Shipping policy

POSTAGE OPTIONS

Collect In Store, Sheffield - FREE!

Royal Mail Tracked 48 (2-5 days) - £4.99

Royal Mail Tracked 24 (1-2 days) - £6.99

Special Guaranteed by 1pm (guaranteed next day delivery) - £12.99

Royal Mail Scottish Highlands (3-7 days) - £4.99

Royal Mail Northern Ireland Tracked (3-7 days) - £4.99

Standard Offshore Tracked (3-7 days) - £4.99 (includes Jersey, Guernsey and Isle Of Man)

 Royal Mail Europe Tracked & Signed (7-14 days) - £18.99

Royal Mail International Tracked & Signed (7-21 days) - £54.99

Orders placed before 1pm Monday-Friday will be dispatched the same working day. Any orders made after this will be dispatched the following day. Orders placed after 1pm Friday will be dispatched on Monday (We do not dispatch any orders on Saturday & Sunday).

RETURNS POLICY

We are confident you will be happy with your purchase. However if you're not completely satisfied with your order, we are happy to offer you a full refund to the value of the product. All items are checked prior to shipment to make sure they are in perfect condition. The items must be returned in the same condition with all packaging and garment tags still attached.

We kindly ask that our valued customers adhere to our 14-day return policy. If you contact us before the 14-day return period expires to let us know that, due to personal circumstances, you are unable to return your order within the timeframe, we may, at our discretion, consider issuing a goodwill credit note or e-wallet balance for future online purchases.

However, if we receive a return significantly outside the 14-day return window without prior communication, we may be unable to accept the return. In such cases, payment for postage will be required to facilitate the return shipping of the item(s) back to the customer.

We'd like to kindly remind our customers that our garments are fitted with a branded security ribbon stating: "If removed, I will be yours forever. No returns accepted if this ribbon is tampered with". Please note that if an item is returned with the ribbon removed or damaged, we will be unable to accept the return. In such cases, the item will be sent back to the customer, and return postage costs will apply.

Please place your invoice sheet inside your returns parcel, and state which items you would like to return and the reason why.

Items should be returned to the following address: Sister, 409 Ecclesall Road, Sheffield, S11 8PG.

We recommend items be returned via a recorded courier service. Sister cannot take responsibility for returned items until received and signed for.

We strongly recommend the use of an insured and traceable postal service (e.g. Royal Mail Signed For) for all returned parcels. Please note that all items returned to Sister are the responsibility of the customer until they arrive at the Sister returns department.

All correctly returned items will only be credited to the account from which the original purchase was made.

Due to administrative processing schedules, all returns are handled on Mondays and Tuesdays. We appreciate your patience and understanding.

We strongly recommend that customers inspect their item(s) carefully upon receipt before removing or disposing of any labels, tags, or original packaging. If labels or original packaging have been removed or discarded and you later find that you are not completely satisfied with the item(s), this may affect or void your eligibility for a return.

RETURN EXEMPTIONS

CLEARANCE ITEMS ARE NON-REFUNDABLE (Clearance items have a red notice on the product page saying "clearance"). Please be advised if you purchase an item from our 'Clearance' section, the item is non-returnable/non-refundable.

General sale items are accepted for a refund within the 14 day return policy.

Jewellery and face masks are non-returnable due to hygiene reasons

OFFERS

Enjoy 10% off your first online order on full-priced items. This offer cannot be combined with any other promotions. Exclusions apply for certain products.

Please note that prices may vary between in-store and online. While we always aim to offer the best value, we’re unable to guarantee price matches. Additionally, if an item is reduced after your purchase, we’re not able to refund the difference. This applies to both in-store and online purchases. Thank you for your understanding.

DELIVERY ISSUES

We send all items on a tracked and signed for delivery, this is to prevent any loss. If you request a forwarding address or safe place for your delivery, this is at your own risk, as we cannot accept responsibility for lost parcels that are not signed for. 

FAULTY OR DEFECTIVE ITEMS

We make every effort to quality check all products before they leave the store. Unfortunately oversights may happen, in this case we look to resolve the issue within a reasonable time.

In cases of a genuine manufacturing fault we may be able to offer services such as replacement or repair, subject to availability. Please note that items that are damaged as a result of wear and tear are not considered to be faulty and will not be accepted.

If you believe your item is faulty, please contact the Sister team as soon as possible and provide clear images of the defect. Once the fault has been reviewed and confirmed, we will issue a full refund for the affected item, including the original delivery charge and the cost of returning the item.Please note that if your order contained multiple items and you choose to keep some of them, the original delivery charge will not be eligible for refund.

Please make sure you get a confirmation from the customer care team first before sending any items back.

Items must be returned via a recorded courier service as above (2nd class signed for)

TAKING CARE OF ITEMS

We sell premium quality clothing and accessories, and many items may be made from delicate fabrics or materials. We therefore ask that all garments are handled with care when being tried on or worn. Customers should take particular care to avoid contact with jewellery, watches, rings, sharp objects, perfumes, deodorants, makeup, fake tan, or other substances that may snag, mark, stain, or damage the fabric.

We strongly recommend following the designer’s or brand’s washing and handling instructions provided with each item. Items should not be washed, altered, or otherwise treated unless you are certain you intend to keep them.

While we will accept returns for items with a genuine manufacturing fault, we cannot accept returns for goods that have been mishandled, damaged through wear, snagged, marked, soiled, or washed without appropriate care. All returns of this nature will be inspected and assessed upon receipt, and any decision regarding eligibility for a return or refund will remain at the sole discretion of Sister.

EXCHANGES

Exchanges are welcome as long as the item is sent back to us within the 14 day return policy. We will then require postage costs to be covered by yourself for us to send the new size/colour out. Exchanges can only be made for the same item but in a different size/colour.

INTERNATIONAL IMPORTATION DUTIES

Please be aware that international shipments may be subject to customs fees, import duties, or taxes upon arrival in your country. These charges are typically calculated based on the declared value and weight of the parcel—generally, the higher the value and weight, the higher the customs fees required to release the goods.

All import duties, customs charges, and related fees are the sole responsibility of the customer. If you refuse delivery or decline to pay the required customs fees, we reserve the right to refuse reimbursement of original shipping costs. 

It is the customer’s responsibility to ensure they understand and are prepared for any import duties or taxes that may apply in their country of residence before placing an order.

For customers located in EU countries, please note that we do not operate under the IOSS (Import One-Stop Shop) system. As a result, we are not responsible for any additional VAT, customs, or handling charges applied upon import. If you require further clarification or assistance, we strongly recommend contacting a member of our team prior to placing your order.