FAQ
Ordering
What size should I buy?
We've created a sizing chart to make sure you pick the right size - click here to see the chart.
Can I change or cancel my order?
We completely get it, we change our minds too! If you need to, please contact us as soon as possible. We normally send your order the next day in the morning. So anytime before that.
Please reach out to Sandra atinfo@bysienna.co.za
What does "on Pre-Order" mean?
Due to the success of some items in our collection, we do restock occasionally. We always try to offer a 10-15 working days window for you to receive your pre-order.
Shipping, Returns & Exchanges
What is the status of my order?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
How long does it take to ship my order?
We process orders within 1-2 working days. Standard shipping time is 3-6 working days and Express Delivery 1 day. However, shipping for pre-order items differ.
Where do you ship?
We ship nationwide in South Africa. For International shipping please contact us atinfo@bysienna.co.za
Do you accept Returns?
We do accept returns in respect to the following conditions:
- The item should be returned in good condition with all original tags and bags
- The return or exchange request is made within 14 days of delivery
- The return is made within 14 days of the return or exchange request
Please follow these instructions for returns and refunds:
1. Email us at info@bysienna.co.za to tell us you will be returning your purchase and give a brief detail why (doesn't fit, doesn't suit you etc.)
2. Package with all original tags and bags included, address and send to:
By Sienna, 29 2nd Street, Parkhurst, Johannesburg 2193
3. On receipt of your return in good order we will process your refund via our payment gateway Payfast. Please allow 5 - 10 working days for the refund to process.
Can I exchange an item?
wIf you have ordered an item in the wrong size/colour/print, we will gladly exchange it for you for the correct item as long as it is available in stock.
Please follow the same procedure above, indicating that you would like an exchange or store credit and not a cash refund.
Once we receive your returned item in original packaging and condition, we will process your exchange or issue your store credit.er
Payments
What payment methods do you accept?
You can purchase on our website using a debit or credit card or EFT via our Payfast payment portal.
Get in touch
Have questions about your order, or a general enquiry?
