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. 

AFTERPAY (Australian customers only)

Afterpay is an interest free payment plan option where you can spend up to $1,000.

The funds for the first payment will need to be available on your card at the time of purchase. Note that orders purchased with Afterpay and returned are only entitled to an exchange or store credit. No refunds can be processed for Afterpay orders.

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 Australian and New Zealand website. Your card will be charged in AUD and any conversions will be handled by your financial institution.

ORDERING

Unfortunately, we are not able to change or cancel an order once placed. Please make sure you choose your items carefully and add the correct shipping before placing your order. 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 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 recommend ordering by Tuesday 18th of December to guarantee delivery of your order for Christmas Day.

During this busy period Australia Post are experiencing delays due to a high influx of orders. Our usual Overnight Express Service is currently taking up to 1-2 days. We appreciate your patience and will update our website once delivery timeframes are back to normal.

SERVICES

ESTIMATED DELIVERY

COST

ORDERS OVER $300 ORDERS

Same Day Courier Service (Sydney Metro)

Same Day

Calculated at checkout

 

Express Shipping (Metro Areas excluding Adelaide and Perth)

1-2 Business Days

$10

FREE SHIPPING

Express Shipping (Rural Areas)

3-5 Business Days

$10

FREE SHIPPING

New Zealand Express Shipping

2-4 Business Days

$25

 

SAME DAY SERVICE

We offer a same day shipping service to customers located in the Sydney metro area. If your address is valid to select our same day service it will appear as an option in the checkout.

METRO & RURAL AREAS

Our express service delivery timeframes are based off your location to our warehouse in Sydney. Metro cites across Australia are an overnight delivery excluding Adelaide and Perth which usually take 2 business days. Rural areas across Australia take anywhere between 3-5 business days. 

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.

Email returns@sirthelabel.com to receive authorisation of your return. Please include the following details in your email:

  1. - Order number
  2. - What you’re returning
  3. - Reason for return
  4. - If you would like an exchange/store-credit/refund
  5. - If exchange, what item you’d like to have sent back

 

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

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;
  • - Orders placed with Afterpay 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.

Our return address will be provided once you email our team. Steps are above in “How To Return Your Order”.

Returned items must be received by SIR within 5 business days of our authorisation email. Upon receipt of the items, they will undergo a quality review and once cleared, you will receive a refund, exchange or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase.

We endeavour to process refunds as soon as they are received but please allow up to 3-5 business days for returns to be processed. You will receive an email notification of the status of your refund once finalised. Refunds can take several business days to reflect on your credit card statement. This varies depending on your payment provider.

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.

FAQ

Please note, you are currently on our Australian Website. If you’re an international customer please CLICK HERE to be redirected to our international 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 Australian Website. All prices are charged in AUD. If you aren't from Australia and wish to shop our international website, CLICK HERE.

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

Please EMAIL US ASAP with your order number and style you’ve incorrectly received. Once we receive your request we will arrange a replacement or refund for you.

When you’re ready to checkout and are looking at the items in your cart, click 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, we cannot guarantee that your requested changes can be made to your order prior to shipment.  Please make sure you choose your items carefully and add the correct shipping before placing your order. If you have an urgent change contact our team straight away and we’ll try and assist with any change requirements as once the order has left our premises we are not able to make any changes.

Afterpay is an interest free payment plan that we offer on all of our Australian orders. For more information please view our info page.

After Pay

Afterpay is a third party payment solution which allows you to purchase your items straight away without having to pay a lump sum. No interest, ever — and no additional fees when you pay on time. Automatic payments are taken every two weeks in four equal instalments.

For more information on Afterpay visit their website here. If you have a question about your Afterpay account or order, please contact Afterpay’s customer support at info@afterpay.com or use the contact form HERE.

Shop sirthelabel.com as usual. In the checkout, select "Afterpay" as your payment method. If you’re a new customer to Afterpay you will register provide payment details (they accept Visa or Mastercard). If you’ve used Afterpay before, just log in to your Afterpay account and complete your order.

Please note: your order value must be between the total value of $35 and $1000.

Afterpay is only available to customers with an Australian billing address. Customers with international billing addresses will not be able to create an Afterpay account.

Like any SIR the label order, Afterpay orders are delivered within our standard shipping timeframes. refer to our shipping & delivery for more information.

Afterpay orders can be returned for a store credit only. Unfortunately no refunds for orders placed with Afterpay so make sure you choose carefully.

HOLIDAY SEASON TERMS & CONDITIONS

The SIR office will be closed the following days:

  •     - From 12pm AEST Friday 14th December 2018
  •     - Tuesday 25th December 2018
  •     - Wednesday 26th December 2018
  •     - From 3pm AEST Monday 31st December 2018
  •     - Tuesday 1st January 2018
  •     - Wednesday 2nd January 2018

Our shipping partners will be closed on the following dates, we recommend ordering by Sunday 16th December to guarantee delivery of your order.

    - Christmas Day Tuesday 25th December 2018
    - Boxing Day Wednesday 26th December 2018
    - New Years Day Tuesday 1st January 2018

We recommend ordering by Tuesday 18th of December to guarantee delivery of your order for Christmas Day.

During the holiday season, our warehouse team receives a large number of orders which can impact the time your order gets to you. Our team will be packing orders up until 12pm AEDT Monday 24th December but we do recommend placing your order as early as possible as we cannot guarantee there will be no delivery hold ups by our shipping partners.

We understand that the holiday season can be busy for most which is why we want to try make returning your order or gift a little easier.

We have extended our returns policy dates to any orders placed between Monday 10th December and Tuesday 25th  December start their 10 day returns period from Tuesday 25th December. Normal returns policy applies for orders outside this timeframe.