Frequently Asked Questions (FAQ)
Below you’ll find answers to our most frequently asked questions. If you still need help, feel free to reach out to us!
1. SHIPPING & DELIVERY
What is the total delivery time?
Total delivery time = processing time + shipping time.
Most orders are delivered within 2–8 business days from the date of purchase. You’ll receive an email with tracking details once your package has been dispatched.
What is your processing time?
All orders are handled within 1–3 business days. Orders placed after 12:00 AM AEST will begin processing on the next business day.
What is your shipping time?
After processing, delivery typically takes 1–5 business days across Australia.
Which courier do you use?
We partner with reliable Australian delivery services to ensure quick and secure shipping.
How can I track my order?
Once shipped, your tracking number will be emailed to you. You can follow your order on our Track My Order page.
Is shipping free?
Yes — we offer free shipping within Australia on all orders.
Will my order arrive in one package?
Some orders may be split into multiple shipments. In these cases, the packages may arrive 1–2 business days apart.
The delivery time has passed. Where is my order?
If your order is taking longer than expected, please allow an extra 3 business days for potential delays.
If your package still hasn’t arrived, contact us at support@shopsira.com.
Can I change my delivery address?
We’re unable to modify the delivery address once your order has shipped.
If you need to change your address, please contact us within 24 hours of placing your order at support@shopsira.com.
What if my order is damaged or incorrect?
If your item arrives damaged or is not what you ordered, email us right away at support@shopsira.com. We’ll send a free return label and arrange either a replacement or a refund.
2. RETURN & REFUNDS
What is your return policy?
You may return your item within 14 days of receiving your order.
What are the requirements for a return?
Returned items must:
- Be in good condition (new or lightly used)
- Be sent back in the original packaging
- Include all parts and show no excessive wear (unless caused by us)
- Be returned within 14 days of delivery
What are valid reasons for a return?
- Damaged item
- Wrong product received
- Missing items
How do I start a return?
Please follow these steps:
- Download and print the Return Form.
- Place it inside your return package.
- Ship your item to:
GT Ecom B.V.
Betuwehaven 8
3433 PV Nieuwegein
Utrecht, Netherlands - Use a trackable shipping service.
- Email your tracking number to support@shopsira.com.
Who pays for return shipping?
- Damaged or incorrect items: We cover the return shipping cost.
- Other returns: The customer is responsible for return postage.
Do you charge a restocking fee?
No — we do not deduct any restocking fees.
When will I get my refund?
- You’ll be notified once your return is received and inspected.
- Refunds are issued within 5 business days to your original payment method.
- Your bank or card issuer may require additional time to process the refund.
My refund seems delayed. What should I do?
If your refund hasn’t appeared after 10 business days, please check with your bank or card provider. If there is still no update, contact us at support@shopsira.com.
3. GENERAL & SUPPORT
How fast can you answer my question?
We aim to respond within 24 hours, Monday to Friday.
Contact Information
Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, Netherlands
Email: support@shopsira.com
Telephone: +31 85 115 5953
Chamber of Commerce Number: 82232393
VAT Number: NL862386780B01
Company Name: GT Ecom B.V.
Store Name: Shop Sira
Business hours
Monday–Friday: 8:00 AM–6:00 PM AEST
Saturday–Sunday: Closed
Public Holidays: Closed