FAQ's
COVID-19 UPDATE:
**Please be aware that we are currently experiencing delays with shipments and customs delays due to COVID-19.
Orders are shipped out within 24hrs of you placing an order. Please allow 7-25 business days for shipping, dependent on your location.
Due to the worldwide health caution, customs are being very strict with package processing. This may also cause further delays that are out of our control.
We are trying our best to minimise the delay as much as possible to reduce your trouble. We want to thank you for your patience during this time.
We can't wait for you to receive your package and please don’t hesitate to contact us further if you have any concerns.
ORDERS:
HOW CAN I PAY?
We accept Visa, Visa Debit, MasterCard and American Express. We also accept PayPal, Klarna and prepaid debit cards.
IS IT SAFE TO ORDER ONLINE?
Of course! We are a member of “Verified by Visa” and “Secure by Mastercard,” which provide additional security when using your cards online. We use industry-standard encryption systems for potentially sensitive information, like your name, address and other critically sensitive information like your credit or debit card details. Information passed between your computer and our site can’t be read in the event of someone else intercepting it.
*If you are concerned about an order not being delivered safely to your home, order with peace of mind by purchasing our Insured Shipping at checkout.
Purchasing our Insured Shipping will guarantee your order arrives safely or it’s on us! Do not worry about items arriving damaged due to rough handling during transit. Order with confidence knowing your order will arrive in perfect condition. You will be 100% covered! Sincere Sally will express ship a new order if your package is reported to be lost in transit, is damaged or has missing items.
HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
Once you’ve placed your order, you will be directed to an order confirmation message, which will contain your order details. This information will also be emailed to you, but it could take up to 30 minutes to arrive. Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order has been shipped. If an email does not appear to have been received, please check your spam folder.
CAN I MAKE CHANGES TO MY ORDER?
Unfortunately, once you've placed your order, our warehouse team will have already started processing it (we’re fast)! So we would be unable to make any changes.
CAN I TRACK MY ORDER?
Once you’ve received your shipping email you can check the status of your order anytime.
CAN I CANCEL MY ORDER?
Unfortunately, once you've placed your order, our warehouse team will have already started processing it (we’re fast)! So we would be unable to make any changes.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We're sorry to hear that! Hit us up within 28 days of receiving your goods via our email support@sinceresally.com with your order number. Our Customer Care team will get on this, ASAP!
CAN I EXCHANGE AN ITEM?
Yes! Once you receive your goodies and you are not happy with the fit and size you can contact our customer service team via email at support@sinceresally.com to organise an exchange or store credit.
SHIPPING:
WHERE DO YOU SHIP TO?
We ship globally.
HOW MUCH DOES SHIPPING COST?
We now offer FREE eco-friendly & insured worldwide shipping on all orders over $40!
Insured Shipping: Have peace of mind after you've ordered and your item is shipped out.
Eco Friendly Shipping: Help to keep the earth green using every eco friendly method to get your product to you.
Express Shipping: worried about not receiving it in time for an event? Pay just $14.95 for express shipping.
HOW LONG WILL SHIPPING TAKE?
Usually, 6-12 business days.
WHAT IF I’M NOT IN WHEN MY PARCEL IS DELIVERED?
If there is a safe, secure location at the property the shipping company may leave the parcel there. The shipping company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been shipped to, how to contact them to re-arrange a shipping time or to advise where you can collect your parcel from.
WILL A SIGNATURE BE NEEDED FOR MY DELIVERY?
If you are home then a signature will be required at time of delivery. If nobody is home to receive the parcel, then our carriers may attempt to leave it in a safe location. A card may be left to advise you of this, or to confirm that the parcel has been returned to the local depot. You can then contact the courier to arrange collection or to schedule a new delivery date that is more suitable for you.
CAN I SHIP TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?
Of course! You can have your parcel shipped to another address. Please contact us within 24hrs so we can change the address prior to postage! If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, as well as the contact name to ensure your parcel is successfully delivered.
WHAT IF MY PARCEL DOESN’T ARRIVE?
We ask if you could patiently wait up to 4 days after the promised shipping date to receive your parcel in case of a shipping delay, but we will do our best to get your parcel to you as fast as we can. If you have still not received your order after this time, please contact us stating your order number and we will look into this for you.
RETURNS:
Please refer to our returns policy for further information on how to exchange your packages.
CUSTOMS TAX:
If you've been sent an item from outside the UK, EU and other countries there may be a customs charge to pay. Please be aware that you may incur fees upon package delivery. These will be payable at the post office. The buyer will be responsible for paying the customs tax charge. For more information please consult with your local postage authority.
GENERAL:
DO YOU HAVE A SHOP?
• As we are a dedicated online retailer, we do not have a shop.
CAN I PRE-ORDER AN ITEM?
• Unfortunately, due to the exclusivity and quick turnaround of our stock, you are unable to pre-order anything at the moment.
HOW CAN I CONTACT YOU?
• Email: support@sinceresally.com
TECHNICAL:
I’VE FORGOTTEN MY PASSWORD, WHAT SHOULD I DO?
Don't worry if you've forgotten your password! Simply click the Forgot your password? link next to the login button and follow the instructions. Please don't hesitate to contact us if you continue to experience problems.
HOW DO I CHANGE MY EMAIL ADDRESS?
For customer account security we do not allow change of email address, if you need to use an alternative email address please create a new account.
HOW DO I UNSUBSCRIBE?
Click the 'Unsubscribe' button at the bottom of the email newsletter.
