At Silhouette Store, we are committed to ensuring your complete satisfaction with our curated collection of luxury eyewear. We understand that finding the perfect frame is a personal journey, which is why we offer a thoughtful returns and exchange policy for our discerning international clientele.

Our Policy

We accept returns and exchanges within 15 days of you receiving your order. To be eligible for a return or exchange, your item must be unworn, unaltered, and in its original condition with all tags attached and protective films intact. All original packaging, including the designer case, cleaning cloth, and certificate of authenticity, must be included.

Please Note: For hygiene reasons, we cannot accept returns or exchanges on any earrings or items that come into direct contact with the skin if the protective seals have been broken. All sales of custom-prescription lenses and personalised items (including engraved frames) are final and cannot be returned or exchanged unless faulty.

The Returns & Exchange Process

  1. Initiate Your Request: Within 15 days of receipt, please contact our customer service team at [email protected] with your order number and details of the item you wish to return or exchange. We will guide you through the process and provide you with a Returns Authorisation (RA) number.
  2. Prepare Your Package: Securely pack the item in its original packaging, including all accessories and documentation. Please include a copy of your order confirmation or a note with your RA number and order details.
  3. Ship Your Return: Send the package to our returns centre at the address below. We strongly recommend using a tracked and insured shipping service, as you are responsible for the item until it arrives back with us.

    Returns Address:
    Silhouette Store Returns
    42 Alfreton Rd
    Nottingham, GB NG4E 3CB
  4. Inspection & Processing: Once received, our quality team will inspect the item. Upon approval, we will process your exchange or refund within 5 business days. You will receive an email notification once this is complete.

Refund Timelines & Methods

Refunds will be issued to the original payment method used for the purchase. Please allow the following timeframes for the refund to appear in your account:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing.
  • PayPal: 3-5 business days after processing.

Please note that shipping costs are non-refundable. For exchanges, we will cover the standard shipping cost of the new item to you.

Initiate a Return or Exchange

To begin the process, please email us using the template below:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Silhouette Store Customer Service, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Product Name: [e.g., Alexander McQueen Cat Eye Frame] Reason for Return/Exchange: [Please provide details] Please advise on the next steps and provide me with a Returns Authorisation number. Kind regards, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Questions?

Our dedicated customer service team is here to assist you with any queries regarding your return or exchange. Contact us at [email protected], and we will respond within 24 hours.