Refund policy

RETURNS AND EXCHANGES

At Siluéra, we want you to love every item you receive.
We accept returns on unused products that are sent back in their original condition and original packaging.

✔ Return Requirements

  • Item must be unused
  • Item must be in original packaging
  • Return must be initiated within 5 days of the delivery date
  • Customer is responsible for return shipping costs

To request a return, please contact our customer service team at info@siluerafashion.com to receive the return address and instructions.

✔ Processing Time

Once we receive your return, it is typically processed within 24 hours.
Refunds are issued to the original method of payment, but depending on your payment provider, it may take up to 10 business days to appear.

If you have any questions, please reach out to us through email or our Contact Page.

SUPPORT

For all inquiries, please email us at info@siluerafashion.com and include your order number.
Our team is here to help.

WHAT IF MY ORDER ARRIVED WITH A FAULT?

If your item appears damaged or faulty upon arrival, please notify us on the day of delivery via the Contact Page or email:

📩 info@siluerafashion.com

Please include:

  • Your order number
  • Your full name
  • Clear photos of the fault or damage
  • Any details that may help us resolve the issue

We will review the claim and assist you promptly.

PROBLEMS WITH DELIVERY

Siluéra is not responsible for parcels delivered to an incorrect address provided at checkout or for items requested to be left in unsecured locations.

If your order has not arrived, please contact us at info@siluerafashion.com.

Please note:

  • Delivery delays may occur
  • We cannot issue a refund or replacement until 20 working days after dispatch (25 working days for international orders)

If the order has still not arrived after this time, we will arrange a replacement.

LOCAL CUSTOMS DUTY / TAX FEES

Siluéra is not responsible for any customs, duties, or import fees that may apply to your order.
Please check your local regulations for details.

General guidance:

  • UK — No customs fee
  • United States — No customs fee
  • Canada — No customs fee
  • Europe — Orders under £135 are tax-free
  • Australia — No customs fee
  • Japan — No customs fee
  • Hong Kong — No customs fee
  • United Arab Emirates — No customs fee
  • South Korea — Orders under $150 are tax-free