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Frequently Asked Questions

Home / Frequently Asked Questions
How do I make a purchase?

Once you have found your favorite piece, select your size and click on the add to shopping bag button. This item will then automatically be transferred into your basket. If you want to remove something, simply go to your basket and click on remove  button next to the item picture. When you are finished shopping, click on proceed to checkout to complete your order by logging into your account or creating an account.

Is it possible to change or even cancel my order?

Changes, like e.g. changing the address information,  are possible as long as the order hasn’t been shipped yet. Please contact us via onlineshop@siora-berlin.com and we will help you gladly!

Something I like has sold out in my size. Do you restock items?

We do apologize for the inconvenience. If an item is marked as -SOLD OUT-, we suggest you check the site frequently within the next two weeks in case it restocks. However, if it does not restock within the next few weeks, it is likely to be removed from our online store. If not please ask us and contact us please.

I made a mistake filling in my delivery/billing adress. What can I do?

Mostly we can still fix the problem. Please send us an email with the correct information as soon as possible to onlineshop@siora-berlin.com including your order number.

Is it possible to receive my order to a packing station?

No, this is not possible. You need to direct the shipment to your private address.

How will I know, if my order was successful?

After you complete your order we’ll send you an order confirmation via email detailing the items ordered. We’ll also notify you via email once your order has been dispatched.
Please also have a look at your spam folder if you don’t receive the e-mail immediately!
If you are registered in our system you can also check the status of your order in your account.

The item I ordered does not fit, so I would like to exchange it for another size. How can I do that?
If upon arrival you find that your orders are an incorrect fit, these can be exchanged within 14 days of receipt, provided they are unworn and in the original condition. Label package with enclosed Return Label and send to us.  The return address is: Siora Berlin, z.Hd. Onlineshop, Holsteinische Straße 59, 10717 Berlin-Germany. We refund all returns within 3 business days.
If you have paid by direct transfer or prepayment please send us your bank details.
Unfortunately we can’t exchange sizes directly (yet). Please send back the wrong size and place a new order with the right one. We are looking for a more convenient solution and thank you for your patience in the meantime.
Something I like has sold out/ can't find my size. What can I do?

We will always do our best to get you the piece you want, even if it has sold out or doesn’t exist in your size. Please contact us so we can surely find a possibility which will be ok for you.

Where can I find the sizing information for my country?

Different countries have different sizes. For example, a UK 18 would be a US 14. Click in the menu on the size chart to see a guide on how sizing compares from country to country.

Do I receive an invoice for my order in the package?

Yes , you will receive your invoice in PDF format via e-mail when your order is sent out to you. With the delivery of your order, you will find a delivery note containing quantity and a list of the ordered items.

How are the items packaged and what can I do when it gets damaged?

We pack all of our products with great love into the packages, so that they should arrive in perfect condition. They are packed into a protective film for protection against splashing water. But if the package is damaged in transit, do not accept the shipment, unless you can determine that the product inside has not been damaged. Please notify your courier immediately and contact us.

Do I have to give reasons for a return?

You don’t have to justify the return, however we would be pleased if you tell us the reason. Your feedback is extremely valuable to us, so we can improve our product informations and avoid future problems. Therefore it would be nice to tell us a reason for the return on the delivery note. THANK YOU

Do I have to return the items in their original packaging?

You don’t need to use the original packaging, but please ensure the packaging you use is solid enough not to be damaged in transit. We only accept returns as long as the returned items are unused and in their original condition. Please enclose the delivery note so that we can identify and process your return swiftly and provide a quick refund.

Do I have to pay a customs duty for the goods if I order?

After a shipment reaches your country it might be subject to import duties and taxes. Additional charges for customs clearance must be paid by you. We do not have control over these charges and cannot predict what they might be. Customs policies vary widely from country to country, contact your local customs office for further information. To facilitate the customs process, we reserve the right to inform customs of the value of goods within the packages. For the same reason, customs officials are permitted to open packages. We have no influence over this procedure.

Can't find your answer here?
If you do not find an answer to your problem here, please contact us and we will gladly help you!