FREQUENTLY ASKED QUESTIONS
WE ARE EXPERIENCING A HIGH VOLUME OF ORDERS AT THIS TIME AND ORDERS MAY TAKE UP TO 4 BUSINESS DAYS TO DESPATCH.
Every year Black Friday causes delays with shipping for both international + Australian parcel. We pay for the express shipping option with the best tracking possible + signature on delivery for your security. However during Nov/Dec delays are expected as every year the volume of parcels increases at the end of November through to Christmas. Please note all sales are final, and are not available for exchange or return. If you have a faulty item please let us know immediately and we can offer a replacement or have your item mended.
We are currently operating at full capacity in accordance with the World Health Organization's guidelines. All orders will continue to be dispatched within 24 hours (not including Saturday or Sundays). We continue to send all parcels via International Express Shipping free. Some countries and states express post has slowed down an estimate delivery time will show on your checkout page depending on your country. We have chosen the fastest option available for International and National customers.
Damaged/Faulty item received?
We take immense pride to ensure all garments are premium quality. If you are concerned with a faulty or damaged item, please get in contact via email at email@example.com so we can immediately resolve the issue for you!
How to request returns?
It's really simple & easy! Get in contact at firstname.lastname@example.org so we can help you. We do not cover return shipping costs and take no responsibility for loss of garments being returned. We recommend registered post service to return garments and keep a record of tracking details.
Sisters The Label will accept returns within 14 days from receiving your order for any reason including change of mind. The garment must be in original unworn condition with all tags/labels remaining in place. Garment/s must not have been worn, washed or altered in any manner. We cannot accept returns which do not satisfy these basic requirements. Returns refund are in full. We do not accept returns or exchanges on sale items unless required by law. A coupon code is not classed as a sale item and is refundable as a normal purchase unless the coupon has the word SALE in it. If you return an item that is not in original condition or outside of the returns policy then you may be requested to pay for your postage. Sale items that are faulty will be replaced please contact us immediately to help you.
Buying in our SALE?
All sale items will be sent within 5 business days. If sale item is on pre-order then it will be sent on the specified pre-order date. All sale items are non-refundable and not available for exchange. If there is a fault please let us know and we can organise to replace the same item at our own discretion.
FREE Shipping Australia Express Post Signature On Delivery (Brisbane, Melbourne, Sydney and Australia Post Next Day Delivery Network)
Orders will be dispatched by Australia Post Express. A signature on receipt will be required.
Orders placed before 10.00am (AEST) Monday to Friday will be dispatched on the same day and delivered the next working day (if you are within the Australia Post Next Day delivery network). Orders placed between 10.00am Friday and 10.00am Monday will be sent on Monday will be delivered on Tuesday within the Australia Post Next Day delivery network. We do not dispatch or on Saturday, Sunday or public and local holidays.
If you are unsure if your address is within the Australia Post Next Day delivery network please check your state and postcode by clicking here. If you are not in the Australia Post Next Day delivery network your parcel will be posted express to ensure fastest delivery possible however please allow 2-5 business days for your garment to arrive.
Timing of delivery is subject to payment authorization and stock availability. Sisters The Label cannot be held responsible for late or failed deliveries for reasons outside of its control e.g. in the cases of customs delays, adverse weather conditions, incorrect delivery address not due to our error. In cases where we are unable to deliver all the products within your order at the same time, or where there are multiple boxes within your consignment, the separate boxes may be delivered in separate parcels at no further cost to you.
Delivery Confirmation and Contact Details
When your order is dispatched you will receive a confirmation email this will include a link to your tracking information. Tracking for some countries tracking is unavailable. If you have placed an order for an in stock item and you have not received the tracking within 24 hours (excluding Saturday + Sunday) please contact us is via email email@example.com
EXPRESS International Delivery - IS IT FREE?
