Complimentary Expedited Shipping, Duties and Returns


What is the return and exchange policy?

With the exception of Vicuna products, sentaler.com and SENTALER Flagship purchases can be returned or exchanged as long as the items are unworn, in original condition and packaging, with the original tags attached. Return/exchange requests will be accepted within 14 calendar days of receiving your purchase. Contact us at service@sentaler.com or +1 888 259 3374 to request a complimentary return label or to schedule a return/exchange appointment at the SENTALER Atelier. Once you are issued a Return Authorization, you will have 7 calendar days to drop your return order off at your nearest authorized drop-off point. Please visit our Returns & Exchanges Policy for more details on the return/exchange process.

Note that SENTALER products purchased outside of the SENTALER Flagship or sentaler.com, are not eligible for a return/exchange.

How do I know what size I should order?

We offer size assistance on each product page, where you may compare the standard size you wear with the size we recommend for you. You may also take your own manual measurements (bust, waist and hip contour) to compare against our size chart. If you are unsure what size to select or would like to inquire into how a particular item fits, contact us at service@sentaler.com or +1 888 259 3374.

What countries do you ship to?

We ship worldwide, though some countries may be excluded. We will notify you via email should we be unable to ship your order to the desired destination.

​​Are there any additional costs to my order?

We offer complimentary shipping, duties and returns. This means that there are no additional costs on top of your order for all Canadian and U.S. delivery addresses.

Note that in countries which collect the Value Added Tax (VAT), the customer may be requested to pay this local tax which is collected by the local government. The VAT may be applied to the item you purchased, as well as the value of our complimentary shipping and duty costs. SENTALER will still cover the actual duty and shipping.

What precautions have you implemented as a result of Covid-19?

The safety and wellbeing of our clients and staff is our top priority. We have implemented enhanced sanitary procedures to help prevent the spread of COVID-19 and to keep our community safe.

When will I receive my order?

Sentaler.com orders will be reviewed within one business day from time of order, at which point your item will go out with complimentary expedited shipping. Note that this order review may take longer in instances when a local Canadian holiday is being observed. Please visit our Shipping Policy page for more details on expected timelines.

I need to urgently receive my order, how do I ensure this?

Express shipping is available for most delivery locations. Should you be eligible for this express shipping option, you will be able to select the applicable option at checkout.

When do I pay for an item that is on pre-order?

All purchases are charged at the time of checkout, regardless of their expected shipping date. In instances where an item is on pre-order, you will be charged at the time you place your order. Once your order is on its way to you, we will notify you via email so that you may track the package.​​

Do you restock sold out items or sizes?

This depends on the style. If the item/size is sold out, the product page will either say that this item/size is available for pre-order, or if the item is not available for order, you may contact us to inquire into whether there will be a restock of that item in the near future.

Do you do custom orders?

Contact us to inquire into whether we are able to make a Special Order for you, where we may combine different alpaca fabric and colors and make a one-off coat made for you from an already existing coat style. A Special Order fee will apply and the item will not be eligible for a return or exchange.​​​​

Do you offer alteration services?

We offer alteration services for customers that are able to come in for a fitting at the SENTALER Flagship. Most alterations can be completed in one week, however should you require an urgent alteration, please let us know. Once an item undergoes any form of alterations, that item is no longer eligible for a return or exchange. Contact us to book your alterations appointment and to inquire into pricing.​​