GENERAL:
Orders are dispatched within 5 working days, from Germany and will be delivered via a tracked and signed service. We use DHL delivery service. EU and UK orders will typically arrive within 3-5 working days, while international orders can take up to 5-7 working days to arrive.
During high-demand periods, it may take us a bit longer to dispatch the order, but in this case, we will contact you directly and let you know the estimated date.
DELIVERY COSTS:
UK and EU - FREE standard delivery for orders over €500.
We do not ship to ... (Russia & Belarus)
Please let us know if your order has not arrived within the above-mentioned timeframe by contacting customercare@silkologie.com
TAXES AND DUTIES:
Taxes and duties are included in the purchase price for the majority of countries. Currently we can not fulfil tax clearance for our clients in Ukraine, Kazakhstan, Mongolia, (checking the full list with the carriers)
RETURNS:
Please notify us of your intention to return unused items within 14 days of receiving your order by emailing customercare@silkologie.com to receive your returns authorisation and instructions.
Kindly ensure to return your item with all the tags attached in the original packaging; returns may not be accepted if the tags have been removed, or if the item has been soiled or damaged in any way. We strongly advise that purchases are returned via a tracked and signed service, and the risk and cost of the returns remain with our customers. Please ensure to send back with customs duties and taxes prepaid (DDP) if the goods are being shipped from the non-EU countries. If the customs clearance of the goods is not prepaid we will have to deduct the amount of customs clearance cost from your refund.
REFUNDS:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS:
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@silkologie.com
EXCHANGE:
We only offer an exchange on defective items. Please contact customercare@silkologie.com for further instructions if you think you have received a defective item.
