FAQ's

Orders

How can I pay?
We accept Visa, Visa Debit, MasterCard, American Express, PayPal, Klarna (buy now, pay later), and prepaid debit cards.

Is it safe to order online?
Yes. We use industry-standard encryption systems to protect your personal and payment details, along with Verified by Visa and Secure by Mastercard. Any information passed between your device and our site is completely secure.

For extra peace of mind, you can choose Insured Shipping at checkout ($19.95). This guarantees your order arrives safely, if your parcel is lost, damaged, or missing items, we’ll replace it at no cost to you.

How do I know my order went through?
Once your order is placed, you’ll see a confirmation page and receive an email with your order details (please allow up to 30 minutes). When your order ships, you’ll receive a second email with tracking details. If you don’t see the email, check your spam/junk folder.

Can I change or cancel my order?
Because we process orders quickly, we’re only able to make changes or cancellations within the first hour after your order is placed. After that, it will already be on its way to you.

Can I track my order?
Yes. Once your shipping email arrives, you can track your order anytime using the provided link in email.

What if I receive the wrong or a faulty item?
We’re so sorry if this happens. Please contact us within 28 days of receiving your order at support@sinceresally.com with your order number, and our Customer Care team will make it right.

Can I exchange an item?
Yes! If your piece isn’t the right fit or size, you can request an exchange or store credit by emailing support@sinceresally.com within 28 days of receiving your order.

Shipping

Where do you ship?
We ship worldwide.

How much does shipping cost?

FREE worldwide eco-friendly shipping on all orders over $40.

Express Shipping: $19.95 for faster delivery.

Insured Shipping: Covers your order against loss or damage.

How long does shipping take?
Typically 4–12 business days, depending on your location.

What if I’m not home when my parcel is delivered?
If no one is available, the courier may leave your package in a safe place or at a local depot. You’ll receive a card with collection details or instructions for rescheduling delivery.

Is a signature required?
Yes, if you’re home at delivery. If not, the courier may leave the parcel in a secure spot or return it to the depot for collection or redelivery.

Can I ship to a different address?
Yes! You can ship to another address at checkout. If you’d like to update your address after placing an order, please contact us within 24 hours before dispatch.

What if my parcel doesn’t arrive?
If your order hasn’t arrived within 4 days after the promised delivery window, please contact us with your order number. We’ll investigate and resolve it quickly.

Returns

Please see our full Returns Policy for details on how to return or exchange items at the bottom of our page.

Customs & Duties

International orders may be subject to customs fees or taxes, payable by the customer. Charges vary by country, so please check with your local customs office for details.

General

Do you have a shop?
We do have pop-up shops randomly depending on the event we are hosting.

Can I pre-order an item?
Currently, we do not offer pre-orders due to the exclusivity and quick turnover of our collections.

How can I contact you?
Email us at support@sinceresally.com or reach out via Instagram @sinceresallyboutique.

Technical

I’ve forgotten my password - what now?
Click the “Forgot your password?” link on the login page and follow the instructions. If you still have issues, contact us for support.

How do I change my email address?
For account security, we’re unable to update email addresses. If you’d like to use a different email, please create a new account.

How do I unsubscribe from emails?
Click the "Unsubscribe" link at the bottom of any of our newsletters.