FAQs

How to order online?

To make online purchase, you can simply log into our website and become member of Sibiapalace. Now, you can simply browse through our items and can place each item you wish to purchase into your Shopping Bag by clicking on the “Add to Cart” button, which will place each item into your Shopping cart.

Once you are done with your selection of items, click on the “Proceed to Checkout” button inside your Shopping Bag and follow the prompt to complete your purchase.

Can I cancel or amend my order ?

After your order has been placed it immediately begins to process through our system to make its way to you as quickly as possible. After this process has begun we are unable to amend the order in any way including cancellations, update to address and email and changing items in the order.

I’ve contacted your customer care team but have not received a reply?

Due to the pandemic we are receiving higher volume of enquiries and limited staff. Please allow up to 1-4 business days to receive a response from one of our team members. We appreciate your patience and understanding at this time.

I’ve made a mistake with my address on my online order, how do I fix this?

After an order has been placed we are unable to make any amendments to your order including updates to your address. We would recommend, once your order has been dispatched, to raise a delivery redirection directly with auspost or sendle to have your parcel delivered to an alternative address.

Do you have a physical store and where are you located?

Sibia Palace is an online store and don’t have a physical location. We are an  Australian Owned and Operated business and has multiple warehouse locations in Vic, Wa, Nsw, Qld and Sa

Why am I missing an item from my order?

Your order may have been dispatched from more than one location and therefore your order may arrive in separate parcels. If your order has been split across multiple parcels. Your order will have a note in it for your reference If you have not received this email and are missing an item from your order, please contact our customer care team.

Why is the free delivery / promotion is not applying in my shopping bag?

Please ensure all items in your shopping bag align with our promotional terms and conditions. Should your online order align with our terms and conditions and the promotion / free shipping is still not applying correctly, we recommend placing your order to secure your items and then contacting our customer care team directly with your order number. Our team will review your purchase and be able to provide you with a partial refund if eligible.

How long will it take for my order to arrive?

All Australian deliveries are registered and shipped via Australia Post and various courier services. Order processing time is between 4-72 hours. Order delivery timeline for express delivery is 1-2 business days and for regular post is between 4-10 business days. Currently to covid-19 Keep in mind any delays advertised via auspost or sendle. Refer to their sites for delivery delays information. 

 

 

How secure is my personal information?

All information submitted to our website is secure. We use the secure Hosted Payment page solution to process online orders. We offer our customers a safe and speedy online shopping experience.

My order has not arrived. How do I track my delivery?

Once your order is shipped you will receive an email confirmation of your shipping details, which will include a tracking number. You can track your order by clicking on the tracking number.

My order has been dispatched but I haven't received it. Where is it?

If you have received email confirmation that your online order has been dispatched, please use your unique tracking number to determine the status of arrival. Should have any concerns with your tracking status please contact auspost or sendle directly to provide you with an update.

Can I cancel my order?

Due to the delivery commitments, we make we cannot do any change, amendment, addition or cancellation to online order once it has been submitted.

Auspost is taking to much time for delivery i need a refund and want to cancel my order ?

We can understand your frustration. Delays in deliveries are beyond our control. Cancellation Or Refund due to delay in delivery is not offered.  You are welcome to contact us and we can arrange for a return. You will be offered store credit or exchange for value of the item. Note delivery costs will not be refunded.

Auspost is not showing any updates on my tracking number, What should i do?

You can lodge a case with auspost directly. Sometimes it take a while for items to show tracking updates. In case auspost has lost your item in transit it is covered by auspost insurance. 

What If I receive a faulty item or incorrect item into my order ?

Sibia Palace wish to indulge your every whim of shopping and we hope you adore and love what you order from us, at Sibia Palace we stand behind the quality of our product, we conduct a thorough inception before our products are shipped to you., but if you come across a manufacturing fault, please contact us at sibiapalace@outlook.com.au as soon as possible. Refunds cannot be guaranteed without prior photographic evidence of the fault.

Which Other Countries Do You Deliver To?

Sibia Palace Now Accept Orders From USA, Canada and New Zealand.  All payments are in Australian Dollars. We provide tracked postage with delivery timeline between 7-15 working days

Tell me more about Sibia Palace and what it offers ?

Sibia Palace is an online store with all baby specialty items, ideal gifts for new born, baby shower and to make your baby first few years fun memorable and exciting.

