Policies & FAQs
Customer service is offered via email only and you should receive a response within 1-3 working days. We are a small team so please be patient with us. We may be experiencing an influx of emails or large orders so it may take a little longer to get a response from us. If you have emailed us several times about your order and have not received a response, please check your spam or trash folder. If you are still experiencing problems, please try to email us from a different email address. We WON’T respond to FB, IG, Tiktok messages, so make sure you send an email.
We are closed on the weekends and holidays so that our team can also enjoy time off :) If you email over the weekend, you will receive a response the following working day.
We are human, not an A.I. so please be patient and kind!
At SIR we try to make sure every customer is happy but we understand things may happen. If the sizing is wrong or should you have a problem with your order please contact us and we will happily start a return or exchange.
Returns and exchanges are accepted within 14 days of delivery. Please contact us within 14 days of delivery if you would like to return or exchange any of the items in your order. You must contact us before shipping your order back!
Delivery date is determined by the date your tracking information says it was delivered.
YOUR ORDER MAY BE SUBJECT TO RESTOCKING AND/OR CLEANING FEES UPON RETURN! PLEASE READ BELOW FOR "CLEANING AND RESTOCKING FEES" FOR MORE INFORMATION
If you did an Instore pickup you must organize an Instore swap for exchanges, for an instore return you can ship back, but you are responsible for the shipping.
No returns or exchanges on items if tags are removed.
No refunds on shipping and you are responsible for return postage, we highly suggest tracking for your returns/exchanges as we will not be responsible for lost packages.
Please include a note in your shipment with your request. i.e. "need a size large instead of xl"
Once you exchange an item from any order, the whole order is considered final sale and no further exchanges may be made on remaining items (if there are any).
We do not offer returns on goods that are worn (for more than just the purpose of trying on), washed/dry cleaned, have tags removed, or violate any of the information in the Cleaning and Restocking Fees section.
We do not refund shipping on orders and you are responsible for the return postage. If exchanging, we cover shipping back to you. Once you return or exchange any item from any order, the whole order is considered final sale and no further exchanges or returns may be made on remaining items (if there are any). Returns and exchanges must be postmarked within 14 day window of delivery. If order is shipped back to us outside of 14 day window, order is subject to return rejection and may be mailed back to you.
We highly recommend getting tracking on your return! Human beings deliver mail and human beings often make mistakes! We only guarantee refunds or exchanges on missing return packages that have tracking information provided. Even if we can't find the package you sent us or the package you sent us was misdelivered by a postal worker and marked as "delivered" to our address-- we will honor your return/exchange ONLY if you have tracking.
At SIR we reserve the right to charge cleaning fees and restocking fees on returned goods. If your item is returned to us with dirt and debris (i.e. deodorant, excessive pet hair, etc.) that we can not easily clean off without taking it to be cleaned-- you will be notified, sent images, and refunded the price of the items minus a 20% cleaning fee.
If your item comes with any bodily fluids, blood, etc., your item will be returned to you and the order will be considered final sale and unreturnable. If your item is returned with strong odor (i.e. cigarette smoke, B.O. etc) it will be returned to you and considered final sale and unreturnable. If you are returning $300+ in goods (before any applicable discounts) you will be charged a 25% restocking fee. Fees can be combined and compounded on top of each other if a large order is returned and in unsalable condition. You would be notified beforehand so you'd have the option to just take the goods back rather than incur a potential 45% chargeback fee.
International orders can be returned only (no exchanges) and must be within 7 days of when order is marked as delivered! You are responsible for shipping your return back to us. All of our other return policies apply to international orders as well (re: cleaning fees, restocking fees, worn items, etc)
If you happen to be visiting the area within 30 days of delivery of your item, we can honor an exchange for you in-store only, otherwise there are no international order exchanges.
All orders are shipped via USPS and have a tracking number. All of our orders are handmade and take time to create. Below is how long it takes for an order to be made, after which the item will be carefully packaged and shipped.
Nylon - takes about 4 weeks
Jutte and Hemp - take around 7 weeks due to Hemp being hand dyed.
Orders are shipped Monday-Friday.
Shipping prices are calculated during the check-out process and are based on weight and your location within the United States.
Please double check your shipping address when you receive your order confirmation as we are NOT responsible for packages that are lost, missing, or delivered to incorrect addresses. We can change anything about an order BEFORE it ships. Just email us ASAP when you notice the address is wrong! We check emails before we process orders.
