Refund policy

Last Updated: August 13, 2026

Business Name: Silvella

Business Address: 60 Rue des Abeilles, 13340 Rognac, France

Contact: hello@silvella.shop

Phone: +33 66499648

Website: silvella.shop

This policy complies with the French Consumer Code and the EU Consumer Rights Directive. Your statutory consumer rights cannot be restricted or revoked by our store terms.

1. Statutory 14-Day Cooling-off Period

You have the legal right to cancel your online order within 14 calendar days starting from the day you receive your parcel, without giving any reason.

  • Submit your cancellation request to hello@silvella.shop.
  • After sending your withdrawal notice, you have another 14 days to send back all items.
  • We will refund the original standard delivery fees within 14 working days after receiving the returned goods or valid proof of shipment.
  • Fees for expedited delivery services are non-refundable.

2. Return Eligibility Requirements

Items must meet all conditions to be accepted for return:

  • Unworn, unwashed, free from stains, perfume residue or makeup marks
  • All original labels, tags and complete packaging kept intact and attached
  • No cutting, sewing alterations or custom modifications made to the garment

Products excluded from the cooling-off return right:

  • Customised and personalised embroidered clothing
  • Opened or worn intimate apparel (hygiene protection)
  • Items clearly marked Final Sale on product pages

3. Damaged, Defective or Incorrect Goods

If you receive faulty, damaged, wrong-sized or incorrect items:

  • Contact hello@silvella.shop within 48 hours upon delivery. Please include your order number and clear photos showing the problem.
  • We cover all return shipping costs and offer free replacement, full refund or store credit according to your preference, in accordance with French consumer legislation.

4. Responsibility for Return Shipping Fees

  • Returns due to change of mind: The customer bears all return delivery costs.
  • Damaged, defective or wrongly delivered items caused by Silvella: We cover all return shipping charges.

We recommend sending returns via tracked delivery and retaining your shipping receipt until your refund is fully processed.

5. Refund Processing Timeline

Once we receive, inspect and verify your returned items:

  • Refunds will be issued to your original payment method within 7–14 working days.
  • Bank processing delays are beyond our control and may postpone the arrival of funds in your account.

6. Return Support Contact

Email: hello@silvella.shop

Phone: +33 66499648

Address: 60 Rue des Abeilles, 13340 Rognac, France