Frequently Asked Questions Print E-mail

Customer F.A.Q's

Q. I am having trouble logging into the website, what could be the cause?

A. If you are experiencing problems logging into your account first check that the email address, username and password you are using are correct. You may also find it useful to refer to the information included in the "Welcome to Siiren" email you received when you registered with Siiren. If you have forgotten your password click here to be reminded

Q. Is Siiren a secure website?

A. Yes. Siiren's web site is hosted on a secure server with 128bit encryption. You can be sure the site is secure by looking for the padlock symbol on your browser and the https:// wording at the the beginning of the address bar in your browser. These will appear automatically when the website is transferring sensitive information. Your Credit or Debit card information is protected by one of the worlds largest online banks HSBC during processing.

Q. What happens to my credit/debit card details after payment has been charged?

A. Once your chosen payment method has been charged your details are deleted from our servers automatically. You will need to provide us with payment details if you make a repeat purchase in the future. Your address details are held in a secure location to make re-ordering easier.

Q. Is the wood used in your products from a sustainable source?

A. Yes. All the wood used in the products that Siiren sell comes from sustainable sources. We can be sure of this as we own and manage our own goverment certified plantations for the use our carvers and artists. Our Teak root is purchased from age old teak plantations that are now being cultivated for farming and development. The teak root is simply a Biproduct of previous tree felling some 60 years ago.

Q. Do you employ child labour?

A. No. Siiren firmly believe in not using child labour. We personally meet and keep in constant contact with 100% of the families and artists we support. We know each one very well and can confirm that with the ongoing funds we provide through trade, our artists own children attend regular schooling.

Q. I see you have products on your site from China, are these ethically produced?

A. Yes. We only use one small family for the supply of these products. These products are produced by the family in their own workshops and warehouse.

Q. How long should I expect my order to take for delivery?

A. All orders Should be delivered within 24-72 working hours, however these times can vary during busy periods.

Q. What is the latest time i can order to ensure next day delivery?

A. Siiren will always process your order the same day. However we cannot guarantee next day delivery due to conditions set by our Chosen Courier and of course adverse weather conditions.

Q. Do you deliver on a Saturday?

A. This can be arranged but a surcharge is payable to our Courier. Please contact the sales dept. on 01803 813318 for more details.

Q. Can we visit your warehouse.?

A. Yes, customers are always welcome to visit our warehouse browse our full range of products. Retail Customers visiting our showrooms will receive 25% off their purchase.

Q. Do you accept payments over the telephone?

A. Yes, you can complete your order online and telephone us with your payment details. We accept all major credit and debit cards including American Express.

Q. Do any of the products on your site need care?

A. Yes. A proportion of the products on our site do need a little TLC every now and again. Products that require this care a supplied with a care fact sheet and instructions on how to get the best from your purchase. These fact sheets can also be downloaded from our site on the products that they apply to.

Q. Can Furniture be used outside.?

A. Yes. All the furniture we supply can be used in outdoor conditions. Again a care sheet is provided on the best methods of care for these products.

Q. What happens to my order if I am not in when the courier attempts to deliver it?

A. If you are not in when our courier attempts delivery they will leave a calling card which will provide you with a direct contact number for your local depot. You then simply call them to arrange an alternative delivery date or to collect the parcel directly from your local depot, which they will be more than happy to help you with.

Q. My order is due for delivery today what time will it be delivered?

A. Your order will be delivered between the hours of 9am and 5.30pm

Q. I have been sent the wrong item, how do I report this?

A. In the rare event that you have been sent the incorrect item then please log in to your customer account and use our online RMA request system to report this discrepancy to us. On receipt of your request we will issue you with an RMA number to return the wrong item back to us. The RMA will be given special priority and you can expect to receive the correct item within 48 hours of its return to Siiren.

Q. I need to return an item, how do I do this?

A. Returning an item to Siiren is a simple process. Please log in to your customer account and use our online RMA request system explaining why the item is to be returned. You will receive an RMA number to return the item. We will then email you with authorisation to send the product back to our office. Items must not be returned without an RMA as you will become liable for the shipping costs. Once Siiren has taken delivery of your return we will prioritise yor request with 24 hours. For full details on our returns policy click here.

Wholesale F.A.Q's

Q. I've received my username and password but when I log on to the site I still see your retail structure. Why is this?

A. Your Account is being verified by a member of our sales team. Please allow 24hrs for activation. Once we have been able to verify your details you will receive a second e-mail from us to confirm your account status.

Q. I have placed an order for over £250 and my order confirmation e-mail shows that I have been charged for delivery. Why?

A. All wholesale orders over £250 excl. VAT, will have postage costs removed by a member of our sales team before any payment is taken. If your order includes teak root furniture or totem poles over 200cm Siiren will contact you to confirm shipping costs.

Q. Do you offer any credit facilities?

A. At present Siiren are unable to offer credit facilities. As a wholesale customer we only require a £50 minimum spend and we allow you to purchase single items rather than bulk purchases.

Q. Do you provide a cash and carry outlet for sales.

A. Yes. Please telephone us to arrange an appointment at a time that is conveinient to your business.

Q. How long should I expect my order to take for delivery.

A. All wholesale orders are delivered with 24-72 working hours, however these times can vary during busy periods.

Q. What is the latest time i can order to ensure next day delivery.

A. Siiren will always process your order the same day. However we cannot guarantee next day delivery due to conditions out of our control.

Q. What happens if an item i order is found to be out of stock.

A. You will be offered a close alternative. If this is not applicable then a credit note will be dispatched with your order.

Q. Is it possible to use Images and Text from www.siiren.co.uk on our own company website.

A. All images and text displayed on www.siiren.co.uk is copyright material. For this reason we have certain features implemented on our website to stop images and text being used without our knowledge. We are happy to provide images to customers of the products they have purchased from us on CD as high resolution images. We are unable to supply text for the images as this has been produced for siiren and is unique to Siiren.