FAQ – SENTALER

I am having trouble selecting the right item for me.

Material

The SENTALER collection offers items made from three different types of Alpaca fibre: Superfine Alpaca, Baby Alpaca and Suri Alpaca. Each of these materials, offer its own unique characteristics and traits. Click on the "Learn More" link directly to the right of the items material to better understand the differences between these fibres.

Size

Each item in the SENTALER collection varies in style and fit. Click on the "Size Guide" link directly to the right of the items sizing options to better understand which size is right for you. The measurements provided represent the measurements of the coat itself. Remember that coats with a wrap style belt will allow you to tighten at the waist and offer added flexibility for layering. Please take special notice of the Size and Fit section on each product page, any specific sizing recommendations will be noted here.

Have more questions? Contact us at info@sentaler.com.

What do I pay for? Are there any additional charges?

With the purchase of your item you enjoy FREE shipping, returns, exchanges and duties.

If you are located in Canada you will be charged the applicable local tax rate.

If you are located in the U.S. you pay for your item, we cover the rest. SENTALER will cover all duties, taxes and fees.

If you are located outside of the US or Canada and your country collects VAT or GST, you may be responsible for this tax at time of delivery. SENTALER will cover all duty and shipping costs.

When will I receive my order?

Once your Sentaler.com online order has been processed and shipped, the expected delivery time for orders placed using complimentary standard shipping is between 1 to 7 business days in North America. The expected delivery time for orders outside North America is between 2 to 10 business days. We do our very best to deliver your items as quickly as possible, once your item has left the SENTALER facility you will receive a shipping confirmation via email with the packages tracking information attached.

For more details please see the Shipping Policy which can be found below the Size and Fit section.

Can I return or exchange my order?

All items purchased from SENTALER, including sale priced items, are eligible for a refund or exchange. You must e-mail us at info@sentaler.com within 14 calendar days of the date when you received the package, to notify us of your intention to return. You will then be provided with instructions as well as a return slip in order to easily return your package FREE of charge.

My item is available for pre-order. What does this mean?

Please read every Sentaler.com product page carefully to ensure you understand the estimated delivery times for pre-ordered items as some merchandise may be available for purchase before it is available in stock. These items will have a red pre-order message clearly displayed below the "Add to Shopping Bag" button. This means that you may still order these items, which we will ship to you once we receive the merchandise. Please refer to this message for the estimated delivery time. We will notify you via e-mail if the delivery time changes.