BREXIT UPDATE FOR OUR EU CUSTOMERS
We will continue shipping to countries within the EU. To maintain this option we ask to be mindful before making an order. When you purchase products from the UK worth more than €150 you will receive fees for customs declarations. Our advice right now is to research your area’s charges for VAT + Custom charges before making a purchase. Please note that orders shipping to Europe may be subject to custom duties, regardless of the order amount. These costs are outside of our control and will need to be paid by the customer once the order arrives in Europe. If the order is subject to custom duties, the Customs Authorities will contact you to require any additional information they might need as well as payment. Unfortunately, we are not able to advise on the cost of duties, customers can check with Custom Authorities in the relevant European country.
The process is going to take some time until we are updated with a clear outline of expected charges.
COVID-19 SHIPPING UPDATE
We are working hard to get your orders to you as quickly as possible. However, please note that due to COVID-19, there may be a slight delay in processing orders and returns due to the reduced operating staff at our Devon warehouse and delivery partners.
All UK orders are taking an average of an extra 24 hours to arrive. Please allow for extra time with overseas orders also as they are taking longer to reach their new homes.
Express shipping is not available for this reason. We appreciate your patience during this time.
Our orders are delivered by Royal Mail and their international shipping partners. Delivery times are estimates and start from the date of dispatch. Please note that in some areas of the UK and Europe there is a limited range of delivery services available, and we cannot be responsible for delays as a result of remote delivery locations and/or adverse weather conditions. Please find the most suitable delivery option below and if you have any questions contact us on email@example.com.
Once your order has been fulfilled, we will send the confirmation email which will include your order tracking number. Items can be tracked through the shipping partner link provided.
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. Responsibility for any import fees, duties and/ or taxes that are incurred on the package rest with the customer..
|United Kingdom||3 - 4 Working Days||£5|
|Europe||5 - 7 Working Days||£12|
|Australia/NZ||7 - 10 Working Days||£15|
|Asia||7 - 10 Working Days||£15|
|Emirates||7 - 10 Working Days||£15|
|Russia||7 - 10 Working Days||£15|
|USA||7 - 10 Working Days||£15|
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. If you see that the item, you are missing is on your invoice or have additional questions please contact us on firstname.lastname@example.org within 14 days of receiving your order.
We understand things don’t always go to plan, so if when you receive your new piece(s) from us, and they aren’t quite right here are your options.You have up to 14 days from the date you received your order to return or exchange your items..
PRE-PAID RETURNS TO POST OFFICES (UK ONLY)
You can deliver your return to any Post Office (either stand-alone or store locations). To find your nearest office, consult http://www.postoffice.co.uk/branch-finder. In this case you will have to stick the pre paid SILOU returns label that we sent to you with your order.
The charge of £3.95 for using the pre-paid service will be deducted from your bill. If you cannot find your pre-paid postage label, email our team at Orders@SILOULondon.com to print yours at home.
Alternatively, you can return the items using another delivery service, please make sure if you do this the item is a tracked and signed for service to support our records and deliver to the address below.
RETURNS (OUTSIDE THE UK)
To return an item from outside of the UK, please send your items to the address below.
You will have to pay for your postage as we currently do not support international return. Please ensure to choose a delivery service that provides tracking to support your return and follow the returns instructions below.
RETURN INSTRUCTIONS (UK AND GLOBAL)
Mark the returns form alongside the item you wish to return. If you would prefer to exchange the item, enter the new size in the exchange field.
If you have received a defect item, mark the item as "Fault" with the reasoning.
Returns MUST be unworn, unused and unwashed with all garment tags attached. Returns will be carefully processed to ensure they are returned in the state in which they were sent. This means free of make-up and deodorant marks and fragrance free.
Please fill in the returns form and include it with your return. We will not accept returns if they have any of the following:
· Makeup or deodorant marks
· Any strong odours
· Swing tags and/or packaging is missing.
If you have lost your physical return form, please fill in the form below and attach a note to your return with your name, order number and return reason. This will allow us to process your return sooner rather than later
Returns sent to our Head Office address will be returned to the sender. Please email email@example.com if you require a UK free post label. Original shipping costs are non-refundable. For customers outside of the UK, any taxes and duties are the buyer's responsibility.
Our team will respond to any return updates and emails between the hours of 9am - 2pm, Monday - Friday (Excluding UK Bank Holidays)