We want you to love what arrives. If it is not right, here is exactly what happens.
The short version
Unworn items can be exchanged within 7 days of delivery, with the packaging and tags
kept. If a piece arrives damaged or is not what you ordered, we cover it entirely —
including the return delivery.
Check your parcel at the door
Please open and check your parcel while the delivery rider is still there. If something is
broken or missing, refuse the parcel or note it immediately and message us — that makes the
courier claim straightforward and gets your replacement out faster.
How to start an exchange
- Message us on WhatsApp or email hello@si-ra.com within
7 days of delivery, with your order number and a photo of the item. - We will confirm the exchange and tell you where to send it.
- Send the piece back unworn, in its original packaging with tags attached.
- Once it reaches us we will send the replacement, or issue a store credit if you prefer.
Who pays for delivery
- Our mistake — wrong item, damaged in transit, or not as described: we pay
both ways. - Change of mind — wrong colour, did not suit you: you cover the cost of
sending it back to us, and we cover sending the replacement out.
What we cannot exchange
- Earrings that have been worn — for hygiene reasons, and this is standard across the
industry. - Items returned without their packaging or tags.
- Items damaged after delivery, including broken glass bangles.
- Normal wear to plating over time (see the care notes in our
Terms).
Refunds
We exchange or issue store credit as standard. Where a refund is due — for example if we
cannot supply a replacement — it is returned by the same method you paid, or by bKash/Nagad for
Cash on Delivery orders, within 7 working days of the item reaching us.
Questions
Message us any day between 10am and 8pm — see the Contact page.
