FREQUENTLY ASKED QUESTIONS

CONVID-19 Information

We are still operating as normal, just note that some deliveries may take longer than usual. We are taking strict and all necessary precautions to ensure warehouse and delivery staff are protected and kept safe when fulfilling your SILOU orders. A reduced amount of people are working at the same time to provide safe working conditions for the team.

Ordering

What methods of payment do you accept?

We accept payment via Paypal and all major Credit Cards (VISA, Mastercard, and American Express).

What countries do you deliver to?

We currently ship to the following destinations: UK, Europe, Australia, United Arab Emirates, and Russia. For other countries, please email us at orders@siloulondon.com to see if we can arrange 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.

Can I amend or cancel my order?

We process your order immediately and therefore may be unable to cancel or amend your order. Please contact us straight away at orders@siloulondon.com and we will help as best as we can.

The item I want has sold out! Will it come back in stock?

If we have sold out of the style/size you are looking for, please email us at orders@siloulondon.com to be added to our waitlist. We will notify you by email as soon as the item is back in stock.

What size do you recommend?

Some of our garments fit differently to others. You can find more information on the fit and size of the specific garment on its product page. If you would like additional help with making a decision, please feel free to email us at orders@siloulondon.com

Delivery

How long will it take for my order to be dispatched?

If your order has been accepted, we will dispatch your order as quickly as possible Monday to Fridays.
All next day delivery orders are dispatched the same day, if the orders are received before 1pm.  Orders placed after 1pm on Fridays will be dispatched the following the Monday. For any Next day delivery ordered over the weekend, this will be processed the following Monday.

How much does it cost to deliver my items?

Please see our shipping page for further information on shipping costs for our different delivery options.

Can I track my order?

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 by visiting ROYAL MAIL and inserting your tracking number.

For European orders, Royal mail will hand your parcel to your country’s relevant postal authority once it leaves the UK. You will be able to track your parcel on your postal authority website.

If you did not receive an email, please email orders@siloulondon.com

Where is my order?

You will receive a tracking number to your email, which will provide you with an estimated arrival date. Please track the status of your parcel using the tracking number and tracking link provided to you.  

Please note there can be local delays with customs and/or couriers that may affect your expected delivery time.

We use third-party courier companies to deliver your products to you. The third party may require a recipient to be available to sign for the package.

If you do not receive your parcel by the estimated delivery date, please email orders@siloulondon.com and we will be happy to look into this further.

Gift Cards

Terms and Conditions

Expires after 12 months Promotional codes or discounts cannot be applied to the purchase of a gift card.

The gift card balance cannot be exchanged for cash or redeemed against the purchase of another card.

In cases where your SILOU gift card is lost or stolen, SILOU  is unable to replace or reimburse the remaining balance on a card. SILOU cannot be held responsible for any balance lost on a SILOU gift card as a result of theft or fraud.

SILOU cannot be held responsible for any unauthorised use where the card number has become known to another party.

Should your SILOU gift card become damaged, SILOU will be able to replace the card providing you still have the card in your possession and the necessary details can be obtained.

Returning Items bought from a Gift Card

If you originally purchased the item online using a gift card or e-gift card, after your item has been returned, we will credit your SilouLondon.com account to the relevant value. This will be visible in the My Account area after you log in and the funds will be available to use on your next online purchase.

Returns & Exchanges

What is your return policy?

All customers have a 14-day time period in which you can return any item purchased from us. We are happy to accept returns, as long as the garment is in its original unworn condition and includes all original packaging. We reserve the right to refuse refunds if the garment shows any signs of general wear and tear.  We are unable to refund customs duties and sales taxes, if your order was delivered outside the UK.

How do I return an item to you?

Please follow the country-specific returns instructions on the RETURNS PAGE.

Can I exchange an item?

We are more than happy to exchange your order for the exact same product in a different colour or size. If the item is out of stock in the size or colour you have opted for, then a refund will be issued instead. If you wish to exchange for an entirely different product, please return the unwanted item and process a new order for the product you would like. Please follow the country-specific returns instructions on the RETURNS PAGE.

What if there’s a missing/incorrect item in my delivery?

We aim to resolve any problems you may have with your order as soon as possible. In the unlikely event an item is missing/incorrect, please email our team at orders@siloulondon.com.

When will I receive my refund?

Please allow 2-3 weeks from the date of your return for your parcel to be received and processed. As soon as we have processed your return, you will receive a return confirmation email.  All refunds will be issued to the payment method you used when placing the order.

How do I get in contact with someone at Silou London?

We love talking to our customers.  Please email hello@siloulondon.com and we will aim to respond your query within 24 hours, Monday - Friday. Should you wish to speak to someone on the phone, feel free to email us your name, number, and inquiry and we will be delighted to call you back.