Refund policy

We hope you love your purchase, but if something isn't quite right, please review our updated return guidelines below.

• We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. You can request a return here. 
• We do not offer refunds. All approved returns are eligible for store credit only. This includes orders placed through the SHOP app.
• Items discounted 40% or more are final sale and not eligible for return, exchange, or store credit. Items purchased using SEASONAL or WELCOME discount codes are eligible for return for store credit, unless they are used on an item that is already discounted by 40% or more.
• Shipping fees are non-refundable, unless your order was not shipped due to an out-of-stock item or the item was lost in transit.
• Return fee: Returns are not free. A $9.99 return processing fee will be deducted from all approved refunds. Example: If you return an item originally priced at $100, you will receive a refund of $90.01 ($100 - $9.99 return fee = $90.01).

How Refunds Work:

• Refunds are issued as a store credit. As a customer who previously purchased from the site, the store credit will automatically show up in your cart on your next purchase. You can use as much or as little of the store credit as you prefer. If the store credit is less than the total amount, you will have to pay the remaining balance using your preferred method of payment.
• The $9.99 return fee is automatically deducted from your refund amount
• You will receive the item price minus the $9.99 fee

Refunds for store credit will be applied once the item is received. You will receive an email notification once the return has been processed.  

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. 

We take great care to ensure every item leaves us in perfect condition. If you believe your item arrived damaged or defective, please contact us within 48 hours of delivery with photos of the damage. Claims submitted outside this window may not be eligible for a return or refund.

To start a return, you can contact us at info@sierradeene.com. Please note that returns will need to be sent to the following address: 

Sierra Deene

538 West Plumb Lane, Ste. E

Reno, NV 89509

If your return is accepted, we’ll send you a return shipping label, along with instructions on how and where to send your package. Items sent back to us without a prior return request will not be accepted. 

You can always contact us for any return questions at info@sierradeene.com.

For EU Customers:

EU Customers — Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise your right of withdrawal, you must notify us at info@sierradeene.com with a clear statement of your decision to withdraw (e.g., a letter sent by email). You may use the following model withdrawal form, though it is not obligatory:

"I hereby give notice that I withdraw from my contract of sale of the following goods: [item name], ordered on [date], received on [date]. Name: [your name]. Address: [your address]. Date: [date]."

Refund terms for EU customers:

• We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive the returned goods
• Refunds will be made to your original payment method — store credit will not be substituted without your explicit consent
• You are responsible for the direct cost of returning goods
• Items must be returned in original condition, unworn/unused, with tags and original packaging

Exceptions: The right of withdrawal does not apply to items that have been personalized or custom-made to your specifications.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as 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 contact us if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items of 40% or more or gift cards.

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. You are also welcome to reach out to us at info@sierradeene.com and we can help you with the exchange.

European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a 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.

Refunds
We will notify you once we’ve received and inspected your return, and 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.

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