Refund Policy

Scope and Intent

This Return and Refund Policy applies to all purchases made through the www.silvielle.com website.

Contact Information

For questions about returns and refunds, please contact our customer service via:

  • Email: support@silvielle.com
  • Phone: +1 302 601 5362
  • Address: 10685-B Hazelhurst Dr. #41280, Houston, TX 77043, USA

Return Window

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

Return Instructions

1. Return Notification: To initiate a return, contact our customer service at support@silvielle.com with your order number and a detailed reason for the return.
2. Return Authorization: After reviewing your return request, we will provide you with detailed instructions. Please note that returns will need to be sent to the following address: 10685-B Hazelhurst Dr. #41280, Houston, TX 77043, USA.

Packaging and Shipping

1. Safely pack the item in the original packaging with all labels and tags still attached.
2. Include the return authorization form and any necessary supporting documents or images.
3. Download and print the return label from the link provided in our email.


Return Costs

  • For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
  •  For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item.

Specific Return and Refund Conditions

- Returns Due to Change of Mind(Non-Damaged Goods): If you change your mind after purchase, you can return the product within 14 days of delivery date, provided it is unused, undamaged, and in the original packaging.
- Defective or Damaged Goods: If you receive a defective or damaged product, contact our customer service within 48 hours of receipt. Send us photos of the defect/damage. Silvielle will cover the return shipping costs and provide a replacement or a refund.
- Incorrect Product Received: If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product.
- Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.
- Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.

Timelines

- Return Window: Returns must be reported and shipped within 14 days of receiving the product.
- Return Processing: After receiving and inspecting the returned item, we will process the refund within 7–10 business days. 
- Refund Conditions: Refunds are approved if the product is undamaged, unused, and in the original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
- Refund Methods: Refunds are made to the original payment method used at the time of purchase.

Exceptions to the Return Policy

The following products cannot be returned:
  • Custom or personalized items
  • Hygiene products (e.g., socks, underwear) unless unopened and unused

Return Address

Send all returns to: 10685-B Hazelhurst Dr. #41280, Houston, TX 77043, USA.

Shipping Method and Costs

- Shipping Method: DHL + Track & Trace or any tracked courier service
- Restocking Fees: $0


Legal Rights

This policy does not affect any applicable legal rights.

Questions?

You can always contact us for any return question at support@silvielle.com

Trading Name: Silvielle

Business Address: 16192 Coastal Highway, Lewes, Delaware 19958, United States

Email: support@silvielle.com

Contact Form: https://silvielle.com/pages/contact

Phone Number: +1 302 601 5362

Registration Number: 10286550

Tax Number: 35-2916647

Customer service: Monday to Friday between 9:00 am to 5:00 pm.