DELIVERY AND RETURNS

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 orders@siloulondon.com.

DISPATCH TIMES

Once 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. Orders placed over the weekend will be processed the following Monday.

SHIPPING COSTS

UNITED KINGDOM

CountryTransit Time          Shipping Cost
The UK           2-3 Working Days£5 (FREE over £150)

EUROPE

CountryTransit TimeShipping Cost
EU                   3-5 Working Days£12                              

INTERNATIONAL

CountryTransit TimeShipping Cost
Australia/ NZ5-7 Working Days£15                             
Asia5-7 Working Days£15
Emirates5-7 Working Days£15
Russia5-7 Working Days£15
USA5-7 Working Days£15

TRACKING

Once your order has been fulfilled, we will send your confirmation email which will include your 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.

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 orders@siloulondon.com within 30 days of receiving your order.

RETURNS

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.

For UK customers, we offer a free returns service. Please use the return label provided. 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.

Send your items within 30 days from the date you received your order.


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.

Fill in the returns form


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 we currently do not support international return labels.

Please post your return to:
Silou
Westacott Road
Barnstaple
EX32 8AW

Returns sent to our Head Office address will be returned to the sender. Please email orders@siloulondon.com if you require a UK free post label.

PLEASE NOTE: Original shipping costs are non-refundable. For customers outside of the UK, any taxes and duties are the buyer's responsibility. 

EXCHANGES

At the moment we do not offer exchanges. It is on our to do list however we don’t have the processes to support to function just yet.

FAULTY ITEMS

If your goods are faulty or damaged upon arrival, we are sincerely sorry. Please email us directly at orders@siloulondon.com and we will remedy the situation.

CONTACT

If you have any questions about your order, contact us at orders@siloulondon.com including your order no.

ARRANGE A RETURN

Reason for Return

Select any options that apply to you.