9. FAQ Policy Page
Frequently Asked Questions
Last updated: 23 August 2026
How long does shipping take?
Orders are usually processed within 1 to 3 business days.
After your order has been dispatched, delivery usually takes 3 to 7 business days.
Delivery times are estimates and may vary during busy periods, public holidays or due to delays outside our control.
Where do you ship from?
Some orders are shipped directly by our suppliers or fulfilment partners.
This may include suppliers located overseas, including in China.
Direct supplier fulfilment helps avoid unnecessary handling before an order is sent to the customer.
Which delivery companies do you use?
Depending on the product, supplier location and delivery address, orders may be delivered by Australia Post, local delivery providers or international shipping partners.
Tracking information will be provided after dispatch when it is available.
Do you offer free shipping?
Yes. Sienna Melbourne offers free shipping across Australia unless stated otherwise during checkout.
Do you accept returns?
Yes. Sienna Melbourne offers a voluntary 30 day money back guarantee in addition to your rights under the Australian Consumer Law.
Please contact us within 30 days of receiving your order at:
How do I start a return?
Please email us at:
Include:
- Your full name
- Your order number
- The email address used for the order
- The reason for your return
- Clear photos if the item is damaged, faulty or incorrect
Please wait for our return instructions before sending an item.
Who pays for return shipping?
For an approved change of mind return, size change or unwanted item, the customer is responsible for arranging and paying the return shipping costs.
The approved return address may belong to one of our suppliers and may be located in China.
If an item is faulty, damaged, incorrect or does not meet a consumer guarantee, return shipping costs will be handled in accordance with the Australian Consumer Law.
When will I receive my refund?
Once an approved return has been received and inspected, we will notify you by email.
If the refund is approved, it will be returned to your original payment method.
Your bank, card provider or payment service may require additional time to process and display the refund.
What if my item is faulty, damaged or incorrect?
Please contact us as soon as reasonably possible at:
Include your order number, a clear description of the issue and photos of the item and packaging where possible.
We will review the issue and help you with the appropriate next steps.
Can I cancel or change my order?
Please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to make the requested change or cancellation.
Once an order has been processed or dispatched, a change or cancellation may no longer be possible.
How can I contact Sienna Melbourne?
For questions about products, sizing, shipping, payments, returns or an existing order, contact us at:
Website:
sienna-melbourne.com