SHIPPING POLICY

Last Updated: 1 Dec 2024

1. Introduction

Welcome to Silhouette by SL (“Company,” “we,” “us,” or “our”). This Shipping Policy explains how we process and deliver orders placed through our website www.silhouettebysl.com (“Site”) and any related services (collectively, the “Services”). By placing an order with us, you agree to the terms outlined below, as well as our Terms & Conditions and Privacy Policy.

2. Order Processing

2.1 Order Confirmation

  • After placing an order, you will receive an order acknowledgment email. This email confirms we have received your order but does not guarantee acceptance or availability of the product(s).
  • Once we verify product availability, payment information, and shipping details, we will send a separate order confirmation email.

2.2 Processing Time

  • Most ready-to-wear items are processed and shipped within 7-10 business days after order confirmation, excluding weekends and holidays.
  • Custom or bespoke items may require additional processing time. Estimated timelines for such items are indicated in product descriptions or confirmed via email.

2.3 Order Verification

  • We reserve the right to contact you for verification purposes before shipping if we detect suspicious or potentially fraudulent activity.
  • If we are unable to contact you successfully, we may cancel the order and issue a refund.

3. Shipping Destinations & Restrictions

3.1 Global Coverage

  • We offer worldwide shipping, subject to carrier availability and local import regulations. Some regions may have limited service.

3.2 Restricted Destinations

  • In rare cases, we may be unable to ship to certain countries or regions due to legal restrictions, carrier limitations, or heightened risk of lost/stolen packages. If an order is placed from a restricted location, we will notify you and issue a full refund.

3.3 P.O. Boxes & APO/FPO Addresses

  • Some carriers do not deliver to P.O. Boxes, APO, or FPO addresses. If your address falls under these categories, please contact us at hello@silhouettebysl.com to discuss available shipping options.

4. Shipping Methods & Fees

4.1 Available Carriers & Methods

  • We partner with reputable global carriers such as TCS, Leopard, DHL, FedEx, UPS, USPS, etc. (subject to your location). At checkout, you can select from available shipping methods (e.g., standard, express).

4.2 Shipping Costs

  • Shipping fees are calculated during checkout based on order weight, destination, and selected shipping method.
  • Occasionally, we may offer free or discounted shipping promotions. Such promotions will be clearly indicated on our Site.

4.3 Custom & Bespoke Orders

  • Shipping fees for custom or bespoke items may vary if products require special handling or packaging. Any such additional fees will be communicated prior to order confirmation.

5. Delivery Times

5.1 Estimated Delivery Window

  • Standard shipping typically arrives within 3-5 business days from the date of shipment, while express shipping usually arrives within 2-3 business days.
  • These are estimates and are not guaranteed. Delivery delays may occur due to customs inspections, carrier issues, weather, or other factors beyond our control.

5.2 Tracking Your Order

  • Once your order is shipped, you will receive an email with tracking information (if available) so you can follow your package’s progress.
  • Please allow up to 24–48 hours for the tracking link to activate.

5.3 Custom & Bespoke Timelines

  • Delivery times for custom or bespoke pieces include both production and shipping durations. We will provide a separate delivery estimate once the design and production details are finalized.

6. Taxes, Duties & Customs Fees

6.1 Import Duties & Taxes

  • Depending on your country’s laws, you may be required to pay import duties, customs fees, or taxes (e.g., VAT, GST) upon receiving your order.
  • These fees are not included in the product or shipping prices displayed on our Site. Any such charges must be paid by you upon delivery.

6.2 Customs Clearance

  • Customs regulations vary by country. You are responsible for compliance with your local laws regarding import of our products.
  • We are not liable for any delays, losses, or additional costs incurred due to customs clearance procedures.

7. Missing, Lost, or Damaged Shipments

7.1 Missing or Lost Packages

  • If your tracking information indicates delivery but you cannot locate your package, please check with neighbors or building managers. If it remains missing, contact us at hello@silhouettebysl.com within 2 days of the indicated delivery date.
  • We will work with the carrier to locate the package or file a claim. Resolution may include refunding or reshipping the item, depending on the outcome of the investigation.

7.2 Damaged in Transit

  • Please inspect your order upon delivery. If you notice damage to the packaging or products, do not discard the damaged packaging. Take photos and contact us immediately.
  • We will assist with filing a claim with the carrier and arranging product replacements or refunds as appropriate.

8. Address Accuracy & Changes

8.1 Address Accuracy

  • You are responsible for providing a complete and accurate shipping address.
  • We are not liable for orders shipped to incorrect addresses if the address provided was inaccurate or incomplete.

8.2 Address Changes

  • If you need to modify your shipping address after placing an order, please contact us immediately at hello@silhouettebysl.com. We will attempt to update your address, but if the order has already been shipped, we cannot reroute it.

9. Cancellation Policy

9.1 Order Cancellations

  • You may cancel your order within 24 hours of purchase if the item has not yet been shipped or produced (for custom items). Please email hello@silhouettebysl.com with your order details.
  • We reserve the right to refuse or cancel an order if payment is not authorized, or if the item(s) are unavailable.

9.2 Bespoke Orders

  • Custom or bespoke orders may be non-cancellable once production has commenced. Any exceptions or fees will be communicated at the time of order placement.

10. Contact Us

If you have any questions or concerns regarding this Shipping Policy or need assistance with your order, please reach out:

Silhouette by SL
Email: hello@silhouettebysl.com

11. Policy Updates

We may update this Shipping Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. When we do, we will revise the “Last Updated” date at the top of this page. Your continued use of our Site after such changes indicates your acceptance of the updated Policy.