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 want to return an item, contact our customer service within 14 days of receiving it at support@shopsira.com.
Our team will send you a return form to print, fill in, and include in your return package.
- Shipping costs for the return are the customer's responsibility.
- Exception: If you received a wrong or damaged item, we’ll cover return shipping and email you a free return label to download and print.
Please repackage your item(s) using the original packaging. The customer is responsible for proper packaging. Returns sent without contacting us will not be accepted.
For more details, please read our Return 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.
For further questions, please contact us at:
Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, the Netherlands
Email: support@shopsira.com
Telephone: +31 6 1058 8864
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