Refund policy

Last updated: January 10, 2026

Scope and Intent

This Return and Refund Policy applies to all purchases made through the Silvielle website.

Return Window

We have a 14-day return policy, which means you have 14 days from the date of delivery (as confirmed by the tracking information) to request and ship your return.

Return Instructions

1. Return Notification: To initiate a return, contact our customer service at help@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. 

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

- Change of Mind (Non-Damaged Goods): Products can be returned within 14 days of delivery, provided they are unused, undamaged, and in their original packaging.
- Defective or Damaged Goods: If you receive a defective or damaged product, contact us within 48 hours of receipt. Please send photos of the defect or damage. Silvielle will cover return shipping costs and provide a replacement or refund.
- Incorrect Product Received: If you receive the wrong product, contact us and we will arrange the return and ensure you receive the correct item.
- Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product cannot be located, a full refund or replacement will be issued.
- Cancellation After Order: Orders can be canceled before they are shipped. If the order has already shipped, please 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: Refunds are processed within 7–10 business days after receiving and inspecting the returned item.
- 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

10685-B Hazelhurst Dr. #41280, Houston, TX 77043, USA

Shipping Method: USPS or DHL + Track & Trace
Restocking Fees: $0

Questions?

Visit our FAQ page or contact our customer service. 

Legal Rights

This Return and Refund Policy does not limit or affect any rights you may have under applicable consumer protection laws.

Company Information:

  • Company Name: Velvet Rise LLC, Headquartered at 16192 Coastal Hwy, Lewes, DE 19958, USA
  • Website Name: Silvielle
  • Address: 10685-B Hazelhurst Dr. #41280, Houston, TX 77043, USA
  • Email: help@silvielle.com
  • Phone: +1 312 680 2263
  • Company Number: 10286550

Customer Service Opening Hours:

  • Monday to Friday: 9:00 AM – 5:00 PM
  • Saturday and Sunday: Closed
  • Time Zone: PST (Pacific Standard Time, USA)

🕒 Response Time: We respond within one business day.

Thank you for shopping with Silvielle! We appreciate your trust and are here to ensure your satisfaction with every purchase.