FAQ'S

Frequently Asked Questions (FAQ) – Sienna Concepto

Last Updated: 17 October 2025

At Sienna Concepto (operated by LVC DIGITAL LTD), we want to make your shopping experience as smooth and transparent as possible.
Below you’ll find answers to the most common questions about orders, payments, deliveries, and more.

🛍 Orders

Q1: How can I place an order?
You can place an order directly through our website by adding your favourite items to the cart and completing the checkout process.

Q2: Will I receive an order confirmation?
Yes. Once your order is placed, you’ll receive a confirmation email with all your order details.

Q3: Can I change or cancel my order after placing it?
If you wish to modify or cancel your order, please contact us at support@siennaconcepto.store within 24 hours of purchase.
Once the order has been dispatched, we can no longer make changes or cancellations.

🚚 Shipping & Delivery

Q4: Where do you deliver?
We currently deliver to all regions of the United Kingdom (England, Scotland, Wales, and Northern Ireland).

Q5: How long does delivery take?

  • Standard Delivery: 5–10 working days

  • Express Delivery: 2–5 working days (extra fee applies)

Q6: How much does shipping cost?
Shipping fees are calculated at checkout based on your location and the selected method.
Occasionally, we offer free shipping promotions, which are clearly advertised on our website.

Q7: How can I track my order?
Once your order has been dispatched, you’ll receive a tracking number by email so you can follow its progress online.

💳 Payments

Q8: What payment methods do you accept?
We currently accept the following secure payment options:

  • Shopify Payments (Visa, Mastercard, American Express, Maestro)

  • Klarna (“Pay Later” and instalments)

  • PayPal (if available at checkout)

Q9: Is it safe to pay online?
Yes. All transactions are protected by SSL encryption and processed through PCI DSS Level 1 certified gateways such as Shopify Payments and Klarna.

🔄 Returns & Refunds

Q10: What is your return policy?
You can return unused, unworn, and undamaged items within 14 days of delivery in accordance with UK consumer law.
For more information, see our [Returns & Refunds Policy].

Q11: How do I return an item?
Email support@siennaconcepto.store with your order number.
Our team will provide you with the return instructions and the correct return address.

Q12: Do I have to pay for return shipping?
Yes, unless the item is faulty or incorrect.

Q13: How long will my refund take?
Refunds are processed within 14 days of receiving the returned item.
Depending on your bank or payment provider, it may take an additional 5–10 working days for the funds to appear in your account.

👗 Products

Q14: Are product colours exactly as shown online?
We strive to ensure our product photos are as accurate as possible.
However, slight colour variations may occur due to different lighting or screen settings.

Q15: Do you offer size guides?
Yes. Each product page includes a detailed size chart to help you find your perfect fit.

Q16: Do you restock sold-out items?
Some popular products may be restocked. You can subscribe to restock notifications directly on the product page.

🔒 Security

Q17: Is my personal information safe?
Yes. We comply fully with the UK GDPR and the Data Protection Act 2018.
Your personal data is securely handled and never sold to third parties.

Q18: Do you store my card details?
No. All payment information is securely processed by Shopify Payments or Klarna.
We never store full card details on our servers.

📧 Customer Support

Q19: How can I contact customer service?
You can reach our support team at:
📧 support@siennaconcepto.store

Q20: What are your customer service hours?
🕘 Monday – Friday: 9:00 am – 6:00 pm (UK time)
🕓 Saturday, Sunday & Bank Holidays: Closed

We aim to respond to all enquiries within 24–48 business hours.