If you provided us with the wrong address and your package has already shipped, we unfortunately can't do anything to help in this situation. We are not responsible for what happens to orders that are shipped to the wrong address when the provided address is incorrect. If the order is returned to us (they often are!), we will promptly re-ship it to you when it gets back to our warehouse so keep an eye on that tracking information!
We are a small business that handmakes all of the items ourselves. We wish we could be Amazon, but unfortunately we are not, so please understand it takes times to make and ship your product.
You should receive a shipping confirmation email with tracking info once your order has shipped! Please wait 24-48 hours for your tracking information to update! :) Shipment notification emails send automatically once your order has shipped but sometimes they mysteriously do not! If it's been 5+ business days since your order was placed and you have NOT received a shipment notification, please email us so we can get you your tracking info.
INTERNATIONAL ORDERS ARE SHIPPED AT THE RISK OF THE SHOPPER. All international orders are shipped via USPS and are handed off to your local postal company. Most tracking information stops updating once it leaves the USA or is marked as 'delivered' when it enters the destination country. Shipping internationally also takes time, usually between 4-6 weeks so please make sure you keep that in mind if you have a deadline. Shipping prices are calculated during the check-out process and are based on quantity purchased, weight, and your location.
Customs and import duties may be applied to orders when your shipment reaches its destination-- SIR is not responsible for these fees. If your package has been marked as delivered and you did not receive it, often times it is being held at your local post office for you to pay customs fees so reach out to the them first before sending us an email.
If your package was marked as delivered but you don't have it we recommend the following:
1. Waiting up to a week to see if it gets delivered. Sometimes postal workers mark something as delivered because they forgot to drop it off when they were at your stop. If this is the case, it'll likely be delivered within a few business days!
2. Ask your neighbors! Oftentimes package are misdelivered, especially if you live in an apartment complex, or condos
3. Pop by the post office to see if they're holding it. Sometimes they forget to leave pick-up notices, or they can better tell you where the package was left.
All items sold in our Clearance section online or in-store are final sale and are ineligible for return or exchange. All sample sale goods are final sale and cannot be returned or exchanged.
Any full-priced goods sold in-store or online at a discount of 25% or more are eligible for exchange only within our current exchange policy/guidelines listed within this page. Discounts and coupon codes will only be honored while the code is valid. If you placed an order before a coupon code was announced or after a coupon code expired, you are not eligible for the discount. We do not offer rainchecks on sales. We do not issue store credit in the instance that you would like to return discounted goods of 25% or more.
Any goods sold in-store or online with a marked down "final sale" or clearance price are considered final sale and are not eligible for return or exchange.
Gifts cards purchased online are redeemable online or in-store. If you're having any issues with your coupon code please send us an email so we can help you out with it ASAP!
All gift cards are final sale and cannot be returned for a refund or store credit.
Purchases made with a gift card are subject to all of our posted policies.
Any physical items purchased at shows or events (i.e. Comic Con, Festivals, photography events etc) are considered final sale and may not be returned or exchanged. This means any item that we have available to purchase that day and for you to take that same day may not be return or exchanged. But if it is something we don’t physically have in stock at the event and we have to ship it to you, our returns and exchange policy is as noted in our returns section.
Please contact us at firstname.lastname@example.org with the Email title Press Inquiry
Unfortunately, at this time we do not offer bulk or custom ordering. Please check back though because that maybe changing in the future as we grow.
If we feel that a customer has crossed the line in their communication with us, we have the right to cancel any orders they place with us. We realize that sometimes shopping online can be a frustrating experience-- we do our best to minimize that while still protecting our business. However, sometimes people take that as an opportunity to treat our customer service team as if they are beneath them or undeserving of respectful interaction. At the end of the day you are communicating with another human being-- being verbally abusive and sending hateful messages that cross the line is fully unacceptable. Ultimately, if you feel so strongly about your purchase that you are sending these types of messages to our employees, it seems like we're not the brand for you anyway.
Additionally, we have the right to cancel orders from customers who have a history with us of filing chargebacks with their bank/paypal. Especially and most specifically those who have a history of doing that without contacting us to try and resolve the issue beforehand. We are a self-funded business and we frankly cannot afford to accept and ship orders to customers who have a history of this behavior with us.
Harnesses should be stored hanging in a closet. All other items (necklaces, wrist
restraints etc) can be stored in a drawer.
We don't suggest submerging your pieces in water to clean. Instead, use baby wipes or spot treat with water and a bit of baby shampoo and lay flat to dry.
You can also create a cleaning solution with a 50/50 mix of 91% isopropyl alcohol and water in a spray bottle to spray your harness down.