Refund policy

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 outside the 14-day return window without prior communication, the item(s) will not be eligible for a refund or store credit. In such cases, the item(s) will remain the property of the customer, and payment for postage will be required to facilitate the return.

Items returned outside of our returns policy will be held securely for a period of 28 days from the date of receipt or notification. If we do not receive payment for return postage or further instructions within this time, we reserve the right to dispose of or donate the item(s) without further liability.

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, payment for postage will be required to facilitate the return shipping of the item(s) back to the customer.

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 sash on the product page saying "clearance"). Please be advised if you purchase an item from our 'Clearance' page, 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

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 returned 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.