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 12-24 hours, Monday to Friday (excluding holidays).

How long does it take to get my order?

Total delivery time = processing time + delivery time.

Orders placed before 12:00 am AEST are processed within 1-3 working days (Monday to Friday). Orders are not shipped or delivered on weekends and public holidays.

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

Note: For large order quantities, minor delays in processing and shipping may occur.

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.

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!

What are the shipping costs?

Shipping is free within Australia for all orders.

Do I have to pay for return shipping?

Customers are responsible for return shipping costs unless the product is defective or incorrect.

How can I return a product?

We always strive to make sure our customers love our products, but if you need to return an order, we are happy to help. You can return your item within 14 days after receiving your order. Please download and print the return form, and follow the instructions on our Return and Refund Policy.

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.

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 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. 

For further questions:

Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, the Netherlands
E-mail: support@shopsira.com
Telephone: ++31 6 10588864

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

Opening hours:
Monday - Friday: 8:00 am - 6:00 pm AEST
Saturday - Sunday: Closed
Public holidays: Closed