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Below you will find all the information you need on Delivery & Returns. If you have any questions, don't hesitate to get in touch and we will be happy to help.
Tel:+44 (0)114 267 1330
Collect In Store, Sheffield - FREE!
Royal Mail Signed For (3-5 days) - £5.99
Royal Mail Next Day - £6.99
Special Guaranteed by 1pm - £9.99
Royal Mail Scottish Highlands - £5.99
Royal Mail Northern Ireland Tracked - £5.99
Standard Offshore Tracked - £5.99 (includes Jersey, Guernsey and Isle Of Man)
European Services (Please be advised as of 1st January 2021, European 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)
Royal Mail Tracked & Signed - £14.99
Rest Of The World Services
Royal Mail Tracked & Signed - £34.99
(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.
Christmas Returns / Refunds
From Monday 28th November 2022, we will be offering a returns policy which covers unwanted Christmas gifts to be returned up until Monday 9th January 2023. We have taken into consideration the Bank Holidays over the Christmas period and extended our returns policy due to this. All orders which are returned are to be unused to be accepted for a full refund (doesn't include postage), otherwise you will only receive a e-wallet credit for future online purchases or we can return back to you and postage will have to be covered by yourselves.
Returns / Refunds
Please be advised if you purchase an item from our 'Clearance' pages, the item is non-returnable/non-refundable. If the item is not suitable, we can offer a credit note to be used online for future purchases.
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 or exchange 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 Special Delivery) for all returned parcels with a value in excess of £250. 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.
Returns received after the 14 day timeframe will only be accepted at the discretion of Sister in the form of a credit note/e-wallet balance to your account.
All correctly returned items will only be credited to the account from which the original purchase was made. We are unable to refund any shipping charges incurred.
We advise that all customers check item(s) thoroughly on receipt of goods, prior to removing and disposing of labels and original packaging.
Face masks will not be accepted for refunds due to hygiene reasons.
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.
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 and there is no replacement or repair available within a reasonable time, we will refund the item in full. 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.
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.
We do not accept exchanges.
International Importation Duties
Importation duty or customs charges are the sole responsibility of the customer. Should you refuse to pay any additional delivery charges (as a result of importation or customs) we reserve the right to deduct these charges from the price of the refunded amount. Please carefully read and understand you may be liable for import duties in your country of residence before making a purchase.
Please contact us for information Payment and Security.