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 shipping cost and a shipping label.

Pieces must come back unused and in resale condition, in their original packaging, with all included hardware, instructions and information cards.

What cannot be returned

Custom items 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.

Return shipping is at your cost. We send you the shipping label, and once your piece arrives back with us we refund your order minus the return shipping cost.

The delivery charge you paid at checkout is not refunded.

Import duties, taxes and tariffs are not refundable by us, because we never receive them. They are paid to your country's authorities, whether at checkout or on delivery. Please contact your local customs authority to claim them back.

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

Buy 3, pay for 2 orders

Offer orders are refunded at the price you paid. To return an offer order, all three pieces need to come back together. Shipping to extra addresses is not refundable unless the mistake is ours.

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 workshop.

This policy does not affect your statutory rights.