frequently asked questions

ONLINE PURCHASING

PAYMENTS

SHIPPING

RETURNS

frequently asked questions

A PRE-ORDER IS AN ORDER PLACED FOR AN ITEM THAT HAS NOT YET BEEN RELEASED.

SPECIAL COLLECTION CAN BE AVAILABLE FOR PRE-ORDER. THE ITEMS YOU PRE-ORDER ARE RESERVED FOR YOU AND WILL BE SHIPPED OUT AS SOON AS THEY ARE AVAILABLE. AN ESTIMATED DELIVERY DATE IS INDICATED FOR EACH PRE-ORDER ITEM WITHIN THE PRODUCT PAGE.

AS FOR ANY ORDER, YOU WILL BE ASKED TO SUBMIT YOUR PAYMENT UPON PLACING THE ORDER.

YOUR BANK ACCOUNT WILL BE DEBITED AS SOON AS YOU GIVE YOUR FINAL VALIDATION FOR THE PRE-ORDER (BY CLICKING ON “PAY YOUR ORDER”).

AFTER PLACING YOUR ORDER, YOU WILL RECEIVE AN ACKNOWLEDGEMENT EMAIL WITH THE DETAILS OF YOUR ORDER.

FROM THIS MOMENT ON, OUR WAREHOUSE WILL TAKE CARE OF EVERYTHING AND AS SOON AS THE ORDER SHIPS, WE WILL SEND YOU A SHIPPING CONFIRMATION EMAIL WITH TRACKING DETAILS.

YOU CAN CHECK THE STATUS OF YOUR ORDER AND TRACK ITS DELIVERY AT ANY TIME.

SIMPLY ENTER THE ORDER NUMBER AND EMAIL YOU USED DURING CHECKOUT IN THE FOLLOW YOUR ORDER PAGE OR CLICK ON THE LINK "TRACK YOUR ORDER" IN YOUR SHIPPING CONFIRMATION EMAIL.

PLEASE CONTACT OUR CLIENT SERVICE AS SOON AS POSSIBLE TO CANCEL AN ORDER.

UNFORTUNATELY, WE ARE UNABLE TO MODIFY YOUR ORDER ONCE IT HAS BEEN PLACED.

NO CHARGE IS MADE TO THE CUSTOMER’S CREDIT CARD IF THE ORDER IS CANCELLED. IF THE CREDIT CARD HAS ALREADY BEEN CHARGED, THE CUSTOMER WILL BE PROMPTLY REIMBURSED.

sisialene accepts the following payment methods: Visa®, MasterCard®, American Express® credit cards.

Your card will not be charged until your order is shipped. However, it may show a pre-authorisation of the funds immediately upon order.

Payment will be taken for pre-ordered items at the time of or shortly after you submit your order and in advance of shipping.

PURCHASING ON SISIALENE.COM IS RESERVED FOR END CONSUMERS. OUR PRICES ARE INCLUSIVE OF UK VAT.

FOR EACH ORDER, SISIALENE.COM ISSUES AN INVOICE; THE DOCUMENT WILL BE SENT AS AN ATTACHMENT IN THE SHIPPING CONFIRMATION EMAIL. PLEASE NOTE: ONCE THE ORDER HAS BEEN CONFIRMED, THERE IS NO WAY TO MODIFY THE DETAILS YOU HAVE ENTERED AND IT IS NOT POSSIBLE TO ISSUE A NEW INVOICE.

SHIPPING IS ALWAYS COMPLIMENTARY.

DELIVERY CAN TAKE 1-2 BUSINESS DAYS UP TO 3-4 BUSINESS DAYS FROM THE DATE OF THE PURCHASE.

PRE-ORDERS WILL BE DELIVERED AT THE RELEVANT ESTIMATED DELIVERY DATES SPECIFIED IN THE PRODUCT PAGES DESCRIPTION.

ONCE THE PACKAGE IS SHIPPED, YOU WILL RECEIVE A CONFIRMATION E-MAIL WITH TRACKING DETAILS.

We ship all orders from our warehouse in london (uk).

For security reasons, an adult signature is required upon delivery.

ALL ORDERS ARE SHIPPED BY ups.

