Customer Support

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via the contact page below.

How can we help?

FAQ

Pre-Orders

Pre-order Policy

We offer pre-orders on items that are currently out of stock and coming back. Please check product pages for information on expected product timelines. Pre-orders require payment to be made at checkout.

If you have ordered multiple items, all items will ship together once the out-of-stock item is back in stock. Although we will try our best to give an exact estimate on the product page, ship dates are not guaranteed and delays may occur.

When will out of stock items be restocked?

Please review the product page for clarification regarding if the product will be restocked, and, if so, its estimated timelines.

If you've ordered an out of stock item, please make sure to make the following emails accepted senders in your email to receive updates: hello@siloulondon.com and orders@siloulondon.com.

One of my items was on pre-order. Will I receive a notification of shipment?

Check out the specific product page for expected timelines. Your order will ship in full once your pre-ordered item is back in stock. Please keep an eye on your email for tracking.

Orders

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guide. Sizing information is located on each of our product pages. You can also find information on what size the model is wearing if you expand the "size and fit" section underneath the product.

If you are still unsure, feel free to reach out to our customer support for additional guidance.

Where is my order?

To find your order status or tracking number, look for your shipping confirmation email. The email will provide you with your own tracking page. If you do not see this shipping confirmation email in your inbox, please check your spam folder. 

Can I cancel my order?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund.

How is the order packaged?

Our packaging is purposely sustainable. Products will arrive in a frosted bio/recycled sleeve for protection inside a carboard mailer box with the Silou company name on it. Other products ship in a reycled packaging bag with Silou's small company logo.  

Why won't my card go through successfully?

We accept all major credit cards, Apple Pay, PayPal and Clearpay. If your transaction is not going through, please double check that your credit card name, number, expiration date, and billing address are all correct.

What forms of payment do you take?

We accept all major credit cards, Apple Pay, PayPal and Clearpay. If using PayPal eCheck, please allow extra time for us to process your order since PayPal takes an additional 3–5 business days to process the order before our system is able to proceed with fulfilling and shipping your order.

Where can I find my tracking number?

When your item was shipped, a shipping confirmation email was sent to the email submitted with your order. If you do not see this shipping confirmation email (sent from hello@siloulondon.com) in your inbox, please check your spam folder. 

Can I include a gift receipt with my order?

We do not include gift receipts with your order. If the recipient needs to return, exchange, or has any questions about their product, please have them email orders@siloulondon.com with your original order number. 

My package was never delivered.

Some couriers sometimes mark a package as delivered when it leaves the processing center, and then can be as much as 3 business days before it arrives at your door. The best way to find out where your package went is for you to contact the courier that is linked to your tracking reference directly.

Shipping

During public holidays or busy sale periods your order may face delays.

If you require further assistance please contact us or visit our shipping page for more answers.

Where do you ship?

We ship to the United Kingdom, the European Union, Asia, UAE, Australia, New Zealand, Canada and and all 50 states within the United States. International fulfillment costs and timelines may vary on the shipping provider and destination.

We are growing quickly and doing our best to reach customers in more geographies.

Are all products available internationally?

The Silou assortment is available internationally.

What are my shipping options? How much will it cost?

Shipping for all United Kingdom orders £150 and over ship for free. For all UK orders under £150, a flat-rate shipping fee of £5 will be applied.

For expedited and international shipments, costs vary depending on the shipping provider and destination.

United Kingdom
Free standard shipping for orders over £150

Standard Shipping for orders under £150: £5

Europe
Standard Shipping: £12

International
Standard Shipping: £15

Customs and duties costs vary depending on product and destination.

What is the timeline for shipping?

Orders within the United Kingdom, are dispatched 3pm GMT everyday. UK Standard delivery typically arrives in 2-5 business days. UK Next Day Delivery arrives 24 hours after the order has been fulfilled.

All international orders typically arrive within 10-15 business days. Please be aware customs will contact you in regards to fulfilment of your order.

How do I change my shipping address?

If you notice your shipping or billing address is incorrect after placing your order, please email orders@siloulondon.com.

Why is my order's tracking status not updating?

Occasionally, we've seen that delivery services are not timely with either scanning in packages and/or updating the tracking info. Please allow 24–48 hours for your tracking to update. If your tracking status is stuck on "confirmed" after 48 hours, please reach out to orders@siloulondon.com.

What is a preorder or backorder, and when will my order ship?

A preorder is when an item is out of stock (usually because it sold out) and we are planning on getting more inventory. A preorder is when the goods are yet to be produced or manufactured. You can purchase the item ahead of time to ensure it doesn't sell out again before you are able to purchase yours.

As for a backorder, the goods are already out there, yet not in stock at that moment, usually because our products may be on backorder and/or shipping with delay during periods of high order volume.

