Returns

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

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. You have up to 14 days from the date you received your order to return or exchange your items.

During public holidays, busy sale periods or for social distancing measures, your order may face delays if our team are working with a reduced operating staff.

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

Subheading
How can we help?

FAQ

Returns & Exchanges

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 9am - 2pm, 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. 

Get in touch

Have questions about your order, or a general enquiry?