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
European and International parcels being shipped from the UK are subject to customs/duty fees. We are not liable, and it is up to the customer to pay the amount asked for. If you decline to pay the amount for customs/duty fees, postage costs will not be refunded)
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 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.
Please place your invoice sheet inside your returns parcel, and please state which items you would like to return and the reason why.
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.
Items should be dispatched to the following address: Sister, 409 Ecclesall Road, Sheffield, S11 8PG.
Unsuitable items will only be refunded when returned within 14 days of receipt.
We kindly ask our valued customers to adhere to our 14-day return policy. In certain cases where returns are requested after this period, we may consider offering an e-wallet balance for future online purchases, subject to our discretion. However, if a return falls significantly outside our policy timeframe, we require payment for postage to facilitate the return shipping of the item(s) to you.
All correctly returned items will only be credited to the account from which the original purchase was made. Please note that shipping charges are non-refundable. If you qualified for our “Free Delivery on orders over £150” promotion but return items that bring your total below this threshold, the standard delivery charge of £4.99 will be deducted from your refund. This also applies if the full order is returned. All returns are processed on Mondays and Tuesdays. We appreciate your patience and understanding.
We advise that all customers check item(s) thoroughly on receipt of goods, prior to removing and disposing of labels and original packaging.
RETURN EXEMPTIONS
CLEARANCE ITEMS ARE NON-REFUNDABLE (Clearance items have a red sash on the product page saying "clearance"). Please be advised if you purchase an item from our 'Clearance' pages, 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 - this includes 'Free Standard Postage Over £150'. 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 delivery, this is 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 your item appears to be faulty, please return to Sister customer care team for inspection. You may speed up this process by providing us with images of the fault prior to postage. Should we agree there is a fault, we will refund the order in full which includes original postage and postage you have paid to send back to us (maximum amount of £4.99 on a 2nd class signed for service). If the customer has kept part of the order and returning a faulty item, refund of postage will not be applied to the order.
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 therefore many items may be made with delicate fabrics and materials. We advise you to take care of your items as per the designer or brand's washing and handling instructions. Although we will accept returns for items with genuine manufacturing fault, we cannot accept returns for goods that have been miss-handled, soiled or washed without care. All returns of this nature will be investigated and at the 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.