CONVID19 SHIPPING UPDATE
You may experience a delay in receiving your package as we’ve implemented new measures like social distancing guidelines to ensure the health and safety of our warehouse team.
We will where possible, prioritise your 24hr orders, however we can no longer guarantee next day services. All UK orders are taking an average of an extra 24 hours to arrive and overseas is proving to take quite a lot longer at the moment.
Silou London ships all UK, European and International orders with our shipping partners DHL and Royal Mail. Please find the most suitable delivery option below and confirm this option at the checkout page.
|All UK||Royal Mail||Standard Delivery||3-5 Working days||FREE|
|EU||DHL||Global Mail Plus||7-10 Working days||£12.00|
|Australia / NZ||DHL||Global Mail Plus||7-14 Working days||£15.00|
|Asia||DHL||Global Mail Plus||7-14 Working days||£15.00|
|Emirates||DHL||Global Mail Plus||7-14 Working days||£15.00|
|Russia||DHL||Global Mail Plus||7-14 Working days||£15.00|
|USA||DHL||Global Mail Plus||7-14 Working days||£15.00|
If 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. For any orders placed over the weekend, these will be processed the following Monday.
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 from despatch to 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.
Please check if your invoice indicates the missing item should have been included within the order you have received. Please keep in mind that some items may be shipped in separate packages. If you see that the item you are missing is on your invoice or have additional questions please contact us within 14 days of receiving your order.
We ship internationally to Australia, Russia, and the USA. We are unable to confirm shipping costs and transit times for orders outside these regions, as they vary according to the country. Please email us directly at firstname.lastname@example.org with your delivery address, and we will happily confirm costs and delivery times. Please note, we cannot guarantee we can post to your address.
For UK customers, we offer a free returns service. Returns must be in new, unworn, unused, re-saleable condition with garment tags attached. Please fill in the returns form and include it with your return.
You have 30 days to return your unworn/unwashed item from the date you received your order.
We will not accept returns if they have any of the following:
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 the pre-paid label will not work from outside UK.
Please post your return to:
PLEASE NOTE: For customers outside of the UK, any taxes and duties are the buyer's responsibility.
Exchanges will be processed within 48 hours of us receiving your return. Exchanged items will be sent free of charge. Please state clearly on the returns form the item(s) you require exchanged and the new size or colour.
Should the required item be unavailable, and provided the item is in its new, unworn, unused, re-saleable condition with garment tags attached within 14 days of notifying us, a refund will be issued.
Exchanges only apply for the same item in a different colour or size, subject to availability. If a different item is required, please request a refund for the unwanted item and place a new order.
If you have any questions about your order, contact us at email@example.com including your order no.