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We're located in Sydney, Australia Customer Care hours: Sun - Thurs | 3pm - 11pm PST

Customer Care

PAYMENT
PAYMENT METHODS

CREDIT CARDS

We accept Visa, MasterCard and American Express. Note, cards issued by local banks which are not listed above will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.

PAYPAL 

PayPal express feature is available to speed through the checkout.

STORE-CREDIT AND GIFT CARDS

You can also use store-credit or a gift card. Each gift card and store-credit carries an individual code you can easily enter when completing the checkout. They both expire after 6 months and may be combined with promotions. 

PAYMENT SECURITY

All transactions submitted through our website are protected by SSL (Secure Socket Layer) encryption which encrypts information you input to protect it from interception by outside parties.

SIR is committed to maintaining the highest levels of security and protection against fraud. While we make every endeavour to ensure every shopping experience with us is a good one, in the event a credit card is used without the holder's authorisation, the card holder must notify their credit card provider in accordance with their reporting rules and procedures.

ORDER VERIFICATION

Orders may be subject to payment verification. For the protection of our customers, we want to ensure that every order that we ship out was authorized by the cardholder. If your order is placed on hold, we will reach out to you right away to ensure that the delays are minimal.

ORDERING
CHANGING OR CANCELLING AN ORDER

If you need to change or cancel your order please contact our team straight away. We, unfortunately, cannot make any changes or cancel your order after it has left our premises.  If you have any urgent changes please contact our team ASAP by clicking here. We pack and ship orders daily so cannot guarantee your requests can be made.

PRE-ORDERS

Pre-orders are items that are not in stock currently but are being made to order and will ship at a later date. The estimated arrival date for the item will be displayed on the product page. If you submit a pre-order, this is treated like an actual order and you will be charged for the item/s and shipping when placing your order and your order will be mailed out to you as soon as the shipment reaches our warehouse.




For orders that contain a combination of in stock item/s and pre-order item/s, these will be shipped separately so you receive your in-stock item/s straight away. Pre-order item/s will be shipped on the date advertised on description. No additional postage charged will be incurred in these circumstances.

SHIPPING & DELIVERY

We offer free express worldwide shipping on all orders! Check services below for more details.

SHIPPING SERVICES

Below rates are for our international customers. If you are shipping to Australia or New Zealand click here to be directed to our Australian website.

SERVICES

ESTIMATED DELIVERY

COST

Rest Of World DHL Express Shipping

3-5 Business Days

FREE

Israel & United Arab Emirates DHL Express Shipping

3-5 Business Days

FREE
PROCESSING TIME

Orders placed before 12pm AEST Monday – Friday (Sydney, Australia) will be shipped same day.

Orders will be delivered between 8am – 6pm Monday to Friday. Please ensure that someone is available at your delivery address as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect.

Please note that once your order is on its way, we are unable to change the shipping address.

POSSIBLE DELAYS

We do our best to ensure the timely delivery of all orders, please bear in mind that we are only provided with an estimated delivery date from our carriers. On a rare occasion, your order can arrive outside of the estimated timeframe.

TRACKING YOUR ORDER

You can track your order via our shipping confirmation email and from your "My Account". If you do not receive your tracking details, please contact our team directly.

DUTIES & TAXES

All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities.

Duties and taxes are the responsibility of the customer and we recommend you please check your local customs website for estimated costs.

SIR reserves the right to deduct any return costs incurred from the total return amount for orders that are refused at customs should duties and taxes be unpaid. 

GIFT WRAPPING & MESSAGE

All SIR packages are gift wrapped with tissue paper, SIR sticker and box. If you wish to include a personal note, please email info@sirthelabel.com immediately after placing your order.

Returns

SIR offers easy 30 day returns from the delivery date of your order.

Items purchased on sale, during a flash sale/promotional event or have used a promo code that discounts the order are only eligible for an exchange or store credit only. Customers who have used our Welcome 10% Off Sign Up Offer can return for a refund, store credit or exchange. 

Items marked as "final sale - no returns or exchanges" cannot be returned. If merchandise is returned despite this policy, items will be sent back to you at an additional charge. 

Please ensure you read full Returns Policy before purchasing.

RETURNS POLICY

We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we’ll happily accept a return subject to the following conditions:

  • Sale items or items purchased during a flash sale/promotional event are only eligible for a store credit or exchange;
  • Orders which have used a promo code that discounts the order (excluding our Welcome Offer) are only eligible for a store credit or exchange;
  • Item/s must be returned within 30 days of receiving your purchase together with original proof of purchase from either our SIR Manly Boutique or online store;
  • Item/s must be returned in original condition, unworn, unaltered, unwashed and with their tags attached;
  • Item/s marked as "final sale - no returns or exchanges" cannot be returned. If merchandise is returned despite this policy, items will be sent back to you at an additional charge;
  • Gift Cards may not be returned.

We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns timeframe. Store-credit notes are valid for 3 years from the date of issue.

Original shipping charges are non-refundable and charges for returned items are the responsibility of the customer. SIR takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by SIR.

HOW TO RETURN YOUR ORDER

To make a return, follow the steps below:

  1. Start by lodging your return in via our returns portal, click MAKE A RETURN to get started;
  2. Make sure you have your order number and email address used on the order to login in. Once logged in, follow the steps through to completion;
  3. You will then be emailed next steps with return address details for you to send your item/s back.


You will receive status updates via email once we recieve your parcel and again when it has been processed. When sending your item back, we recommend using a traceable postal service as SIR is not liable for the loss of garments being returned. 

If you are unsure on the rate you should be charged when shipping back your return, please contact our Customer Care team info@sirthelabel.com as we'll be more than happy to help point you in the right direction.

