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Orders
How do I place an order?
Add the products you want to your cart, choose your delivery district, then go to checkout and fill in your details. You will get an email as soon as we receive your order.
Can I change or cancel my order?
Yes, as long as we have not packed it yet. Contact us quickly with your order number and we will sort it out. Once an order is packed or dispatched, it can no longer be cancelled, but you can use our Returns & Exchanges process after delivery.
I did not get an order email. What should I do?
Check your spam or promotions folder first. If it is not there, track your order with your order number and email, or contact us at contact@saifstore.com.
Do I need an account to order?
An account is not a must, but it lets you see all your orders, saved addresses and wishlist in one place. You can create one from My Account.
Payment
How can I pay?
Right now we accept bank transfer. Card and other online payments are coming soon. The payment options available for your order are always shown at checkout.
How does bank transfer work?
Place your order, then transfer the total to the bank account shown on the order confirmation page and in your order email. Use your order number as the payment reference and send us the receipt by email or in our live chat. We confirm and pack your order once the money reaches us.
How long do I have to pay?
Please pay within 3 days. If we do not receive payment by then, we may cancel the order so the stock can go to other customers.
Is it safe to shop here?
Our site uses a secure (HTTPS) connection, and we never ask for your card number or online banking password. We will never ask you to pay to a different account by phone or message. If something looks odd, contact us first.
Delivery
Where do you deliver?
Anywhere in Sri Lanka that our courier partners cover. We do not ship outside Sri Lanka at the moment.
How much is delivery?
The delivery charge depends on your district. Choose your district in the cart and you will see the exact charge before you place the order.
How long will it take?
It depends on your district and the courier. Orders within the Eastern Province usually arrive fastest. We will share an estimate when we confirm your order.
How do I track my order?
Use Track Order with your order number and billing email. On a computer, you can also use the “Track your order” bar at the top of every page.
Returns & refunds
Can I return something I changed my mind about?
No. We do not accept change-of-mind returns or exchanges, so please check the size, colour and details before you order. If an item is wrong, damaged or faulty, see Returns & Exchanges for the details.
I received a wrong or damaged item.
Sorry about that. Tell us within 24 hours of delivery with a few photos of the item and the packaging, and we will make it right with a replacement, exchange or refund.
Which items cannot be returned?
We only take back items that were wrong, damaged or faulty and reported within 24 hours of delivery. Items cannot be returned or exchanged because you changed your mind.
When will I get my refund?
Once a refund is approved, we start it within 7 working days. Bank processing time can add a few days after that.
Products
Are your products new?
Yes. Everything we sell is brand new and bought from suppliers we trust.
How do I know a product suits my child’s age?
Check the age guidance on the product page and on the packaging. If you are unsure, message us and we will help you choose.
A product is out of stock. Will it come back?
Often, yes. Contact us with the product name and we will tell you if and when we expect it back.
Account & privacy
I forgot my password.
Go to My Account and use “Lost your password?”. We will email you a reset link.
How do you use my details?
Only to run your orders, deliver them and support you, plus anything else explained in our Privacy Policy. We do not sell your personal data.
Can I ask you to delete my data?
Yes. Email contact@saifstore.com and we will delete what we can. Some order records have to be kept for tax and accounting reasons.
Need a hand?
We are a small team and we read every message. Ask us about orders, delivery or returns.
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