FAQs

Welcome to Sivana’s Frequently Asked Questions page. Our goal is to make your shopping experience smooth by giving you clear answers about our products, orders, delivery, returns, and payments. If you still have questions after going through this page, our support team is always ready to assist you.

1. What products does Sivana offer?
Sivana specializes in handbags. Our collection includes everyday carry bags, work bags, and special occasion pieces designed with a balance of style, practicality, and long-lasting use.

2. Where is Sivana located?
Our business is based in:
3220 N 83rd St, Omaha, NE 68134, United States

All orders are processed and shipped from within the United States.

3. What are your customer service hours?
We’re available Monday to Friday, from 9:00 AM to 5:00 PM (Central Time – CST/CDT). Inquiries sent outside these hours are replied to on the next business day.

4. Do you deliver outside the U.S.?
Currently, we only ship within the United States. If this changes in the future, we will update our shipping policy.

5. What is the shipping fee?
We charge a flat $20 shipping rate for all U.S. orders, regardless of weight or quantity.

6. How soon will I get my order?
Estimated delivery time = Processing time + Shipping time.

  • Processing: 1–2 business days to confirm and pack your order.
  • Shipping: 3–7 business days depending on your location.
  • Total time: Around 4–9 business days after your order is placed.

7. Can I track my order?
Yes. Once your package is shipped, you’ll receive an email with a tracking link. Tracking details usually update within 24 hours after dispatch.

8. What if tracking says “delivered” but I haven’t received my package?

  • Check around your property and with neighbors.
  • Make sure your shipping address is correct in your confirmation email.
    If your package is still missing, contact us at support@sivana.online.
    Please note: if the carrier confirms delivery to the correct address, Sivana is not responsible for theft or loss after delivery.

9. How do returns work?

  • Returns are accepted within 30 days of delivery.
  • Items must be unused, undamaged, and in original packaging.
  • If the return is due to a change of mind, wrong size, or color ordered, a restocking fee may apply.
  • If it’s our error (wrong item, damaged product, manufacturing issue), return shipping is free.

10. When will I get my refund?
Refunds are processed to the original payment method within 14 business days after we receive and inspect the returned item.
Shipping charges ($20) are non-refundable unless the return is due to our mistake.

11. What if my handbag arrives damaged?

  • Contact us within 48 hours of delivery.
  • Share clear photos of the damage and packaging.
    We’ll arrange a replacement or refund at no cost to you.

12. What if I get the wrong item or color?
Let us know right away with photos of the item you received. We’ll send the correct product or offer a refund.

13. Can I exchange my handbag?
Yes, within 30 days if it’s unused and in original packaging. Return shipping is covered only if it’s due to our error.

14. Can I change or cancel my order?
Orders can be changed or canceled within 12 hours after placing them. After that, processing begins and changes are not possible.

15. Which payment options do you accept?
We accept major credit/debit cards (Visa, MasterCard, American Express) and PayPal.

16. Is my payment information secure?
Yes. We use secure payment gateways and SSL encryption. Your payment details are never stored on our servers.

17. Do you charge sales tax?
Sales tax is added where required by law and shown at checkout.

18. What if my order is delayed or lost?
If tracking shows no movement for longer than the maximum shipping window (9 business days), contact us so we can investigate and offer a solution.

19. Do you provide a size guide?
Not applicable for handbags. However, each product page includes detailed measurements to help you choose.

20. What materials are used in your bags?
Material details are listed on each product page. We focus on durable and functional designs.

21. Do you offer bulk purchases or custom designs?
At the moment, we do not provide bulk discounts or custom designs.

22. Are there any extra charges apart from shipping and tax?
No, there are no hidden costs.

23. Do you ship to P.O. boxes or military addresses?
Currently, we do not ship to P.O. boxes, APO, or FPO addresses.

24. Do holidays affect delivery?
During busy holiday seasons, orders may take slightly longer due to high demand and carrier delays. We recommend ordering early.

25. How can I contact Sivana?

Published Date: 14/08/2025

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