 

SIR PROCESSING YOUR RETURN

We endeavour to process refunds daily but please allow up to 3-5 business days for your return to be processed.

You will receive email notification of when our team has received your return and again when it has been processed. 

FAULTY ITEMS

We sincerely apologise for any inconvenience caused by receiving a faulty garment. Please contact our Customer Care team info@sirthelabel.com with your order number and images of the fault and we will work with you to resolve it as soon as possible.

Please note that faulty items purchased from a SIR stockist are required to returned to the place of purchase.

PROMO CODES, FLASH SALE & PROMOTIONAL EVENT RETURNS POLICY

All orders placed during a flash sale, promotional event or if a promo code is used to discount your order are considered a sale item and normal sale policy apply. Returned item/s will be automatically processed as a store credit or exchange.

Items marked as "final sale - no returns or exchanges" cannot be returned. If merchandise is returned despite this policy, items will be sent back to you at an additional charge. 

Orders placed with our Welcome 10% Off Sign Up Offer are entitled to return for a refund, exchange or store credit.

FAQ

Please note, you are currently on our International website. If you’re an Australian or New Zealand customer please CLICK HERE to be redirected to our Australian website.

Please find below some of our most Frequently Asked Questions (FAQs). If your question isn't answered here and you’d like to speak to someone in Customer Care please CLICK HERE.

WILL I HAVE TO PAY FOR CUSTOMS & DUTIES?

We ship from Australia, so if you’re an international customer you are responsible for customs & duties within your own country. For further information, we recommend contacting your local customs office. SIR is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.

DO YOU HAVE A STORE?

Yes, we currently have 2 stores. Details below:

Manly Flagship Boutique
Address: 85 - 87 Pittwater Road, Manly
Phone Number: +61 2 9977 5670


Canggu Bali Boutique 
Address: Jl Pantai Batu Mejan No.69 Canggu, Bali, Indonesia
Phone Number:+62 812 4610 800 

WHAT CURRENCY IS USED ONLINE?

You are currently browsing our International website. All prices are charged in USD. If you are from Australia or New Zealand and wish to shop you'll need to go to our Australian site, CLICK HERE.

DO YOU OFFER RETURNS OR EXCHANGES?

Yes, we offer 30 business day returns on all items. To read our full Returns Policy CLICK HERE.

WHAT DO I DO IF I RECEIVED A FAULTY ITEM?

Please EMAIL US with your order number and a photo of the fault. Once we receive your request we will arrange a replacement or refund for you.

WHAT DO I DO IF I RECEIVED AN INCORRECT ITEM?

Please EMAIL US with your order number and style you’ve incorrectly received. Once we receive your request we will insure you receive your original order.

HOW CAN I USE A GIFT VOUCHER/PROMO CODE?

When you’re ready to checkout and are looking at the items in your cart, please go to PROCEED TO CHECKOUT. You will then have the option to add your discount code or promo code to your order. Please note, only one discount code can be redeemed per order.

CAN I USE A PROMO CODE AND GIFT CARD ON THE SAME ORDER?

Yes! You can use a promo code and also your Gift Card in the same order. Gift Cards are a valid form of payment regardless of using a promo code.

WHAT CAN I DO IF MY PROMO CODE ISN'T WORKING?

Gift Cards are case sensitive so please check your caps lock. If you are still having trouble applying your promo code or Gift Card, please contact our customer care team here.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

If the items in your order are in stock, your order will be dispatched same business day if placed before 12pm AEST or the next business day if placed after 12pm AEST.

During busy periods, promotional events and sales there may be delays on the dispatch of your order.

CAN I SHIP TO A PO BOX OR HOTEL?

Within Australia, we can ship to a PO Box, but sadly cannot ship to hotels. If you are shipping outside of Australia we cannot ship to PO Boxes or Hotels.

CAN I CHANGE MY ORDER?

Our warehouse starts processing orders immediately after they are placed, if you contact our team straight away we can update/cancel your order.

Once the order has left our premises we are not able to make any changes.

HOW LONG ARE GIFT CARDS VALID FOR?
SIR Gift Cards are valid for 3 years from the date of purchase. E-Gift Cards will receive an email notification with code to use at checkout, Physical Gift Cards will have code provided on the back of card.
HOW CAN I TRACK MY ITEM?

Once you order is dispatched you will receive shipping confirmation, along with tracking details for your order.

HOW LONG ARE GIFT CARDS VALID FOR?
SIR Gift Cards are valid for 3 years from the date of purchase. E-Gift Cards will receive an email notification with code to use at checkout, Physical Gift Cards will have code provided on the back of card.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We are currently accepting the below methods as payment:
 
  • Visa 
  • Mastercard
  • Amex
  • Paypal
  • SIR Gift Voucher 
HOW DO I USE MY STORE CREDIT?

If you don’t have an account with us, you will need to set one up in order to use your credit note.

To create an account follow this link: https://sirthelabel.com/account/register

Fill out the fields and create a password. If it mentions your password is incorrect this means you have an account so you may need to click forgot password, which you can then reset and follow the prompts via an email notification. 

MY VOUCHER/STORE CREDIT HAS EXPIRED, CAN IT BE EXTENDED?

Yes! We are more than happy to extend your voucher/store credit if it is requested within 4 weeks of expiration. 

IF AN ITEM IS OUT OF STOCK, CAN I BE NOTIFIED IF IT RETURNS?

Yes, you can be! Go to the product you wish to purchase, select the colour and size and when the style is out-of-stock an email address field will appear. Once you sign up, you will be notified once we receive delivery.

HAVE YOU RECEIVED MY RETURN

As soon as we receive your return back into our warehouse, you will receive an email confirmation. Please allow 3-5 business days for our team to process your return and your accounts to be credited.