Help & Faqs
Questions about placing my order
My Login Details/Password Won't Work
Click on login / register at top of the page. This will take you to the login page, where you can click on "Forgotten password?". You will find this link below the password section. Enter your email address that you registered with and click the "Continue" button. The system will automatically send you a link to reset your password to the email address that you gave when you registered. If you forgot which email address you had used or are having problems please contact us via the support department on the contact us page.
Other problems with the website
If you are having any other issues with the website, please visit the contact us page for ways you can contact us. It is very helpful for us if you provide the following information: Your operating system (e.g. Windows XP, Mac OS 9.0) Internet browser (Internet Explorer 6, Firefox 1.0.4) The URL of the page you had the issue (e.g. http://Sistaglam.co.uk/shop/home.html) When the problem occurred (date/time) Any error message you saw (please copy and paste the message)
I have just placed my order, can I change my order?
Yes, it is possible to change your order but you will need to contact our customer service team as soon as possible after placing your order. We cannot guarantee that we will be able to make the changes you request. One of our customer services team will contact you to let you know if it is possible to accommodate your request. Please visit our contact us section for methods of contact and please provide as much information as possible and please ensure you quote your order number on any email correspondence.
Can I cancel my order?
Yes, it is possible to cancel your order but you will need to contact our customer service team as soon as possible after placing your order. We cannot guarantee that we will be able to cancel the order as our warehouse may have processed and despatched the order before your query is received and processed. One of our customer services team will contact you to let you know if it is possible to accommodate your request. Please visit our contact us section for methods of contact and please ensure you quote your order number on any email correspondence.
Questions about payment
What cards do you accept?
We accept Visa (including Delta and Electron), Mastercard, UK Maestro, JCB and Solo cards. We don't accept cheques, AMEX or Dinerscards.
What currencies can I pay in?
Currently we only accept payments in £ sterling.
Is it safe to order online?
www.Sistaglam.co.uk is secure and we realise how important it is to securely store any information that you provide, so we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously. You can tell whether a page is secure as 'https' will replace the 'http' at the front of the Sistaglam.co.uk in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.
I have a discount or offer code. How do I use it?
You can apply the discount or offer code in the view bag section. Only one code may be redeemed per order and there is a maximum of one code per person for a particular promotion. A minimum purchase price (inclusive of VAT) may be specified on the voucher or code. The discount code is redeemable on or before the expiry date specified in the voucher and may not be exchanged for cash.
You have refunded the wrong amount?
When we calculate the amount to refund you, we take into account any vouchers or promotions in the original purchase and also whether you are entitled to a refund on the delivery charge. If you think we have incorrectly calculated the refund amount, please visit our contact us section for methods of contact and provide us with your order number and details of what you think the refund should be. Once we have reviewed this we will get back in touch as soon as we possibly can to resolve any issues highlighted.
Question About Delivery
Can I have the goods delivered to someone else?
When you register, you will be asked to provide an address in your account details. If you want to change the delivery address after you have created your account, you can do so either by going to Manage my address book in my account section and add your new delivery address. Alternatively, when you get to the checkout confirmation page click on "change address" under the delivery address and select the appropriate address or add a new one. If your order has already been placed please follow the procedure in Can I change my order. We cannot guarantee that we will be able to change the delivery address after an order is placed.
Can you leave my delivery with a neighbour/in the garden?
We are happy to forward your request on to the courier, you will need to email or phone our customer service team as soon as possible after placing your order, we cannot guarantee any requests made will be upheld.
Can I track my order?
If your order has not arrived in the time advised please visit our contact us section to view the methods of contact. Our customer service team will respond to you as soon as possible informing you of the status of your order and to answer any queries you may have.
Questions About Returns
I want to return an item
To return an item:
- Complete the returns note, detach it, and place it with all items you are returning inside your parcel. Items returned without this information may not be processed.
- Peel off the return label and stick it to the outside of your parcel.
- Post the parcel back to us. Sistaglam does not supply pre-paid returns for posting. We advise you send the items via Royal Mail (Second Class is the cheapest option). Make sure to keep your proof of postage.
- You can return all items within 14 days of dispatch. Items must be in their original condition with a completed returns note.
We cannot refund items that have been damaged, stained or marked in any way including by scent such as perfumes, deodorants or cigarettes.
It will take about ten business days from when we receive your returns to process a refund.
All refunds are credited to the card used for the original purchase. If there are any problems with your refund, we will contact you.
I have worn my item. Can I still return it?
The item must be in its original packaging, with the relevant tags still in place and in a condition that would enable us to sell the item to someone else as new. In the case of shoes, this means they must not have been worn outside. In the case of underwear and swimwear, the item must not have been worn.
Can I return an item to one of your stores?
Items may be returned to stores for refund or exchange. Unfortunately we are unable to process refunds in store for customers who have paid for goods via Paypal. Please note: Some items may not be available in all stores for exchange.Can I exchange an item?The rules for exchanges are the same as for returns. The only additional information we require is the details of what you would like to exchange your item for. Please specify if you simply require a different size or if you’d like to exchange your order for a completely different style.
Please allow up to 10 days for an exchange to be processed.I returned an item, but you say you have not received it
The item is your responsibility until we receive it.
What happens if I return my order after the 14 days?
If an order is returned outside of the 14 day policy, we cannot refund you and will send the item(s) back. The only exceptions are for orders sent to addresses outside of the UK and returns under the Distance Selling Regulations.
Question About a Product
The product/size I want is not showing
We do not show products on the site that are not currently available. Where a size is not currently available, this will be indicated next to the size. We get frequent deliveries of stock. Please select the sales department on the contact us page to find out if the product is due in soon.
What size do I need to order?
Please visit our fit guide located within our Help & advice section for information on our fits and whether they are right for you. Within this section you will also find size charts designed to help you find the right size and also give advice on the different fits of each of our products, again to find the right product for you. Should you have any issues with regards to the sizing you have complete peace of mind with our 28 day return policy which is FREE on all UK orders.
I need more information about a product
On each product page, you will find a description of the product, its relevant features, including fabric and care instructions. You can also view the sizing information by clicking the size guide icon on each product page.
Do you have a catalogue?
We don't currently produce a print catalogue. You can find all our products on the website, which is updated regularly as new products arrive.
Can I buy these items in a shop?
You can find a list of our stores on our store locator section of the site. Some of the products on this site may not be available in every store. Please call the store to find out whether your desired item is available before you make a visit.
Are all the items I can see on the site available to buy?
All of the items you see are available to buy. If a particular size is not available on a particular product then you will not be able to see this size as an option. You can contact our customer service team to try and help you locate the size you need or to inform you when the size is back in stock.