Shipping policy

📦 Shipping & Delivery Policy

At Sillaura London, we want to ensure your order reaches you promptly and in perfect condition.

Order Processing:
All orders are processed within 48 hours of purchase (excluding weekends and public holidays). Once your order is processed, you’ll receive a dispatch confirmation email with tracking information.

Shipping Timeframes:

  • UK Standard Shipping: 2–4 business days
  • UK Express Shipping: 1–2 business days

Please note: Delivery times begin once your order has been accepted and dispatched. In rare cases, delivery to remote areas may take longer. We work closely with trusted couriers to minimize any delays.

International Orders:
We currently do not ship internationally. For special requests, please contact us directly.

Important:
Occasionally, additional checks with your payment provider may be required before dispatch. We aim to keep any delays to a minimum.

Returns & Refund Policy

Due to the nature of our products, we maintain a strict policy for hygiene and safety reasons.

✅ When Returns Are Accepted:

  • We only accept returns if:
  • The item is damaged during delivery
  • You received the wrong product

If your order qualifies, please contact us within 48 hours of delivery at sillauralondon@gmail.com. Be sure to include:

  • Your order number
  • A clear photo of the item(s)
  • A brief explanation of the issue

We’ll review your case and issue a replacement or full refund where appropriate.

❌ When Returns Are Not Accepted:

  • If 20 days have passed since your purchase
  • If the product has been opened or used
  • If the item is a sale item
  • If the product was purchased by mistake

Returned items must be unused, unopened, and in their original packaging with proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you via email of your refund status.

  • If approved, your refund will be processed back to your original payment method.
  • Refund timelines may vary depending on your bank or card provider.

If your refund is delayed:

  1. Re-check your bank account
  2. Contact your card company
  3. Contact your bank

If you've done all of the above and still haven’t received your refund, please email us at sillauralondon@gmail.com.

Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, contact us at sillauralondon@gmail.com and follow the return instructions provided in your delivery package.

Return Shipping

To return an approved product:

  • Follow the instructions included with your order
  • Use a tracked shipping service if the item is valued over £75
  • We are not responsible for return parcels lost in transit

Need Help?

If you have any questions about shipping, returns, or your order, contact us at:
📧 sillauralondon@gmail.com