Frequently Asked Questions
Welcome to our FAQ section!
Below you’ll find answers to some of our most common customer questions about ordering, shipping, returns, and more. If you don’t see your question here, feel free to contact us directly.
Ordering & Payments
- How do I place an order?
Placing an order is easy! Simply browse our Shop to find the items you’d like to purchase, select your preferred size or customization option, and click “Add to Cart.” Once you’re ready, proceed to checkout to complete payment. - What payment methods do you accept?
We currently accept all major credit/debit cards, PayPal, and select mobile wallets. For bespoke orders, we also provide bank transfer details upon request. - Can I cancel or modify my order after placing it?
Yes, you can modify or cancel your order within 24 hours of placing it. Please contact us immediately if you need to make changes. - Do you offer discounts or promotions?
We occasionally run seasonal promotions. Sign up for our Newsletter to stay informed about special offers and new collections.
Shipping & Delivery
- Which countries do you ship to?
We currently offer worldwide shipping. At checkout, select your country and you’ll see the available shipping methods. - How long does shipping take?
Delivery times vary by region and shipping method. Standard shipping typically takes 7–14 business days, while express shipping is usually 3–7 business days. Please note that bespoke or custom pieces may require additional time. - Will I receive a tracking number?
Yes. Once your order is shipped, we’ll email you the tracking details so you can monitor your parcel’s journey. - Are customs fees or import taxes included in the shipping cost?
Customs/import fees are not included and vary by country. Any such fees are the buyer’s responsibility.
Returns & Exchanges
- What is your return policy?
We gladly accept returns of unworn, unwashed, and undamaged regular items within 14 days of delivery. Bespoke or customized orders are non-returnable unless faulty. - How do I initiate a return or exchange?
Please contact us with your order details and reason for the return. We’ll provide instructions, including the return shipping address. - Do you offer free returns?
Return shipping costs are the customer’s responsibility unless the product arrived damaged or incorrect. - How long does it take to process a refund?
Once we receive and inspect your returned item, refunds are typically processed within 7–10 business days back to your original payment method.
Sizing & Custom Measurements
- How do I choose the right size?
We have a Sizing Guide with measurement charts for each category. You can also contact us for personalized advice or opt for custom measurements. - What if my garment doesn’t fit?
For standard items, you may request an exchange or alteration within 14 days of delivery. Custom-fitted or bespoke pieces include a fitting stage (if possible) to ensure the perfect fit. - Can I provide my own measurements?
Absolutely. We recommend following our Measurement Instructions or scheduling a virtual consultation to guide you through the process.
Bespoke & Customization
- How do I request a bespoke design?
Visit our Bespoke Experience page for details, then fill out the inquiry form or book a consultation to discuss your vision. - What is your typical turnaround time for bespoke orders?
Bespoke timelines vary by design complexity. Most custom creations take 4–8 weeks from initial consultation to delivery, but we’ll give you an estimate once we finalize the details. - Can I select my own fabric or color?
Yes, we offer fabric and color customization. Browse our curated swatches or propose something specific—our experts are here to guide you. - Do you charge extra for personalization?
Personalization fees depend on the requested changes (fabric choice, embroidery, custom prints, etc.). We’ll provide a detailed quote during consultation.
Product Care & Maintenance
- How should I care for my Silhouette by SL garments?
We recommend following the care label on each garment. In general, delicate fabrics should be Hand Washed or Dry Cleaned Only for best results. - Can I use a washing machine for embroidered pieces?
We advise hand washing or dry cleaning for embellished designs to maintain the quality and longevity of the embroidery. - Any tips for storing luxury wear or bridal pieces?
Store in a cool, dry place, preferably in a garment bag. Keep away from direct sunlight to prevent fabric discoloration.
Still need help?
If your question isn’t answered here, our team is ready to assist!
Head to our “Contact Us” page or “DM us at our Social Media” pages to speak directly with a member of our support team.