Terms of service
If something is not right, we would rather sort it out than have you keep a piece you will not wear.
The short version
You have 30 days from delivery to request a return. Email support@shopsitra.com with your order number before sending anything back — returns posted without instructions can go astray, and we cannot refund what does not reach us.
Condition
Items must be unworn and unwashed, with any tags still attached, in the condition they arrived in. Trying a garment on is expected. Wearing it out is not.
What cannot be returned
For reasons of hygiene we cannot accept returns on:
- Underscarves, caps and any piece worn against the hairline, once opened
- Swimwear, once the hygiene seal is removed
- Pierced jewellery
This does not affect your rights if an item arrives faulty.
How to start a return
- Email support@shopsitra.com within 30 days of delivery. Include your order number and which pieces you are returning.
- We reply with return instructions and an address. Wait for these.
- Send the parcel back with a tracked service and keep your proof of postage.
Who pays return postage
Return postage is the customer's responsibility unless the item arrived faulty, damaged or was not what you ordered — in which case we cover it. Original shipping charges are not refunded on a change-of-mind return.
Refunds
Once your return arrives and passes inspection, we refund to the original payment method within five to ten business days. Your bank may take a few days more to show it. We will email you when the refund is issued.
If something arrives faulty, damaged or wrong
Tell us within 14 days of delivery and send photographs of the fault and the packaging. We will replace the piece or refund it in full, whichever you prefer, and you will not normally need to post anything back.
Exchanges
We do not process direct exchanges. Return the piece for a refund and place a new order — it is faster, and it means you are not waiting on two parcels crossing in transit.
Sale items
Discounted pieces are returnable on the same terms as everything else. Refunds are issued at the price actually paid.