Sibia Palace Offers Baby and Toddler Formal Wear, 1st Birthday Outfits, 2nd and 3rd Birthday Dress and Attire, Photo shoot Costumes and Accessories, Milestone Blankets and Sheets, Milestone Clothing, Milestone Stickers, Nursery Items, Baby Bags and Baby Changing Mats, Baby Blankets, Tummy Time Mats and Rugs, Baby Toys, Teethers, Pacifiers and More

Sibia Palace order processing time is 4-48 hours . We offer standard and express delivery Australia wide.

Affordable and competitive pricing and quick order processing time means you will come to us again and again.

We are Australian owned and operated.

I have some questions regarding the BREATHING SAFETY MASKS can you help ?

PRODUCT QUESTIONS

Where are these masks made in?

We have various types of masks available. Some are made locally other are imported. Please see product page for more info

 

What is the material?

We have various types of mask, made from different material. All product information and specifications available on the product page.

 

 

PRODUCT USE and CARE?

What do you mean by disposable reusable masks ?

When a mask is used once and discarded it is disposable.

When a mask can be used more than once it is reusable. We always recommend to wash mask after every use.

 

How do i put the mask on?

Don’t touch the front of the mask. Simply pick up from the ear holes and put them around your ears.

 

How do i remove the mask?

Don’t touch the front. Simply grab the mask from the ear holes and gently remove. Wash straight away.

 

Is my mask washable?

Please have a read of the product info some masks are washable, some are disposable, some just need to be wiped with disinfectant wipes.

 

How do i wash the masks?

Soak in warm water for 5-10 minutes with soap and drop of disinfectant like dettol

Gently squeeze in fist. Let it air dry.

 

Does my masks need filter?

If your mask need filter we will mention that in the product page.

 

How do i dispose the masks?

When you feel mask is losing its elasticity it’s time to change and dispose the mask.

Throw it in the bin and wash your hands

 

How often can i use them?

Everyone has their preference. We recommend to wash mask after every use. Mask can be washed used up to 3-8 times.

 

The mask is thicker or thinner than my liking?

Have a read of the product specification before making a purchase. If you feel it is the right product for you than purchase.

 

Can my mask got damaged while opening ?

Vacuum seal masks need to be open with care. If the mask comes in between the packaging it an get damage.

 

You said material is stretchy why did it break.

Mask is stretchy but if extensive force is applied it will break.

 

Why does the masks and other products has hand written card with staff name and signature?

Our business policy is that order is completed from start till end by the same staff member and final step is to sign the inspection card.

 

 

I HAVE QUESTIONS REGARDING ORDERING A MASK

 

Can i order and pick up ?

Sibia Palace is an online based business operating from 2017. Our head office and dispatch centres are based in melbourne and sydney but does not have the facility to accept walk in customers. We tried offering pick up options but after the lockdown that service is cancelled.

 

How do I order the masks ?

Simply add the product you need in the cart, go to view cart select quantity, add any coupons and follow

 

When will i get the delivery ?

Express post orders processed in 4-24 hours. 1-3 business days delivery time line via auspost or sendle

Standard Or Free Post order processed in 4-48 hours. 3-8 business days delivery time line via auspost or sendle

Backorders as soon as the stock is available we will process order and dispatch according the postage option you have selected.

 

Your product is on backorder what does that mean ?

We are getting new stock regularly. If something is out of stock we place it on back order. As soon as the new stock arrives priority will be given to the back orders and processed immediately.

 

I forgot to add the discount code or promotion can you apply that or refund me the additional charge?

Once the order is processed we can not make any changes to it

 

I want to add more products to my order?

Once the order is processed we can not make any changes to it

 

I want to change my order can you do it ?

Once the order is processed we can not make any changes to it

 

I want to cancel my order can you do it ?

Once the order is processed we can not make any changes to it

 

I want to update information of my address in my order can i do it ?

Once the order is processed we can not make any changes to it

 

The price has changed can i ask why?

We offer promotions sales on regular basis. Company holds the right to change the price at any time.

 

 

RETURN EXCHANGE OR REFUND POLICY

 

i want to return my order what is the process?

For health and safety reasons masks orders are full and final. We cant offer any returns, exchange on them.

 

i want to exchange it with the other masks you have can i do it ?

For health and safety reasons All masks orders are full and final. We can’t offer any returns, exchange on them.

 

i don’t like the masks and want to return it tell me the process ?

We request you to select the product according to your need. For health and safety reasons All masks orders are full and final. We can’t offer any returns, exchange on them.