SHIPPING & RETURNS

 

1. SHIPPING

We sincerely hope that you will be 100% satisfied with your purchase and we carefully inspect each item before delivery. No order is complete until you are fully satisfied and nothing should keep our sister*hood concept OG products from getting to you.

1.1 We currently ship from Austria to countries in the European Union within 3 to 10 business days after placement of your order and receipt of your payment. 

1.2 We currently do not ship outside of the EU. We will consider shipping to international customers in the future, however, we just launched our online shop and cannot cover geographies at the moment.

1.3 We charge a base price for shipping and handling based on destination and size of the product. Additional shipping charges may be added for exceptionally large or heavy orders.

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1.4. We will use different couriers (postal service, DHL, DPD, UPS, Fedex or GLS) for your order depending on order size and weight. For the majority of parcels we will ship your orders with the Austrian postal service to the address you specified. Please do not hesitate to contact us hello@sisterhood-vienna.com for any questions regarding shipping.


1.5. Unfortunately, due to Brexit we cannot ship any orders to the United Kingdom. 

1.6. sister*hood concept OG does not take responsibility for lost or stolen packages once they are marked as delivered by the shipping carrier.

 

2. CONDITIONS OF RETURN

2.1. You have 14 days to return an item and can request a full credit refund or store credit. 

2.2. The return-shipping costs are to bear by the customer.

2.3. Discounted and sale items are not eligible for return.


2.4. We will give you a full refund of your order within 21 days when your return is registered at our warehouse. Returned items for credit or exchange must be clean, unwashed, with no signs of usage and with their original tags and packaging. 

2.5. As per our Terms & Conditions, items that display slight variation in color, shape or size from the website’s photographs may not be returned for that sole reason. We take all reasonable care to display our products as accurately as possible. However, sister*hood concept OG works with handcrafted products made from natural materials, so certain deviations in shape or color in comparison to the website’s photographs may certainly arise. As per 7.2. of our Terms & Conditions deviations in material, quality, color, size, cut or design of the product are unavoidable and no reason for returning a product. 

2.6. Warranty rights do not exist for such variances. However the customer is free to prove that deviations are excessive and bring them to sister*hood concept OG’s attention for consideration.


2.7. Warranty rights are voided if the goods have been altered, modified or damaged by the customer or a third party.

2.8. If any of the products are damaged, please contact us within 2 days of receiving your order. If you do not contact us within this period we cannot credit you for the damaged item.

2.9. sister*hood concept OG reserves the right to deny refund if products do not meet its return policy requirements.

3. PROCESS OF RETURNS

3.1. Please contact us for return labels and instructions on how to return your order.

3.2. Package your return in the original bag or paper and box (we try to keep waste to a minimum; so please consider the environment and re-use our packaging as much you can).

3.3. Returns can only be accepted with completed return forms. Fill in the returns note. Give the reason for your return and put the note in the parcel.

3.4. Wait for your shipping representative to pick up your parcel.

3.5. When returned items are received and approved, we will give you a full refund of your order – but not the return shipping costs – within 21 days. Please remember that financial responsibility for the return is yours until it reaches us.

 

4. EXCHANGE

4.1. If you wish to exchange an item for any reason, please note that you will have to first return the item you wish to exchange and then proceed with a new "regular" order.