FAQ

Do you ship to my country?
At the moment, we only ship to Sweden, Norway, Germany and the UK. If you live outside any of these countries, please visit your local retailers

How can I find out the cost of delivery?
Our shipping is fixed flatrate shipping $6 that will be added to the total value in the checkout. The shipping cost is also visible in your cart in the top right corner when you are shopping online and on the Checkout page. Shipping is free if you order for $100 or more.

What shipping alternatives do you offer?
We always offer home delivery via UPS.

When do I receive my order?
We dispatch all orders in 2-4 days on working days. Orders are not shipped on the weekends or holidays.

My order is missing. What to do?
Contact info@silva-canada.com and we will sort it out for you.

Some products are missing from my order. What to do?
If there is something missing from your order, contact info@silva-canada.com

I did not receive an order confirmation?
Once you place an order in our webshop, you will receive a confirmation email with order details. If not, please check your junk mail asap or contact us.

What are the accepted payment methods?
We accept online payment through Shopify Pay and Klarna.

When do I pay for my order?
When you pay by with credit card the total amount will be reserved on your account immediately when the order is placed. The money is then charged when your order is shipped from our warehouse. You will receive a confirmation containing a receipt of the purchase.

I was charged twice for my order. What to do?
If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card. Please only click the “Confirm” button once to avoid multiple authorizations.

Returning products while using invoicing via Klarna
If you wish to pause your invoice while processing the return, this is done in Klarna. Log in to your Klarna account and go to the current purchase – click on “Report Return”. Then your invoice is paused and does not have to be paid while the return is being processed. Once we have received the return and registered it, you will receive an updated invoice from Klarna.

What can I do if I have any other problems regarding payment?
Please contact Klarna.

Is it safe to buy products on Silva’s web shop?
Payment can easily and safely be made through Klarna. All information is sent encrypted to ensure total security of any sensitive information. We apply no credit card fees and accept Visa and Mastercard.

What is your returns policy?
If you live within the EU and are not fully satisfied with your product you always have the possibility to return your item within 30 days after you have received the item. You will receive a full refund for the item, excluding the return cost for the item. We’ll give you a full refund within 30 days by the same method you used to pay, and all we ask is that products are returned unused in original box and with all of their tags on so that we can sell them again. We will send you a return form with your order. If you accidentally did not receive one or lost it, you can download it via this link or fill it out through the digital form. We will confirm your returns by email.

How long does it take to process a return?
We process changes and returns within 30 days of receiving them.

How do I know that you have received my return?
We will always try to handle your return as fast as possible. We will send you and email once your return has been processed and if we need any additional information from you. You are always welcome to email us or give us a call to check on the status of your return.

Some pieces are missing from my order. What to do?
If pieces are missing from your order, contact our customer service and specify which products.

I received the wrong items. What to do?
If you have received the wrong items, contact our customer service and specify which products. Return the faulty items through our returns form. You will receive the correct items without additional costs for return and/or shipping.

Do I need an account to place an order?
No, you do not need to register to place an order, but you need to provide a valid email address and contact details in the checkout process.

Did my order go through?
An order confirmation is sent to your email immediately after the order is placed. Check your inbox and junk mail. If it is missing, chances are that your order did not go through correctly. Please contact our customer service and we’ll sort it out!

How do I use a voucher code?
If you’ve received a voucher code for the online shop or using a promo campaign, it is filled in it the checkout process of your purchase. Simply write the code in the field in the checkout, and the total amount in your order will recalculate. It will be clearly stated what amount the voucher is before you continue to the payment step.

Can I make changes to my order?
We start working on your order as soon as it is placed, so there is a very limited time-frame in which you can amend or cancel it. So, if you would like to make any changes, please contact the Customer Service team as soon as possible by phone or email. If your order has already been dispatched from our warehouse before you can cancel or change it by returning it to us for a refund when you receive it and place a new order.

Can I add items to my order?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us.

When do I receive my order?
We dispatch all orders in 2-4 days on working days. Orders are not shipped on the weekends or holidays.

My order is missing.
Contact info@silva-canada.com and we will sort it out for you.

I did not receive an order confirmation.
As soon as your order is placed, an order confirmation goes to the email address you entered in the checkout. If it is missing, double check your spam folder and add info@silva-canada.com to your contact book for future purchases. If it’s still missing, chances are there was something wrong with the order. Contact our customer service team and we’ll sort it out for you.

Some pieces are missing from my order.
If pieces are missing from your order, contact info@silva-canada.com

Do you offer free shipping?
We sometimes offer free shipping on online orders. This will be clearly stated before the payment process.

I can’t find the style, color or size I’m looking for?
The colors and sizes available in the online shop reflect what we currently have in stock. Contact info@silva-canada.com if you have questions about specific products.

How often do you re-stock products online?
Most often, we do not re-stock sold out items and what is available online reflects what we currently have in stock.

How do I find the right size?
There is a size chart on each product page that comes in multiple sizes. If you still need assistance, don’t hesitate to contact us.

Where is my closest retailer?
Send an email to info@silva-canada.com and we will try to help you find a retailer.