STORE FAQS
SHIPPING & DELIVERY
Shipping Options - Please Read Before Ordering!
We offer two Royal Mail international services. See below to choose the best option for your order: 🇬🇧 All UK deliveries are eligible for free delivery (Tracked 48) ✉️ International Standard (Untracked) - Affordable option with no tracking - Compensation up to £20 if lost or damaged - We can submit a claim on your behalf after 25 working days - No way to confirm delivery status ⚠️ Use at your own risk - we recommend Tracked! 📦 International Tracked - Includes full tracking from dispatch to delivery - Often just a small upgrade in cost, or the same price for heavier parcels - We can submit a claim on your behalf with tracking proof - Faster delivery times in most regions - Compensation up to £250 if lost or damaged - Helps resolve delivery issues more easily
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. Import policies can change depending on your country. We recommend checking with your local customs office for more information before placing an order. 🇺🇸 Important notice for U.S. customers 🇺🇸 We still ship to the US but all parcels sent from the UK to the U.S. are now subject to customs duties, tariffs, and handling fees. These additional costs are charged by U.S. Customs and USPS, and must be paid by the recipient before delivery. Please note that these charges are separate from the checkout price and are not controlled by us. Please place your order while keeping this in mind!
How long will it take to receive my order?
Processing times depend on whether the item is in stock or on preorder. - For in-stock items, processing time is 2-4 weeks depending on Dariasirene's performance schedule. - For pre-orders, processing time can vary a lot, as this will depend on how fast we receive the items from the manufacturer after the end of pre-orders. We hope for it to be no more than 5-6 weeks AFTER the end of pre-orders but we will do our best to keep you updated! - If you order a preorder item with an item in stock, both items will be sent in the same package, so it may take a little longer for the item in stock to arrive. Shipping times vary by location: - UK: 2-3 business days - Europe: 3-5 business days - Rest of World: 6-7 business days Delays do happen, please contact us if you have any doubts and allow up to 25 working days until we can submit a claim for a lost package on your behalf!
What are preorders and when will they ship?
Pre-orders let you reserve an item before it’s officially released or restocked. That means you’re guaranteed to get one before it sells out and in more sizes! Preorders will ship as soon as they are ready, usually 3-5 weeks after end of pre-sales, but please keep in mind that delays may happen as we wait for the items to be manufactured and sent to us. If your order includes a preorder and an in-stock item, both will be sent together once the preorder is ready. For urgent orders, we recommend placing two separate orders!
What countries do you not ship to?
We try to ship as worldwide as we can, but due to current delivery service disruptions, and to unsure your package arrive safe and sound, we do not ship to the following countries: - Afghanistan - Algeria - American Samoa - Angola - Antarctica - Bangladesh - Belarus - Benin - Botswana - Burkina Faso - Burundi - Cambodia - Cameroon - Chad - Congo (Brazzaville) - Congo (Kinshasa) - Côte d'Ivoire - Djibouti - Equatorial Guinea - Eritrea - Ethiopia - Gabon - Gambia - Ghana - Guinea - Guinea-Bissau - Haiti - Iran - Iraq - Israel - Kenya - Kuwait - Lebanon - Lesotho - Liberia - Libya - Malawi - Mali - Mauritania - Mozambique - Myanmar - Namibia - Nauru - Niger - Nigeria - North Korea - Papua New Guinea - Russia - Rwanda - Senegal - Sierra Leone - Somalia - South Sudan - Sudan - Suriname - Swaziland - Syria - Tanzania - Togo - Uganda - Ukraine - Vanuatu - Venezuela - Yemen - Zambia - Zimbabwe We're always reviewing the news and service providers so the list can change in the future!
How can I track my order?
If you have chosen the tracked service at checkout, you’ll receive a tracking number via email as soon as the order has been shipped. You can use this tracking number on Royal Mail’s tracking page here: https://www.royalmail.com/track-your-item
POSSIBLE 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.
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 info@dariasirene.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!
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 info@dariasirene.com. We can submit a claim on your behalf after 25 working days. We will work with you to resolve the issue and ensure your order reaches you as soon as possible. If you chose tracked service at checkout, there can be compensation up to £250, if you chose untracked, compensation can go up to £20 depending on Royal Mail's decision.
What should I do if I didn’t get an order confirmation or tracking number?
Sometimes our emails sneak into spam or junk folders, so please check there first. If it’s still missing, email us at info@dariasirene.com with your name and the email you used at checkout and we’ll resend your confirmation and tracking link right away!
ORDER MODIFICATIONS
Can I modify or cancel my order after it’s been placed?
Email us ASAP in case we can cancel or modify it before it is being sent out. Unfortunately, once an order is in production or shipped, it cannot be modified or cancelled. Please double-check your order before finalising the purchase!
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 info@dariasirene.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.
PAYMENTS
What payment methods do you accept?
We accept PayPal and major credit/debit cards via Stripe such as: - American Express - Visa - Mastercard - JCB - China Union Pay - Diners - Cartes Bancaires - Discover - Visa Electron - Maestro We don't accept Google Pay and Apple Pay yet!
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 so we encourage you to do so!
What if I forget my account password?
If you forget your password, you can easily reset it through the website login portal.
PRODUCTS & CUSTOMISATION
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. You can find all customisation options on the side of the product before clicking on ordering!
How do I know what size to order?
You can find the sizing chart in centimetre and inches under each product's description! Make sure to read our product information to avoid any surprises and avoid returns!
How do I care for my washable items?
Thank you for caring about your item! Please read the below to make sure your items stay in the best condition possible for the longest time! - Wash before use - Wash inside out - Wash at 30°C - Wash with similar colours - Do not tumble dry - Do not bleach - Do not iron over print instead, iron on the reverse side using lowest heat setting - Before washing, check pockets for loose or sharp objects
Do you offer gift cards?
Yes we do! Go to our eGift Card page by clicking below. The card never expires!
POLICIES & LEGAL
What is your returns & refunds policy?
Check out our refunds & returns policy page below
What is your privacy policy?
Check out our privacy policy page below
What is your cookies policy?
Check out our cookies policy page below
How do I stay updated on new products and promotions?
Sign up to our newsletter just below to get the latest updates straight to your inbox! Follow us on social media by searching for @dariasirene for updates there as well!