FAQ

If you have a question about your package, we've put together a handy list of frequently asked questions below. We hope you find it helpful! If not, feel free to get in touch with us.

How long will it take to receive my order?
Our average delivery time is 7-15 working days. We're committed to protecting the environment and doing our part for a better world. To minimise our carbon footprint, we ship all orders together once we've reached our minimum order quantity. We appreciate your understanding and support in helping us make a difference.

How can I track my order?
Once your order is on its way, you'll receive a tracking number to monitor your package online via our tracking page. Be sure to check your junk mail folder, as our emails might end up there. Please note, it may take a few working days for the Track & Trace system to activate.

12 working days have passed, and I still haven't received my package?
We're sorry for the delay. Have you checked the Track & Trace code? Sometimes parcels can be held up at customs. Please wait an additional 3 days. We apologise for the inconvenience, but in 99% of cases, the parcel will still be delivered. If you have waited 5 working days plus another 3 days, contact us, and we'll find a solution together.

Can I cancel or change my order?
We understand that plans can change. If you need to cancel or change your order, please contact us as soon as possible. We'll do our best to accommodate your request, but please note that we cannot guarantee any changes after your order has been processed.

Do you offer refunds or exchanges?
We want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, please contact us within 14 days of receiving it to arrange a refund or exchange.

What payment methods do you accept?
We accept all major credit cards and PayPal.

How can I contact customer service?
You can reach our customer service team via email at info@sian-melbourne.com. Our contact details are also available on the "Contact" page of our website.

Most of your questions should be answered here, so you might not need to contact us! However, if you can't find the answer you're looking for, don't hesitate to reach out.