Refund policy

Returns

You can return any unused piece within 14 days of delivery.

To start a return, email us at info@siluet.co with your order number. We will reply with the return address and what to include.

Pieces must come back unused, in their original packaging, with everything that came in the box: fixings, instructions and the authenticity card.

What cannot be returned

Engraved and personalised pieces are made for you alone, so we cannot take them back unless they arrive damaged or wrong.

Sale items are final sale, except where your local law gives you the right to return them.

Who pays for what

You pay for return shipping. Please use a tracked and insured service, as the piece is your responsibility until it reaches our studio.

We refund the price of the piece. The delivery charge you paid at checkout is not refunded.

Import duties and taxes are not refunded by us. This includes duties paid at checkout and duties paid on delivery.

If we are charged import duties or taxes when your return arrives in Dubai, we deduct them from your refund.

If you live in the UK or EU

You have a legal right to cancel within 14 days of delivery. If you cancel the whole order in that time, we also refund the standard delivery charge you paid. Return shipping is still yours to cover.

Damaged or wrong pieces

If your piece arrives damaged or is not what you ordered, email us within 48 hours of delivery with photos of the piece and the box.

We will send you a replacement at no cost, including shipping. If we cannot replace it, we will refund you in full.

Refunds

We refund to your original payment method within 3 working days of receiving your return. Your bank may take up to 10 working days to show it.

Refunds are made in the currency you paid in, so the amount may differ slightly because of exchange rates.

Our address

Your order is sold by Siluet Group LLC, Park Avenue South, PMB 40432, New York NY 10003, United States. It is made and shipped by Siluet Handicraft Workshops LLC, Street 4, Warehouse 2, Al Quoz Industrial Area 4, Dubai, United Arab Emirates. Returns go to our Dubai studio.

This policy does not affect your statutory rights.