FAQ
FAQ
Shipping informations
What countries does SILENCIOSA deliver to?
Our online boutique delivers internationally. You can find the list of available locations through the “Country” menu at check-out. Please contact our Customer Service Team at customercare@silenciosa.cc if you have any additional questions.
What delivery services are available?
We may deliver your order to your personal postal address; a signature is required to retrieve your parcel. You may also choose to pick-up your parcel at a UPS Access Point. Our carrier internationally is UPS.
Is the delivery of my order free?
SILENCIOSA offers free standard delivery. Please note that free shipping will be applied to your order at checkout.
Do I need to pay customs fees?
For order placed outside the UE, SILENCIOSA covers applicable duties and customs fees for most* delivery countries. *Please refer to the list bellow for countries or regions where SILENCIOSA does not cover customs duties: Andorra, Armenia, American Samoa, Azerbaijan, Bhutan, Belarus, Central African, Cook Islands, Fiji, Federated States of Micronesia, France (Overseas islands), Kyrgyzstan, Cambodia, Kiribati, Lao People’s Democratic Republic, Marshall Islands, Mongolia, Northern Mariana Islands, Papua New Guinea, Palau, So- lomon Islands, Tajikistan, Timor-Leste, Turkmenistan, Tonga, Tuvalu, United Kingdom, Ukraine, Uzbekistan, Vanuatu, Samoa.
What is the delivery time for my order?
EU Standard > 3-5 business days
International Standard > 10-15 business days
Orders are generally delivered between 3-5 business days from the moment the shipping confirmation e-mail is sent. Kindly note that delays may be caused by delays in payment authorizations, product availability or customs delays. During our sales period, the large amount of orders may also result in longer delivery times.
Has my order been shipped?
Once your order is shipped, you will receive a confirmation e-mail with the tracking number. Your parcel is fully traceable on the carrier’s website, using the tracking number received. Don’t hesitate to contact our carrier or our customer service for any further questions.
I haven’t received my order. What should I do?
We kindly invite you to open a claim with your carrier and contact our customer service at customercare@silenciosa.cc. Please kindly note that any claim regarding the delivery must be submitted in 14 working* days following the delivery of the parcel
*After this period, we are not able to claim any lost orders.
Orders
How can I know my size?
Please refer to our Size Guide available on our website for each product or contact our customer service team at customercare@silenciosa.cc who will be happy to assist you.
If a product is not in stock, when will it be available again?
SILENCIOSA offers a selection of products from our latest collection, our stock is updated regularly. If the item you would like to purchase is not available, we kindly invite you to contact us at customercare@silenciosa.cc
Can I be notified when the item is available again?
Contact our customer service team at customercare@silenciosa.cc who will be happy to assist you.
How can I know my order was processed correctly?
Your order is confirmed once you receive the confirmation email from SILENCIOSA. You will receive a second email with tracking information once your order is shipped.
Can I cancel or modify my order?
Orders placed on SILENCIOSA.cc may not be cancelled or modified. Please rest assured that you may always return your order upon receipt if you no longer wish to keep it.
Payments
What are the payment methods available?
SILENCIOSA accepts the following payment methods: Credit or debit card (Visa, Mastercard, American Express). By payment apps: via Paypal, Apple pay, Google pay. Payment is secured by the partners in charge of managing the financial transaction.
Why was my payment refused?
Please kindly contact your bank in case your payment is declined or cancelled.
Where can I find my invoice?
Your invoice will be sent by email along with your confirmation.
Returns & Exchanges
What is your return policy?
All products may be returned within 14 days from the delivery date: in their original condition and packaging (not worn, including all labels, accessories etc).
Can I exchange a product?
We do not offer any exchange service for the moment. If you would like to exchange your purchase, you may return the item for a refund and place new order.
How do I return my order?
If you´re not fully satisfied with your order, you may return or exchange purchased products within 14 days from the date on which you received them.
The returned products must be returned complete and unused, with all tags and labels intact, in their original packaging. Before sending any returns, contact us by email customercare@silenciosa.cc. We kindly ask you the reason for returning your item. This information will help us continue improving.
Do I need to pay if I want to return my order?
Returns for all items are for free. we will send you the shipping label by email upon request, please contact customercare@silenciosa.cc, and let us know which items you would like to return.
What should I do if my parcel arrived damaged?
If your parcel arrives damaged, we kindly invite you to contact our customer service team customercare@silenciosa.cc. Make sure to take pictures of the parcel received and keep the package for further inspection by our carrier.
What should I do if I receive a faulty item?
If an item received is faulty or was received damaged, please contact our customer service upon the receipt of the item. Any faulty item must be notified within 7 days of receiving the order.
When will I receive the refund for my order?
The refund of your order will be processed within 14 business days upon the receipt of the returned item. Please kindly note that we reserve the right to decline a refund in case your item was not sent in its original condition (worn, damaged, etc.) The refund will be issued directly to the payment method used for the original purchase.