Both preorders and backorders will ship once they arrive to our warehouse.

Please view the specific product page for updates on expected timing.

Please reach out to orders@siloulondon.com if you have any questions about the status of your order.

What is your shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

How long before my order ships?

If your purchased items are not on pre-order, our fulfillment team will process and ship your order within 24–48 hours Monday–Friday. When your item ships, you will receive a confirmation email with tracking. Be sure to check spam if you have not received the email.

If your tracking information has not updated, know that your order has shipped. Facilities are not always timely with scanning in packages or updating the tracking info. Once it arrives at the post office in your county, a final ETA will be calculated.

For additional information not found on your tracking page, contact us directly at Orders@SilouLondon.com

Returns & Exchanges

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.

What is your return/exchange policy?

Please note, we do not accept exchanges and/or returns for any used products. To be eligible for a refund or exchange on a damaged item, you must first email us within 7 days of receiving the product.

Please send us an email at orders@siloulondon.com to alert us of the damage (a photo is always helpful). 

Returns Step 1

1. 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.

2. 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.

3. 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.

PLEASE NOTE

Returns sent to our Head Office address will be returned to the sender. Please email orders@siloulondon.com if you require a UK 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 8am - 5pm, Monday - Friday (Excluding UK Bank Holidays).

Returns Step 2 - United Kingdom

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.

SILOU London
Westacott Road
Barnstaple
EX32 8AW
United Kingdom

Returns Step 2 - Rest of the World

To return an item from outside of the UK, please send your items to the address below.

SILOU London
Westacott Road
Barnstaple
EX32 8AW
United Kingdom.

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. 

When can I expect a refund?

Once a refund is issued, funds will be reimbursed to the original form of payment within 3-5 business days. 

How do I return a gift?

If eligible for a return, have the recipient email orders@siloulondon.com and a customer service rep will provide instructions on how to return your item(s).

What if my item is damaged, defective, or incorrect?

If your order arrives damaged, defective, or incorrect, please reach out at orders@siloulondon.com, with a detailed description of the issue, and photos. 

Sustainability

Where are your products made?

We work directly with manufacturers in the Europe. Please see individual product pages for manufacturing details or check out our sustainability credentials.

Can I recycle your products?

Whenever possible Silou use sustainable materials and packaging. Please see below for individual components. 

Outer Packaging
Each of our shipping cartons, both direct-to-consumer and wholesale fulfillment, are locally manufactured with recyclable materials.

Product Packaging
Our swing tags and product liners are manufactured with recyclable materials.

Please see our sustainability credentials for more information.

Clearpay

What is Clearpay?

Clearpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every two weeks without any interest.

How do I use Clearpay?

Simply shop at SilouLondon.com and check out as usual. At checkout, choose Clearpay as your payment method and you will be directed to the Clearpay website. If it’s your first time using Clearpay, you’ll be required to register and provide payment details (Visa or Mastercard). If you’ve used Clearpay before, just log into your Clearpay account to complete your order.

How does Clearpay payment schedule work?

All Clearpay customers are required to make their first payment at the time of purchase. The remaining three payments are then charged automatically to your selected payment method every two weeks in equal instalments. If you would like to make additional unscheduled payments before they are due, you may log into Clearpay to make your payments early. Clearpay will then adjust the amount owed accordingly. You can log into your Clearpay account anytime to view your payment schedule or make a payment before the next due date.

What if I cannot pay a Clearpay installment?

If funds are not available or you otherwise do not make your payment when it is due, late fees may apply. Complete terms can be found on the Clearpay website.

What items are not eligible for Clearpay?

Clearpay cannot be used on physical or e-gift cards.

When will my items be delivered if I use Clearpay?

Clearpay orders are delivered in accordance with Silou’s shipping policy, like any order placed on SilouLondon.com.

How do I return or exchange an item purchased with Clearpay?

Returns of items purchased with Clearpay can be made in accordance with Silou’s return policy. Have more questions about returns of items using Clearpay? Go to help.clearpay.com.

Can I use Clearpay if I'm an International Customer?

Clearpay is only available to customers with a UK billing address. Customers with international billing addresses will not be able to create a Clearpay account.

Is there a limit to how much I can spend on a single Clearpay transaction?

Yes, your bag value must be between £10 and up to £800 to use Clearpay. Approval amounts may vary and are determined by Clearpay. If you have a question about your Clearpay account, please contact the Clearpay toll-free customer support line at +44 808 281 2527 or using the Clearpay contact form found here.

Where can I find our more about Clearpay?

Visit the Clearpay website for a comprehensive list of FAQs. If you have a question about your Clearpay account, please contact the Clearpay toll-free customer support line at +44 808 281 2527 or use the Clearpay contact form.

Get in touch

Have questions about your order, or a general enquiry?