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  • How do I report a problem with my order?
    You can report problems with an order through your Mention your order number Write up your problem in detail and upload relevant photos where possible Introduce the subject "Report problem" Be aware that Sinmas may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.
  • Where are returns sent?
    The return address for Sinmas Items will vary on where your package was fulfilled: Packages sent out from our US and Mexico fulfilment centres are returned to our Charlotte facility. Its address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273. Packages sent out from our Latvian facility are automatically returned to; Lidostas parks, Marupes novads, Latvia LV-2167. Packages sent out from our Spanish facility are automatically returned to; Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain. Packages fulfilled by our partner facilities in Australia are returned to; 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders). Packages fulfilled by our partner facility in Japan are returned to; 817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan. Once the return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we'll decide what the next steps should be. Check out our return policy for more info. All orders sent through DHL get returned to our facilities.
  • What if the order is lost in the mail?
    For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for the customer. We may ask for your help before doing that, like confirming with you that your shipping address was correct. It would also be good that you get touch with your local post office to try locating the lost order. Keep in mind that if tracking information states an order was delivered but you haven't received it, please get in touch.
  • My order shows it is being returned to sender, what now?"
    There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by the customer. You will receive a notice once the order arrives back to our facility. We would contact you to determine how you would like to proceed if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by the customer, or had an incorrect address originally provided.
  • What if the product is damaged in the mail?
    If something arrives damaged, send a photo of the damaged goods to, then we'll gladly send a replacement at no cost to you.
  • How are returns handled differently when comparing quality concerns or customers changing their minds?
    Any returns or problems that occur because of an error on our part will be handled at our expense. If the customer would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order. And then contact us for a refund on the wrong item ordered. If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.
  • How long do I have to submit a claim for a return/exchange?
    Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date. Drop us an email;
  • What if the recipient's address was wrong?
    If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. Please, make sure your address is correct and drop us an email with the correct address details for u to reship your package.
  • What happens if a package wasn't delivered to my customer, but the tracking states that it was?"
    If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Sinmas won't cover the cost of reshipping or refunding the order. There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch." If the customer is unable to locate the package, we will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
  • What if I have ordered the wrong size?
    The customer will need to place a new order with the correct size and then return the wrong order to our facilities. Then drop us an email and we will issue a refund.
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