Customer Care

PAYMENT

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. 

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.

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.

You are currently on our in International website. Your card will be charged in USD and any conversions will be handled by your financial institution.

ORDERING

MAKING CHANGES TO AN ORDER

Unfortunately, we are not able to change the items in an order once the order has been placed. We can however cancel an order at any point before it ships out. You can then place a new order for the correct product/s. To cancel your order please contact our team ASAP as all orders leave our premises at 12pm AEST daily. To contact please email info@sirthelabel.com

CANCELLING AN ORDER

We accept order cancellation requests if you contact our team same day order has been placed and before 12pm AEST as orders are packed and dispatched daily.

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

SERVICES

ESTIMATED DELIVERY

COST

ORDERS OVER $300 ORDERS

Rest Of World DHL Express Shipping

3-5 Business Days

$35

FREE SHIPPING

Israel & United Arab Emirates DHL Express Shipping

3-5 Business Days

$60

FREE SHIPPING

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.

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.

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. 

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 & Exchanges

SIR offers easy 30 day returns from delivery date on all items. Note that sale items are only eligible for an exchange or store credit. Please ensure you read full Returns Policy before purchasing.

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 promotional event 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;
  • Item/s must be returned in original condition, unworn, unaltered, unwashed and with their tags attached;
  • Shoes – please try on shoes on soft surfaces before they are worn generally. We will not accept shoes returned with sole markings or scratches;
  • 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 6 months from the date of issue.

We encourage you to return your item/s via a prepaid registered or traceable postal service and taking note of your tracking number. SIR is not liable for the loss of garments being returned.

Making a return has never been easier! You now can lodge and watch the status of your return through your customer account on our website. Please follow below steps to lodge your return:

  1. Enter our returns portal via your customer account (you can log in to your account via the top navigation) or by the page link MAKE A RETURN in the bottom navigation.
  2. If you’ve entered through your customer account, on the ORDERS page you will see the button on the top right MAKE A RETURN, click this to enter the returns portal.
  3. Once you’ve entered the returns portal you’ll need your order number and email address associated with your order.
  4. Once in the returns portal, follow the steps all the way through to completion. You will then receive an email notification with the address of where to send your return back to.
  5. You can check the status of your return via the returns portal.
  6. You will also receive email communication once the SIR Returns team receive your parcel and again when we have processed your return.

 

All exchanges receive Complimentary Express Shipping when being sent back to you! Exchange requests are subject to item/s availability.

 

Please ensure your return is sent via a prepaid and traceable postal service. SIR is not liable for the loss of garments being returned.

The return address will be provided once you complete making your return on our online returns portal. To make your return CLICK HERE

We endeavour to process refunds daily but please allow up to 3-5 business days for your return to be processed. You will receive an email notification of when our team has received your return and again when it has been processed. Upon receipt your return will undergo a quality review. Original shipping charges unless item is faulty will not be refunded.

Store credit – is another form of cash that is refunded to your customer account. Store credits are automatically applied at the checkout to your next order but to use ensure you’re logged into your account. You can also check your store credit balance by logging into your customer account.

Exchange – will be processed as a new order to the same address as your original order with no additional shipping charges. If your new order is of higher value our team will be in touch, if of lower value you will be issued a store credit.

Refund – will be processed back to the original credit card. Refunds can take several business days to reflect on your credit card statement depending on your payment provider. Please note, item/s discounted from a promotional event or were marked on sale cannot be returned for a refund.

We aim to provide you with products of the highest standard and quality. If you have received a product with a manufacturing fault, please contact us as soon as you receive your order. This way we can guide you through the returns process and help resolve the problem. Please provide out team with images of the damage, defect or fault for preliminary assessment.

If the product is confirmed to have a manufacturing fault, we will replace the product or refund the price of the product to your original payment method at your request. If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.

It does not constitute a defect, if in our reasonable opinion, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse or failure to use in accordance with care for instructions.

All returns for orders placed during promotional event are considered a sale item, normal 'sale’ returns policy applies. Orders will be returned as either an exchange or online store credit, no refunds for change of mind purchases.

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.

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.

Yes, we have just recently opened our first store in Bali Canggu. Our store details below:

Address: Jl Pantai Batu Mejan No.69 Canggu, Bali, Indonesia

Hours: 9am – 8pm, Monday - Sunday 

Phone Number: +62 812 4610 800 

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.

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.

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.

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.

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.

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.

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.

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.