Shipping Information
Silou London ships all UK, European and International orders with our shipping partner, DPD. Please find the most suitable delivery option below and confirm this option at the checkout page.
UK
| Country |
Courier |
Method |
Delivery Time |
Cost |
| All UK |
Royal Mail |
Express Delivery |
1-2 Working days |
£7.50 |
| All UK |
Royal Mail |
Standard Delivery |
2-5 Working days |
FREE |
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EUROPE
| Country |
Courier |
Method |
Delivery Time |
Cost |
| EU |
DHL |
Global Mail Plus |
4-7 Working days |
£12.00 |
| EU |
DHL |
FREE DELIVERY (Orders over £300) |
4-7 Working days |
FREE |
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|
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INTERNATIONAL
| Country |
Courier |
Method |
Delivery Time |
Cost |
| Australia / NZ |
DHL |
Global Mail Plus |
5-7 Working days |
£15.00 |
| Asia |
DHL |
Global Mail Plus |
5-7 Working days |
£15.00 |
| Emirates |
DHL |
Global Mail Plus |
5-7 Working days |
£15.00 |
| Russia |
DHL |
Global Mail Plus |
5-7 Working days |
£15.00 |
| USA |
DHL |
Global Mail Plus |
5-7 Working days |
£15.00 |
DISPATCH TIMES
If your order has been accepted, we will dispatch your order as quickly as possible Monday to Friday. Orders placed after 1pm on Fridays will be dispatched the following Monday. For any orders placed over the weekend, these will be processed the following Monday.
TRACKING
Once your order has been fulfilled we will send you a confirmation email to the address you entered in your order. This will include your unique tracking number to track your parcel from the courier. You can track the progress of your delivery from despatch to delivery.
Will my parcel be charged international taxes and duties?
All European and international orders may be subject to import duties and taxes. We are unable to advise on these costs, as they are country specific. Please contact your local customs office to find out more information regarding taxes and duties, which are applied to orders delivered outside the UK. You are responsible for any import fees, duties and/or taxes that are incurred on the package.
I am missing an item from my order
Please check if your invoice indicates the missing item should have been included within the order you have received. Please keep in mind that some items may be shipped in separate packages. If you see that the item you are missing is on your invoice or have additional questions please contact us within 14 days of receiving your order.
INTERNATIONAL ORDERS
We ship internationally to Australia, Russia, and the USA. We are unable to confirm shipping costs and transit times for orders outside these regions, as they vary according to the country. Please email us directly at
[email protected] with your delivery address, and we will happily confirm costs and delivery times. Please note, we cannot guarantee we can post to your address.
Returns and Exchanges
RETURNS
For UK customers, we offer a free returns service.
Returns must be in new, unworn, unused, re-saleable condition with garment tags attached. Please fill in the returns form and include it with your return.
To return an item(s) firstly print the
RETURNS FORM, complete it and return it with your invoice and goods to
Freepost SILOU ACTIVE
You have 14 days to return your unworn/unwashed item from the date you received your order. For the holidays, we have expanded this window. If the item was purchased between November 14 and December 25, 2019 you have until January 8, 2020 to return or exchange it.
Returns must be in a re-saleable condition.
We will not accept returns if they have any of the following:
- Makeup or deodorant marks
- Any strong odors
- Swing tags or packaging is missing
To return an item from outside of the UK, complete the
RETURNS FORM and post the item(s) back to us. Please note, you will have to pay for your postage as the pre-paid label will not work from outside UK.
Please post your return to:
Silou
Westacott Road
Barnstaple
EX32 8AW
PLEASE NOTE: For customers outside of the UK, any taxes and duties are the buyer's responsibility.
EXCHANGES
Exchanges will be processed within 48 hours of us receiving your return. Exchanged items will be sent free of charge. Please state clearly on the
RETURNS FORM the item(s) you require exchanged and the new size or colour.
Should the required item be unavailable, and provided the item is in its new, unworn, unused, re-saleable condition with garment tags attached within 14 days of notifying us, a refund will be issued.
Exchanges only apply for the same item in a different colour or size, subject to availability. If a different item is required, please request a refund for the unwanted item and place a new order.
CONTACT
If you have any questions about your order, contact us at
[email protected] including your order no.