UPON DELIVERY, PLEASE MAKE SURE THAT THE NUMBER OF BOXES DELIVERED ARE AS STATED ON THE DELIVERY CONFIRMATION DOCUMENT, AND THAT THE PACKAGE IS NOT DAMAGED IN ANY WAY.

ANY DAMAGE TO THE PACKAGING AND/OR THE PRODUCT OR ANY DISCREPANCY BETWEEN THE NUMBER OF BOXES DELIVERED, SHOULD BE IMMEDIATELY NOTIFIED BY INDICATING IN WRITING ON THE COURIER’S DELIVERY DOCUMENTS.

WE HOPE YOU LOVE YOUR PURCHASE BUT IF YOU’VE CHANGED YOUR MIND, NO PROBLEM – ALL RETURNS ARE COMPLIMENTARY.

IF YOU WISH TO cancel and return your purchase, PLEASE NOTIFY OUR CLIENT SERVICE WITHIN 14 CALENDAR DAYS FROM THE DATE OF DELIVERY. YOU WILL THEN HAVE 14 DAYS FROM THE NOTIFICATION DATE TO RETURN your purchase.

your Purchase must be returned from the original shipping location.

THE PRODUCT(s) you wish to return MUST BE UNWORN, UNUSED, IN ORIGINAL CONDITION, WITH THE SECURITY TAG(s) STILL ATTACHED, AS WELL AS WITH THE ORIGINAL SISIALENE BOX AND DELIVERY PACKAGE, INCLUDING ALL ACCESSORIES AND DOCUMENTS. THE PRODUCT(s) MUST BE ACCOMPANIED BY A COPY OF THE purchase invoice.

PLEASE FOLLOW THE RETURNS PROCEDURES BELOW IN ORDER TO RETURN YOUR PRODUCT(S) TO US FREE OF CHARGE.

TO CANCEL A PURCHASE, please NOTIFY OUR CLIENT SERVICE WITHIN 14 DAYS FROM THE DELIVERY DATE, PREFERABLY BY EMAIL AT CUSTOMERCARE@SISIALENE.COM GIVING US YOUR NAME, ORDER NUMBER AND DETAILS OF THE PRODUCT(S) YOU WISH TO RETURN

Place the items and a copy of the purchase invoice inside the box in which you received your purchase. Kindly ensure that the box is safely sealed.

AFFIX THE PRE-PAID UPS LABEL you RECEIVED WITH YOUR PURCHASE to the outside of the box.

visit www.ups.com to find your local UPS support phone number, and call to arrange a free collection. THE RETURNED PRODUCT(S) MUST BE HANDED TO THE COURIER WITHIN 14 DAYS OF INFORMING OUR CLIENT SERVICE.

ALL RETURNS ARE COMPLIMENTARY.

the refund will take place within 72 hours of receipt of the product(s) at the warehouse. However, the maximum period for refund is 14 days after receipt. A confirmation email will be sent to you.

The refund will then be made according to the same payment method and in the same currency as that used by you upon payment of your order.

PLEASE CONTACT OUR CLIENT SERVICE SO WE MAY SEND YOU A NEW ONE.

OUR ADVISORS ARE HERE TO ASSIST YOU WITH PRODUCT AND STYLING ADVICE, AND TO ANSWER ANY QUESTIONS YOU MAY HAVE.

YOU CAN EMAIL US AT customercare@sisialene.com. A SISIALENE ADVISOR WILL RESPOND TO YOU IN ENGLISH WITHIN 24 HOURS, FROM MONDAY TO SATURDAY.

SISIALENE

160 City road london ec1v 2nx united kingdom

FOR EACH ORDER, SISIALENE.COM ISSUES AN INVOICE; THE DOCUMENT WILL BE SENT AS AN ATTACHMENT IN THE SHIPPING CONFIRMATION EMAIL.
PLEASE NOTE: ONCE THE ORDER HAS BEEN CONFIRMED, THERE IS NO WAY TO MODIFY THE DETAILS YOU HAVE ENTERED AND IT IS NOT POSSIBLE TO ISSUE A NEW INVOICE.

YOU CAN EMAIL US AT customercare@sisialene.com.
A SISIALENE ADVISOR WILL RESPOND TO YOU IN ENGLISH WITHIN 24 HOURS, FROM MONDAY TO SATURDAY.

160 City road
london ec1v 2nx
united kingdom