Frequently Asked Questions
Can I cancel my order after I've made a purchase on the website? - You can.
We allow cancellations and order changes within 24 hours of placing your order.
If you request an order cancellation within 24 hours, we will refund the full amount of your order.
If more than 24 hours have passed, we may be unable to cancel or change the order because processing and fulfillment may already have begun. Approved refunds are normally issued within 72 hours.
How do I return or exchange an item? - Our Guarantee.
Our return policy lasts 30 days, beginning on the date your package is delivered.
We accept returns of unused and undamaged items within 30 days. Returned products should include their original accessories and packaging whenever possible.
Before returning an item, contact our support team so we can provide the correct instructions and assist you with the process.
To begin a return, contact us at support@silvienne.com and our team will respond within 24 hours.
What types of payment do you accept? - All Standard Payments.
We accept major payment methods available through Shopify Checkout, including Visa, Mastercard, American Express, PayPal and other supported digital payment options.
What are your shipping options? - Standard Shipping.
We currently provide standard tracked shipping. Most orders require up to 2 business days for processing, followed by an estimated delivery time of 5 to 14 business days.
Delivery estimates may vary depending on the destination, customs processing, inventory availability and carrier conditions.
What if the item I ordered arrives broken or damaged?
We carefully package every order, but damage can occasionally happen during transit.
If your item arrives damaged, defective or incomplete, contact us within 7 days of delivery. Include your order number and clear photos or videos showing the issue so our team can review the case and arrange the appropriate solution.
Report a damaged item by emailing support@silvienne.com within 7 days of delivery.
Where do you ship from?
Silvienne orders are fulfilled through carefully selected partner facilities. The dispatch location may vary depending on inventory availability and the customer's destination.
Every order is packaged and prepared to help ensure it arrives safely and in good condition, regardless of the fulfillment location.