SHIPPING & DELIVERY
Free shipping on all orders above £50 within the UK.
Shipping rate for Rainbow Collection is £20
In the event that a non-delivery occurs on account of a mistake by the customer (i.e. wrong name, address, or contact number) any extra cost towards re-delivery shall be borne by the customer.
All orders are shipped on the same business day by 1-2 pm. Shipping days are calculated as orders placed before 12 pm on working days.
UK
|
Service |
Transit time |
Cost |
| Standard |
DHL |
2 days |
Free |
| Express |
DHL Express |
1 day |
£5 / Free over £100 |
Europe
|
Service |
Transit time |
Cost |
| Standard |
Postal / DHL |
3–9 days |
£35 Free over £100 |
| Express |
DHL Express |
1–2 days |
£40 |
US & Canada
|
Service |
Transit time |
Cost |
| Express |
DHL Express |
1–3 days |
£40 |
International
|
Service |
Transit time |
Cost |
| Standard |
DHL |
6–14 days |
£25 |
| Express |
DHL Express |
2–5 days |
£40 |
*At Silviano we do our best to deliver within the stated time, however please note that Silviano cannot be held responsible for any delays caused by the customs clearance of the destination country.
We will not be able to reimburse expedited shipping costs for packages that miss the estimated delivery date, nor do we refund shipping costs for returned items. Refused deliveries will incur a cost of the original delivery plus the return cost. Any refund made will be minus the total delivery and return cost in the case of refused deliveries.
If you have any questions about shipping or delivery, please contact info@houseofsilviano.com
TAXES & DUTIES
--
UK
All prices are inclusive of VAT.
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Europe & International
Customers need to cover any ingoing customs or taxes costs should any be incurred when shipping to your destination.
For several destinations, the prices already include taxes and duties. This will be stated at checkout.
RETURNS & EXCHANGES
If you're not satisfied with your purchase, you can return/exchange your item(s) for a full refund within 30 days of receiving your order.
Returns must be unused, in the state you received them, and in the original packaging with all the original tags still attached.
To process a refund, please contact us info@houseofsilviano.com with your order number and return reason.Any returned items received by Silviano without prior notification and approval cannot be processed. Therefore, please always give us prior notice and wait for our approval so that we can help you out efficiently.
If there is something wrong with your product please contact us straight away to resolve the issue.
*Tech products i.e. Powerbank and Bluetooth tracking Device will not be exchanged or returned once the seal is broken/packaging is opened.
--
UK
Customers are responsible for returning the package to the address mentioned at the bottom of the invoice, and the cost of the return shipping is not covered by Silviano.
Europe & International
Customers outside the United Kingdom are responsible for returning the package to the address mentioned at the bottom of the invoice, and the cost of the return shipping is not covered by Silviano.
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CANCELLATION
After having placed their order, customers may cancel their order only if the order has not been dispatched yet. We do not accept any cancellation on orders after the product has been dispatched from our warehouse.
In case of cancellation, there is an option of credit refund of the purchase amount, but you may exchange it for another product(s) of the same or higher value by paying the remainder.
You may also opt for store credit to be added to your account against the returned order, which you can use to shop online, within the duration of validity of the store credit.
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ADDITIONAL NOTES
All our international deliveries are handled by DHL.
We reserve the right to refuse an exchange or refund if goods are not returned in a re-sellable condition.
Allow up to seven days for your return/exchange to be processed. This may be delayed during busy periods.
International customs duties and sales taxes are not refunded for shipments outside the EU Refund terms are subject to change under exceptional circumstances and at the discretion of the company.
All our products are made of 100% Genuine leather. Slight variations in grain, structure or shade, should be viewed as the natural beauty of the product and will not be viewed as defects.
REFUND POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@houseofsilviano.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@houseofsilviano.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
WARRANTY
Each piece at Silviano has been beautifully handcrafted and worked on by our master artisans. Our R&D team has spent several months searching for the correct raw materials from all over the world to ensure the highest quality of materials are used to make your bag.
This is why we are sure that you will absolutely love your Silviano products, and we are confident that they will last you for a long, long time. However, just for your peace of mind, we are happy to offer a one-year warranty covering manufacturers’ defects, from your date of purchase.
In the extremely unlikely event that you notice something that doesn’t look quite right in the workmanship of your product as a result of the manufacturing process, please email us at info@houseofsilviano.com
Please note:
- The warranty does not cover any damages including, but not limited to: misuse, negligence, normal wear and tear, change of mind, overstuffed wallets/products, deformed products by misuse, accidents, exposure to extreme conditions, change of color, spill or stains on products or malicious damage.
- It is at the discretion of your dedicated Silviano Customer Care agent to determine whether your product can be replaced.
- In any event, we reserve the right to inspect the item and make a fair judgment as to whether the fault is covered by our warranty.
We reserve the right to offer a repair, an exchange for the same item (or a “like-for-like” item if the same isn’t available), or a full refund.
