All orders are subject to fraud screening and payment verification.  
Orders may be delayed or canceled if verification cannot be completed.

❌ Cancellations  
Orders not yet shipped are subject to a 5% cancellation fee.  
Pre-orders are also subject to a 5% cancellation fee.  
Orders already in transit cannot be canceled.

All cancellation requests are subject to review and approval.

⏳ Pre-Orders  
Payment is processed at the time of order placement.  
Pre-orders ship once inventory is received.  
Orders containing both pre-order and in-stock items ship together unless otherwise stated.

🌍 International Orders – Important  
All international sales are considered final once shipped, except in cases of verified damage or error.  


Siena Fragrance is not responsible for:  
- Customs delays  
- Seizures  
- Duties or taxes  
- Lost or stolen international packages  
- Damage during international transit  

Customers are responsible for all customs-related fees.

⚠️ Risk of Loss  
Responsibility transfers to the customer once a package is marked as delivered by the carrier.  

We recommend:  
- Checking with neighbors  
- Contacting the carrier  
- Filing a police report if necessary  

🔄 Policy Updates  
Siena Fragrance reserves the right to modify this policy at any time without prior notice.  

* By completing a purchase, you acknowledge and accept these terms.