Yes! We offer Express International delivery at no cost to you. Most international destinations take approximately 2 weeks to arrive from date of dispatch. To see the current estimated date of arrival please see shipping for your country at checkout.
As with all postal services there is no guarantee on delivery time frames. Occasionally there are delays in customs, weather and during peak seasons. During November/December please allow extra time for delivery as every year the post is delayed during this peak period. Postal delays are out of our control and happen occasionally - please be aware of this and allow for delays.
Sisters The Label does not hold responsibility for posting times and possible delays.
Timing of delivery is subject to payment authorization and stock availability. Sisters The Label cannot be held responsible for late or failed deliveries for reasons outside of its control e.g. delay in the cases of delay in customs, adverse weather conditions, incorrect delivery address not due to our error.
In cases where we are unable to deliver all the products within your order at the same time, or where there are multiple boxes within your consignment, the separate boxes may be delivered in separate parcels.
I am trying to ship and it is unavailable to my country?
From time to time AUSPOST temporarily suspends parcels to a country. This is usually fixed. If you are stopped at the checkout please let us know and we can try to find an alternative route to you. If you are purchasing from UK and your parcel value is under $240 AUD we cannot send to you due to BREXIT issues.
What are the local postal service days?
AusPost operates Monday - Friday. All standard orders placed after 10am on Friday through to 10am the following Monday will be dispatched on the Monday.
2022 Local or Public holidays:
10 August; 3 October; 24-26 December.
2023 Local or Public holidays:
2 January; 26 January; 7 - 10 April; 25 April; 1 May; 16 August; 2 October; 24-26 December.
These dates are local or public holidays where no postal service is available. If your order has been placed on one of these days you can expect the delivery to arrive 1 public day later for each day.
Please ensure you check your own region if delivery may be interrupted by your own local holidays or peak mail issues.
Hidden fees and charges at the check out?
No, we have no hidden fees or additional charges at our checkout. Our prices are charged in Australian Dollars at our checkout. The cost you see will already include Australian GST (for all Australian orders) and free express shipping. If your country requires you to pay a tax on goods you will need to pay for this when you receive your parcel.
All UK + EU parcels will require VAT/TAX to be paid upon arrival this is currently approximately 20% of total order. This is payable by you before delivery.
What payment methods do you accept?
Paypal, Paypal Express Checkout, Visa, Mastercard, Afterpay, Zippay
How to use my coupon code or gift certificate?
If you have a coupon code or a gift certificate you would like to use, enter the code correctly into the coupon code box. If you are paying through our CHECKOUT this is located on the first page of the checkout. You will see if you are using a Desktop/PC on the right hand side of the page. If you are paying on a tablet or mobile the discount code area is on the third page of checkout (above where you enter payment details). If you are paying through Paypal you enter your code after logging in through Paypal you will return to the checkout and be able to enter the discount code before finalising purchase.
Please note that our coupon codes and gift certificates are available to redeem at our online store only. Only one code or certificate is redeemable per transaction. Coupon codes are only available while stocks last and are not available for pre-order items or sale items. Coupon codes are only valid for 48 hours only unless specified otherwise.
If you purchase with a coupon code you can return the item for any reason as long as it is within our Returns Policy. A coupon code is not classed as a sale.
Our garments are all OSFM (One size fits most) to fit sizes:
|Australia||6 - 12|
|USA||2 - 10|
|UK||6 - 12|
|Japan||5 - 13|
|France||32 - 40|
Some garments may have a smaller or larger fit. This will be expressed on each page.
How to care for your silk garment
Most of our garments are made from 100% pure silk. Not inclusive of trimmings. Please handle with care, and dry clean only to ensure the vibrant colour and the fine lustre finish remain at highest quality.
The fastest and easiest way to get in contact is via email. We have our email available during the standard working week. If you email on a holiday or weekend we will respond on the next working day (Monday or Tuesday if Monday is a public/local holiday). Feel free to contact us with any questions at firstname.lastname@example.org we would love to help you.