At Silhouette Store, we understand that selecting the perfect luxury eyewear is a personal experience. Our policies are designed to provide our discerning international clientele with a seamless shopping experience, from delivery to returns.

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment verification. You will receive a confirmation email with tracking information once your order has been dispatched.

Shipping Methods & Timeframes

We offer two shipping options to cater to your needs:

  • Standard Shipping (£12.95): Delivered via DHL or FedEx with an estimated delivery time of 10-15 business days after dispatch.
  • Free Shipping (Orders over £50): Delivered via EMS with an estimated delivery time of 15-25 business days after dispatch.

Please note that these timeframes are estimates and may vary depending on your location and customs processing. Some remote areas in Asia and other regions may experience longer delivery times or may not be serviceable.

International Considerations

As we ship globally (excluding some Asian and remote regions), customers are responsible for any applicable customs duties, taxes, or import fees imposed by their country’s regulations. These charges are not included in the product or shipping costs.

Returns & Exchanges

We want you to be completely satisfied with your luxury eyewear purchase. If you’re not entirely happy with your order, we’re here to help.

Our Policy

We accept returns and exchanges within 15 days of you receiving your order. To be eligible:

  • Items must be unworn, unaltered, and in original condition
  • All original tags must be attached and protective films intact
  • All original packaging must be included (designer case, cleaning cloth, certificate of authenticity)

Non-Returnable Items

For hygiene reasons, we cannot accept returns or exchanges on:

  • Earrings or items that come into direct contact with the skin if protective seals have been broken
  • Custom-prescription lenses
  • Personalised items (including engraved frames)

These items may only be returned if they are faulty.

The Returns Process

  1. Initiate Your Request: Within 15 days of receipt, contact our customer service team at [email protected] with your order number and item details. We will provide you with a Returns Authorisation (RA) number.
  2. Prepare Your Package: Securely pack the item in its original packaging with all accessories and documentation. 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:
    Silhouette Store Returns
    42 Alfreton Rd
    Nottingham, GB NG4E 3CB
    We strongly recommend using a tracked and insured shipping service, as you are responsible for the item until it arrives at our facility.
  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 upon completion.

Refund Timelines & Methods

Refunds are issued to the original payment method. Please allow these 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 original shipping costs are non-refundable. For exchanges, we will cover the standard shipping cost of the new item to you.

Initiating a Return or Exchange

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

Questions?

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

Thank you for choosing Silhouette Store for your luxury eyewear needs.