Shipping policy

SILVEIL ships modern self-care tools from our fulfillment partners in Mainland China and, where available, other regional facilities. This Policy explains our order processing, delivery estimates, tracking, duties, and procedures for delayed or damaged packages.

Order Processing

In-stock orders are generally processed within 1–3 business days, excluding weekends and public holidays. Processing time is separate from delivery time.

During product launches, holidays, or periods of unusually high demand, processing may take longer. If an item is made to order, personalized, or on preorder, the product page will show a separate production estimate.

Once an order has entered fulfillment, we may not be able to change or cancel it. If you need to request a change, email hellosilveil as soon as possible. We cannot guarantee that changes can be made after an order is placed.

Estimated Delivery Times

The following estimates begin after your order has been dispatched:

Destination	Estimated delivery time
United States	7–15 business days
Canada	8–18 business days
United Kingdom	7–15 business days
European Union	8–18 business days
Australia and New Zealand	8–18 business days
Other supported destinations	10–25 business days

These are good-faith estimates, not guaranteed delivery dates. Customs inspection, local carrier delays, severe weather, holidays, remote-area delivery, and other events outside our reasonable control may affect delivery.

Available destinations, shipping methods, and fees are shown at checkout. We may be unable to ship to certain countries, territories, P.O. boxes, military addresses, or remote regions.

Tracking

When your order ships, we will send tracking information to the email address or telephone number provided at checkout. Tracking may take 2–5 business days to show its first carrier update while a parcel moves between international logistics partners.

Orders may be transferred to a local carrier for final-mile delivery. In that case, the original tracking page may display the local tracking number once it becomes available.

Customs, Duties, and Taxes

Import duties, taxes, customs charges, or brokerage fees may apply to international orders. Unless checkout expressly states that these charges are prepaid or included, they are the responsibility of the recipient.

SILVEIL does not control customs assessments and cannot predict their amount. A refusal to pay applicable import charges may cause the parcel to be returned or abandoned. If a refused parcel is returned to us, any refund will be reduced by non-refundable outbound shipping, return shipping, duties, taxes, or carrier charges, to the extent permitted by law.

Address Accuracy

Please review your shipping address carefully before placing an order. Customers are responsible for providing a complete and accurate address, including apartment or unit numbers.

If a package is returned because an address was incorrect, incomplete, or undeliverable, we may offer reshipment after the customer pays the new shipping charge. Original shipping charges are non-refundable.

Delayed or Lost Packages

International tracking can occasionally pause between scans. If your order has not arrived by the end of the estimated delivery window, please:

check the tracking page and delivery address;
check with household members, neighbors, building reception, and the local carrier; and
email hellosilveil@gmail.com with your order number.

Please report a package that appears lost within 30 days after the last estimated delivery date. Claims submitted after this period may not be eligible for replacement or refund because carriers may no longer accept an investigation.

If tracking shows “delivered” but you cannot locate the parcel, please wait 2 business days and complete the checks above before contacting us. A delivery scan does not automatically establish that SILVEIL or the carrier is at fault, but we will help request an investigation where available.

Damaged Packages or Incorrect Items

If your order arrives damaged, defective, or incorrect, email [CUSTOMER CARE EMAIL] within 7 calendar days of delivery. Include:

your order number;
a brief description of the issue;
clear photographs of the product, inner packaging, shipping label, and outer parcel; and
an unboxing video, if available.

Please keep the product and all packaging until we confirm that the claim is complete. Once verified, we may provide a replacement, refund, or other appropriate remedy at no additional product cost.

Split Shipments

Items in the same order may ship separately. If this happens, you will receive separate tracking information where available. You will not be charged additional shipping solely because we divide an order into multiple parcels.