Deliveries and Returns
What happens after I have placed and paid for my order?
Once you have placed your order, you will immediately receive a confirmation order email. On acceptance of funds your order will be processed and despatched that same day for a next working day delivery (subject to you being in the applicable post code area), if the order was received before 1pm and your items are in stock. If the order is taken after 1pm we will despatch the following working day. We will call you if in the rare instance stock is delayed.
Do you deliver to my address?
For your security, on your first order we will only deliver to the address that is registered to the credit card you pay with. We deliver to most postal areas in the UK on a next working day delivery, though we strongly recommend you keep adequate stocks. There are some rural areas that we cannot guarantee delivery
within our usual timescale and may take 2-3 days, If you live in one of these remote areas (please check when placing your order) and allow extra time for the item to arrive.
Please note: Working days exclude Saturdays, Sundays and public holidays.
What if I am not in when you deliver?
Deliveries will usually be made Monday to Friday beween 9am and 5.30pm. If you are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products. Please note if you fail to contact the courier, your order will be returned to the Sienna X Head Office and a delivery charge will be payable for redelivery.
What if my order hasn't arrived?
If you have received a card from the courier please follow the instructions on the card. No card received please call Head Office on 01905 27070 Monday to Friday 9am-5.30pm or email customerservice@sienna-x.co.uk and we’ll find out why you have not received it within the expected time.
What if only part of my order has arrived?
If you have not received all the items detailed on your invoice then please call Head Office on 1095 27070 Monday to Friday 9am-5.30pm or email customerservice@sienna-x.co.uk. If an item is out of stock this will be explained at point of order or a customer service representative will attempt to tell you by email, telephone or text.
What if my order arrives damaged?
Please call Head Office on 01905 27070 Monday to Friday 9am-5.30pm or email customerservice@sienna-x.co.uk with details of the damage.
What if my equipment breaks down?
If in the rare instance this happens, we understand how you may need to use this machine today, so take a look for visible signs of the breakdown and consult the fault finding guide in the manufacturer's manual provided with your equipment, you may just need to make a simple adjustment or give your gun a thorough clean.
If the fault persists please call Head Office on 01905 27070 and seek advice from one of our technical advisors, who may be able to assist you over the telephone.
What if my equipment needs to be looked at?
If we are unable to help you with the fault with technical assistance, then you will be advised of your procedure (dependant on warranty situation). Although we hold records of your purchases and warranty it would still help if you have the following information.
- invoice number;
- your name and address;
- date when the fault occurred and details of the fault
- make and model of your product.
After receiving your authorisation to return your item, you must ensure you pack the item with adequate packaging and protection to ensure its safe journey back to us and obtain receipt of postage, (as The Spray Tan Cubicle Company Ltd t/a Sienna X is not responsible for any losses or compensation due to losses or damages of parcels in transit) with a letter briefly explaining the fault, your returns number, your name, address and contact details.
Once we have examined the item, we will telephone you to obtain authority for either the repair cost or replacement product.
N.B. Conditions of warranty are to repair first, if not repairable to replace faulty goods that are not due to customer neglect (within the time of the warranty). All guarantees are according to Manufacturer’s warranty; no returns or replacements will be accepted due to fire, accident, misuse, fair wear and tear, neglect or any attempt at repair or adjustment.
My equipment is out of warranty can you still help me?
Of course we will, simply call us on 01905 27070 Monday to Friday 9am – 5.30pm and we will endeavour to help you. We carry spares and can repair our stock items, no need to worry we’ll take a look at your machine and call you with the diagnosis and estimate costs, so you can choose your best options.
How do I use my Sienna X voucher and promotional discount?
Discounts and promotional discount codes offered by Sienna X are valid only for use as part of a purchase made via Sienna X. They can be exchanged for goods on the Sienna X website or when ordering by telephone please call Head Office on 01905 27070.
- 1. vouchers may not be exchanged for cash.
- 2. if the goods purchased online or by telephone total less than the value of the gift voucher, any balance will be left as a credit for you on your account with Sienna X and may be redeemed against subsequent orders.
- 3. vouchers may not be used to discharge indebtedness on any account or credit card issued by The Spray Tan Cubicle Company t/a Sienna X, nor may they be used for the purchase either directly or indirectly of any financial product or service, including Sienna X vouchers.
- 4. when redeeming vouchers online or over the telephone you will be required to give the serial number of the voucher, this is recorded against your account and may not be used again, unless it falls under no 4 above, i.e. any balance is left on the voucher.
- 5. vouchers are void if they pass by the expiry date.
