Frequently Asked Questions
Welcome to our help page. Here are answers to the questions we hear most often. Can't find what you need? Contact us and we will be happy to help.
About Sienna Design
How can I contact customer service?
You can reach us through our contact page, by email at hello@siennadesign.shop or by phone at +1 (305) 846-7469. Our team is available Monday to Friday from 9 AM to 5 PM and Saturday from 12 PM to 5 PM (Eastern Time), and we reply within 24 hours.
Do you have a physical store?
No. Sienna Design is an online store only, which lets us offer a wide selection of natural home decor at fair prices.
Where is Sienna Design based?
Sienna Design is operated by GDH LLC, based in Miami, Florida. We ship to the United States only.
Can I place a bulk order for my business?
Yes, please contact us with the products and quantities you need and we will get back to you with the details.
Products
What are your products made of?
Most of our pieces are made from natural materials such as rattan, wicker, bamboo, jute, seagrass, straw and wood. The exact material of each product is listed in the Specifications section of its page.
Will my product look exactly like the photos?
Natural materials vary slightly from one piece to another in color, texture, weave and size. These small differences are part of their character and are not considered defects.
How do I care for rattan, bamboo and other natural fibers?
Dust them regularly with a soft brush or a dry cloth, and wipe with a barely damp cloth if needed. Keep them away from water, strong direct sun and heat sources, and let them dry in the open air if they get damp.
Are your lights compatible with US outlets?
The voltage, plug and bulb type of each light are listed in the Specifications section of its page. Bulbs are not included unless stated on the product page.
Shipping
Where do you ship?
We currently ship to the United States only. We do not ship internationally.
How much does shipping cost?
Shipping is a flat rate of $5.99 per order, whatever the number or size of the items. See our shipping policy for details.
How long will it take to receive my order?
- Order processing: 1 to 2 business days (Monday to Friday).
- Shipping time: 5 to 7 business days (Monday to Friday).
- Estimated delivery: 6 to 9 business days in total.
How can I track my order?
Once your order ships, you will receive a tracking number by email. You can also follow your package on our Track My Order page.
Returns & refunds
Can I cancel my order?
Please contact us as soon as possible. If your order has not shipped yet, we will cancel it and refund you in full.
What is your return policy?
You can return eligible items within 30 days of delivery. Items must be unused, in their original packaging, with proof of purchase, and you must contact us before sending anything back. Return shipping is paid by the customer, except for defective, damaged or incorrect items. See our return and refund policy.
What if my item arrives damaged or defective?
Contact us within 7 days of delivery at hello@siennadesign.shop with your order number and photos of the issue. We will cover return shipping and offer you a replacement or a full refund.
Can I exchange a product?
We do not offer direct exchanges. Please return the original item for a refund and place a new order for the item you want.
When will I receive my refund?
Once your return is received and inspected, your refund is processed to your original payment method within 7 business days. Your bank may take a few extra days to show it.