FAQs
Q. How to choose the size?
A. We provide the actual measurements of the garment for each product in its description box. Sizing is a bit different from country to country so please measure your favourite piece first and compare with actual measurements of garment we provide.
Q. Which payment methods do you accept?
A. All payments are processed through the secure paypal payment system ONLY.
Q. How can I track my order?
A. You will receive an order confirmation once your order has been successfully transmitted. Shipping confirmation e-mail will be sent to you once your order has been shipped. This confirmation will include the tracking number for your package. You may check the status of your order at anytime by logging on to the Australia Post website.
Q. Can you reorder the item that is sold out?
A. We can reorder some items so please contact us if you are after an item that says ‘sold out’ orders@bysienna.com.au
Q. What are the benefits to join the mailing list?
A. We send a newsletter 2 or 3 times a week with the “New In” items and respective promo codes.
Q. What are promo codes & discounts?
A. To use promo codes for our loyalty program, mailing list signup & members only sales, please enter in the unique codes at the checkout.
Q. How many discount codes can I apply to one order?
A. You can apply one discount code per order. You can also use a credit to the same order if you choose too.
Q. Is your PayPal Account mailing address current?
A. Please ensure that your mailing address is updated on your paypal account, as it is the responsibility of the shopper to check that the billing address is correct for their article to be posted. If however, you realise there is an error with your address, you will need to notify us immediately by email to orders@bysienna.com.au. We will endeavour to correct your address if we receive your email in time before the article is posted. Please note if article has already been dispatched, it is NOT our responsibility. You will need to contact Australia Post.
Q. When will my order be shipped?
A. Orders placed Monday-Friday before 12PM (Australian Eastern Standard Time) will be processed and dispatched that day (excluding holidays). Orders placed after 12PM (Australian Eastern Standard Time) will be processed the next business day. Orders will only be processed and delivered on business days.
Q. What is the Click & Collect option?
A. For our customers’ convenience and to allow savings on postage costs, we offer a Click & Collect option within the Melbourne area for orders over $70. This means that when customers purchase items (over $70 in value) you are able to collect the goods at our 2 participating Cafés. Once you choose the Click & Collect option on checkout, we will send an email asking when your preferred time and date for pick up will be. Once all the details have been agreed upon, a confirmation email will be sent and the item will be delivered to our participating cafes ready for collection. Just show your confirmation letter, either printed out or on your mobile device, upon collection. Please refer to our shipping section for the participating Café locations.
Q. What happens if I receive a product I never ordered?
Please notify us immediately, we will send you out a post bag so you can post us back the incorrect article and then we will re-send you the correct item. This way you don’t have to pay a cent in postage or go to any trouble. Thanks for understanding, we are all humans and at times we make mistakes. Should your item be faulty, please refer to our RETURNS & EXCHANGES POLICY.
Q. Do you ship internationally?
A. Yes, we are based in Melbourne Australia but we are happy to ship to most countries all over the world. Contact us for pricing on shipping to you.
contact@bysienna.com.au
Q. What is by S I E N N A's phone number?
A. by S I E N N A does not provide a customer service phone number. We have found that the best way to run an efficient and effective operation, as well as ensuring we answer all our valued customer queries in a timely manner, is to respond via email. Our first class customer service representatives are well trained and experienced in answering any sort of query you may have by email. Just because we don't have a phone number doesn't mean that real people don't work here!