Returns & Faults

You must notify us within 48 hours of receiving the goods that you intend to return them; we will then issue you with a returns identification number or 'RAN' in short. Goods returned without an RAN number will be refused and returned to sender, the goods you wish to return must reach us within 7 working days of your notification of intent to return the item

- We reserve the right to refuse goods received outside this 7-day period and if not in the original packaging or as new.

- Your statutory rights are not affected. On receipt of the returned goods we will either exchange them, credit your account or process a full refund minus postage costs*.

A returns form can be requested by logging into your account and viewing your Order History. You then select the relevant order and select the items you wish to return, along with a reason for the items return.

Once you have entered a returns request you will automatically be emailed a Returns Form to fill in, along with details on where to return the item. Post the item back to the returns address, along with the returns form for the administration team to deal with.

*If you are returning an item because of an error on our part we will refund all of the delivery charges incurred in the return of your item.

- All returns must be made using the Royal Mail Standard Parcels or Royal Mail 1st Class Delivery Options. Please ask the post office for proof of postage.

- Items returned to Siiren not using the above services will NOT be reimbursed. (i.e. A customer returning an item via Royal Mail Special Delivery or Parcel Force 48 hour, will NOT be eligible for a return cost refund as these are very expensive services).

- Please note that you, the customer will be responsible for all incurred postage costs for returning items to us unless you are returning the items because of an error on our behalf as explained above.

Siiren will not be held financially responsible for any damage or loss that occurs during transit as this is the responsibility of the courier whom we have chosen to deliver your goods. All goods sent by Siiren are fully tracked and insured, thus in the unlikely event that anything goes wrong in transit we will process a claim for compensation on your behalf. Please note it can take up to 28 days for our couriers to process a claim for compensation

Should the goods arrive damaged owing to a courier fault we must insist the damaged good are returned to us as this will help with our claim for compensation as courier companies often need proof of damage. The cost of returning the damaged item/s to us will be refunded as part of the courier compensation claim.

Faulty Items:

The majority of Siiren's products are completely hand made from natural products by our talented artists. The wood we use in our products is genuine tropical wood and not pre-seasoned factory perfect wood thus it is very probable that natural flaws may be visible. For example Knots in the wood may be visible, or old cracks that are just part of the natural wood from when it was still a tree. If you are expecting a flawless piece of untouched wood that looks like it was made by a machine then our statues may not be what your looking for.

The wood we use is kiln dried to 12% moisture content. This is because it comes from a very humid climate into our climate which is somewhat dry. Where possible we house the wood in our own warehouse once it's been imported to let the wood settle and acclimatise. Wood WILL move with the seasons, for example doors are loose in your home come summer time and stiff and hard to close come the cold and wet. We include a care sheet with EVERY wooden product we sell to advise you on how to best look after your wooden item. If a care sheet in not included, please let us know within 7 days of your purchase arriving. If this is not reported as missing within 7 days, we will assume you have a care sheet in your possession and we cannot be held responsible for any inaction because of this point.

We allow 28 days in your home for the wood to settle and should any faults or cracks occur within this time we will take responsibility for the wood being flawed and replace your product. After a period of 28 days the wood is deemed to be acclimatised enough and should no longer crack or have any faults form as long as you follow our care sheet carefully. If the care sheet is not followed as we suggest then there is every chance that the wood will dry and crack. From this point we will take no responsibility for the item being flawed as we will see this as diminished responsibility by the owner.

In the simplest terms, think of your wooden product like a plant. Your plant with look lovely when you first buy it from the shop, after a couple of weeks it might need a bit of moisture to keep it looking well. If after a month or so you have not cared for the plant then it will more than likely look drab and start to die. This is much the same as a genuine hand carved wooden product. They need care and moisture to keep them looking wonderful for years to come.

If you would like any information, please view our online wood care sheet or speak with one of our friendly team.

10% discount