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.
We accept payment via Paypal and all major Credit Cards (VISA, Mastercard, and American Express).
We currently ship to the following destinations: UK, Europe, Australia, United Arab Emirates, and Russia. For other countries, please email us at email@example.com to see if we can arrange delivery.
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.
We process your order immediately and therefore may be unable to cancel or amend your order. Please contact us straight away at firstname.lastname@example.org and we will help as best as we can.
If we have sold out of the style/size you are looking for, please email us at email@example.com to be added to our waitlist. We will notify you by email as soon as the item is back in stock.
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 firstname.lastname@example.org
You can save any item on the site in your Wishlist, making it easy to find later. Simply click the heart icon in the categories or product pages. You can see your Wishlist any time by clicking the Heart icon.
You can use the Wishlist even if you are not registered and logged in on the site. In this case, if you close the browser, you will lose your selected items. We suggest to login or create an account.
As a thank you for all of the amazing work our NHS staff do, we are currently offering 20% off any full price items on our website. Please email us at email@example.com and we will send you the discount code.
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.
Please see our shipping page for further information on shipping costs for our different delivery options.
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 firstname.lastname@example.org
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 email@example.com and we will be happy to look into this further.
All customers have a 30-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 wear. We are unable to refund customs duties and sales taxes, if your order was delivered outside the UK.
Please follow the country-specific returns instructions on the RETURNS PAGE. Return instructions and a SILOU return label come with every purchase. £3.95 will be charged for returns using our pre-paid labels. 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.
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.
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 firstname.lastname@example.org.
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.
We love talking to our customers. Please email email@example.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.
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.
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 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.