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FAQs

Ordering Information

MODIFYING OR CANCELLING AN ORDER

Unfortunately, we are not always able to change or cancel your order once it is placed. If you do need assistance with an order error please contact our customer care team at ciao@shopsitano.com as soon as possible.


WRONG SHIPPING ADDRESS

If you have entered an incorrect shipping address on your order and your order has not been shipped, please contact our customer care team as soon as possible. Please note that once your order has been shipped from our warehouse, we are unable to change the shipping address. Orders that are returned to us due to an invalid address may be reshipped at the expense of the customer.


ORDER NOT DELIVERED

In the event that your order is not delivered, missing or lost, please reach out to our customer care team. Please also contact the shipping provider directly to lodge a customer inquiry. If the tracking information states the order has been delivered, please request a proof of delivery with photo evidence.


Please then forward all correspondence you have had with the shipping provider to our customer care team so that we can investigate on our end. Once the package has been declared lost by the shipping provider, we can issue you a replacement, store credit or refund.


For all online customer service, order and product enquiries, please email ciao@shopsitano.com

Item Availability

While we try to ensure that stock levels on the website are as accurate and up-to-date as possible, occasionally, there may a stock discrepancy for an item purchased. If a purchase has been made for an unavailable item, you will be notified via email by our customer care team as soon as possible and be offered a suitable replacement, a credit, or a full refund.

Returns & Exchanges

All returns information can be found here.

Gift Cards

PURCHASING A GIFT CARD

Digital Gift Cards can be purchased on our website here.


REDEEMING YOUR GIFT CARD

Gift cards are automatically emailed to you once purchased. A unique code will be issued to the email address entered at checkout. To redeem, enter your unique gift card code in the ‘gift card or discount code’ box at checkout and click apply. Gift cards can be applied to an order in addition to a promotion or discount code.


If a gift card is partially redeemed in one transaction, the gift card balance will be updated automatically and available using the same code. If the cost of an order exceeds the available gift card balance, the cardholder will be required to pay the difference using an alternate payment method at checkout.


EXPIRATION

Gift cards are valid for 3 years from the date of purchase.


CHECK YOUR BALANCE

Please email us at ciao@shopsitano.com to check the balance on your e-gift card.


RETURNING ITEMS PURCHASED USING A GIFT CARD

If you return an item purchased using a gift card, the refund will be credited back to the gift card equal to the value of the returned item excluding shipping.


LOST OF STOLEN GIFT CARDS

Sitano does not take responsibility for any lost or stolen gift cards. If you lose your gift card code, please email our customer care team at ciao@shopsitano.com. Please provide the full name used for the purchase, the initial gift card value purchased, and date of purchase.

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