Contacter & Suivre

SHIPPING ISSUES

My parcel was returned to sender — what happens now?

If your parcel is returned to us due to an incorrect address, unpaid customs fees, or not being collected in time, we’ll get in touch when it arrives back to us. You’ll be able to: - Request reshipment (a new shipping fee will apply), or - Request a refund if the item is still in good condition (excluding the original shipping cost) To avoid this, please, please, please double-check your shipping address before placing your order and keep an eye on your tracking emails.

Will I be charged customs/import fees?

We ship worldwide from the UK. International orders may be subject to customs duties, VAT, or handling fees upon arrival in your country. These charges are not included in our prices and are the buyer's responsibility. Orders under $800 USD to the USA are typically duty-free under current import rules, but please be aware that import policies can change depending on your country. We recommend checking with your local customs office for more information before placing an order.

My order says it’s delivered, but I haven’t received it. What do I do?

This can sometimes happen if the parcel has been: - Left in a safe place - Delivered to a neighbour - Not properly scanned by the courier Please check around your property, ask neighbours, or contact your local delivery office. If you still can't find it, email us at dariasirenemusic@gmail.com within 7 days of the delivery notice, and we’ll help look into it.

What happens if my order arrived damaged or faulty?

We're really sorry if this happens as we carefully check and package all items before dispatch. Please email us within 7 days of delivery with: - Your order number/receipt - Clear photos of the damage We’ll try and find out what happened and sort out a replacement or refund, depending on the situation!

I didn’t get an order confirmation or tracking number. What should I do?

Sometimes our emails sneak into spam or junk folders, so please check there first. If it’s still missing, email us at dariasirenemusic@gmail.com with your name and the email you used at checkout and we’ll resend your confirmation and tracking link right away!

Do you offer any custom or made-to-order products?
At this time, we do not offer custom or made-to-order products. However, if you'd prefer a version of a hoodie or tote bag without rhinestones, we can accommodate that request. Please contact us before purchasing.

What payment methods do you accept?
We accept PayPal, Stripe, and major credit/debit cards, including American Express.

Do you offer gift cards?
Not at this moment, but we may offer them in the future. Stay tuned!

What shipping methods do you offer?
All items over £25 are shipped via tracked services to ensure that your order arrives safely. For orders under £25, standard shipping applies. We believe this approach provides good security for higher-value items, but let us know if you feel differently.

How long will it take to receive my order?
Processing times usually range from 1-2 weeks, depending on whether the item is in stock or on preorder. Shipping times vary by location:

UK: 3-5 days
Europe: 5-10 days
USA: 7-14 days
Asia & Other Locations: 10-20 days

Do you offer international shipping?
Yes, we ship worldwide, except to the following countries: Afghanistan, Belarus, Iran, Libya, Nauru, North Korea, Russia, Somalia, Sudan, Syria, Ukraine, Yemen, and Zimbabwe.

Do you offer free shipping or discounts on shipping?
Yes! All UK orders qualify for free shipping. For international orders, shipping costs will be calculated at checkout based on your location.

How can I track my order?
If your order exceeds £25 in value (excluding shipping), you’ll receive a tracking number via email. You can use this tracking number on Royal Mail’s tracking page or check it by logging into your account on the website.

What happens if my order is delayed or lost in transit?
In the rare event that your order is delayed or lost in transit, please contact us at dariasirenemusic@gmail.com. We will work with you to resolve the issue and ensure your order reaches you as soon as possible.

Returns & Exchanges

Orders under $800 USD to the USA are typically duty-free under current import rules, but please be aware that import policies can change depending on your country.

We recommend checking with your local customs office for more information before placing an order.

Can I return or exchange my order?
Yes, we accept returns or exchanges within 14 days of receiving your order, provided the items are in their original, unused condition.

What is the return/exchange policy?
You can return or exchange items within 14 days of receiving your order, as long as the item is unused, in its original packaging, and in resellable condition.

How do I initiate a return or exchange?
To initiate a return or exchange, please contact us at dariasirenemusic@gmail.com with your order details and the reason for the return/exchange. We will guide you through the process.

Will I be refunded for the return shipping cost?
Unfortunately, we cannot cover the cost of return shipping. The buyer is responsible for return shipping fees.

Product Information

How do I know what size to order?
You can find the sizing chart under each product's description. Here’s a general guide:

Small: Chest: 34-36 inches
Medium: Chest: 38-40 inches
Large: Chest: 42-44 inches
XL: Chest: 46-48 inches
XXL: Chest: 50-52 inches

Are the product images accurate to the actual item?
Yes, we take great care in photographing each product to ensure the images accurately represent the item. However, please note that colours may vary slightly due to lighting or monitor settings.

Can I request a specific product variant or customisation?
Currently, the only customisation option is the removal of rhinestones from the hoodie and tote bag if needed. Other products cannot be customised.

Do I need an account to make a purchase?
No, you do not need an account to make a purchase. However, creating an account will allow you to track orders and save your shipping information for future purchases.

Can I modify my order after it’s been placed?
Unfortunately, once an order is placed, it cannot be modified. Please double-check your order before finalising the purchase.

What if I forget my account password?
If you forget your password, you can easily reset it through the login portal on the website.

How do I update my shipping address or payment information?
You can update your shipping address or payment information by logging into your account. If you’ve recently placed an order with the wrong shipping address, please email us at dariasirenemusic@gmail.com as soon as possible. If the item hasn’t been shipped yet, we can update the address. If the new address is significantly further than the original, additional shipping costs may apply.

How do I stay updated on new products and promotions?
You can follow us on social media (Instagram, YouTube, Facebook, X, etc.) by searching for @dariasirene. Alternatively, you can sign up for our newsletter here to get the latest updates straight to your inbox!