Frequently Asked Questions (FAQ)

How quickly can you answer my question?

We aim to respond to all inquiries as quickly as possible. Messages and e-mails are answered in the order they are received. You can expect a response within 24 hours, Monday to Friday (excluding holidays).

How long does it take to get my order?

Total delivery time = processing time + delivery time.

Processing time is 1-3 business days (Monday to Friday, excluding holidays). Orders placed pass 12:00 am AEST will begin processing the following business day.

After your order has been processed, it will take 1-5 business days (Monday to Friday, excluding holidays) to ship the order to your address.

Overall, it will take 2-8 business days to deliver your order.

Note:

  • For large order quantities, minor delays in processing and shipping may occur.
  • Orders are not shipped or delivered on weekends and public holidays.

What are the shipping costs?

Shipping is free within Australia for all orders.

Will I receive my order in one package?

Depending on the size of your order, it may arrive in separate packages. These packages can arrive 1-2 business days apart.

The expected delivery time has been exceeded, where is my order?

In most cases, orders are delivered on time. However, if your order is delayed, we recommend that you wait another 3 business days beyond the original delivery deadline.

If you still have not received it, please send us an e-mail at support@shopsira.com for help.

When will I receive tracking information for my order?

Once your order has shipped, you will receive an email with a tracking number within 24 hours. You can use this number to track your shipment using our Track My Order page.

I have received a damaged item, what should I do?

We're sorry for the inconvenience! Please contact us with your name and order number at support@shopsira.com and we will help you solve the problem.

What if an item is missing or damaged in my order?

If an item in your order is missing or damaged, please contact us immediately at support@shopsira.com. We are here to help!

How can I return a product?

If you would like to return an item, please follow this process:

  1. Download and print the Return Form.
  2. Complete the form and include it inside your return package.
  3. Please send your return to the following return address:
    GT Ecom B.V.
     Betuwehaven 8
     3433 PV Nieuwegein, Utrecht
     The Netherlands
  4. When sending your package, please use a shipping method with Track & Trace. After posting your return, send the tracking code to our customer service at support@shopsira.com so we can track the shipment.

Return shipping costs are the customer’s responsibility.

Exception: If you received an incorrect or damaged item, we will provide you with a free return label via email and cover the return shipping cost.

Please repackage your item(s) securely, preferably using the original packaging. Returns without a completed return form or valid tracking information cannot be accepted.

When will I receive my refund?

Once we have received and inspected your returned item, we will notify you. If approved, your refund will be issued to your original payment method within 5 business days. Note that it may take your bank or credit card company additional time to process and post the refund.

For further questions, please contact us at:

Address:
Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, the Netherlands

Email: support@shopsira.com
Telephone: +31 85 1155953

Chamber of Commerce number: 82232393
VAT number: NL862386780B01
Company name: GT Ecom B.V.
Store name: Shop Sira

Opening hours:
Monday–Friday: 8:00 am–6:00 pm AEST
Saturday–Sunday: Closed
Holidays: Closed