Returns & Refunds
WE DO NOT ACCEPT RETURNS ON ANY ITEMS, ONLY EXCHANGES ON CERTAIN ITEMS.
This policy applies to products purchased from the website www.silviamatei.ro
For all international returns, the customer is liable for the return fee to SILVIA MATEI for all requested credits or exchanges, excluding change of mind. If requesting a new size, there will be an additional shipping charge for the new size to be sent out.
For orders delivered outside of Romania where the product may be faulty or we have not delivered what you ordered, please contact our Customer Service team via email at email@example.com where you will be advised of the return process.
WHAT IS THE PROCESS FOR EXCHANGES?
To exchange your purchase, please fill in the Exchange Form located inside the parcel and send back to us within 14 days of receiving the order.
CAN I GET A FULL REFUND ON RETURNED ITEMS?
We are determined to make your shopping experience hassle free. If you are unhappy with your online purchase for any reason, we will accept an exchange of unworn merchandise returned to our online store within 14 days of the order date, but no refund can be issued.
If you would like to return goods for a full refund then please ensure:
- The product was bought at full price
- The product is not worn
- Retrieve your order number (you will find it on the Silvia Matei order confirmation email).
- The product can be returned in its original Silvia Matei box or packaging.
Note: Items purchased on Sale (discounted price from the full sales price) are not eligible for an exchange or credit note.
We recommend sending return parcels via registered post as Silvia Matei is not liable if your return is not received at our address. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, Silvia Matei will not be held accountable for any losses.
Please follow the instructions on the Exchange Form inside the shoe box to send them back for the size you would like to exchange for.
Customers are responsible for shipping and handling charges for any exchanges of size. Please allow 2 – 4* working days for your order to be dispatched and a further 2 - 3 working days for delivery.
WHAT IF A PRODUCT IS FAULTY OR INCORRECTLY DELIVERED?
We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem.
Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your Order. However, you will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making the return.
All online purchases claimed as faulty will need to be sent back to Silvia Matei for an official assessment by the Silvia Matei product development team. Customers will initially be responsible for shipping and handling charges for any returns of faulty product, however this amount will be refunded to your account once the product has been received. Please ensure you provide a delivery receipt with any charges to ensure your refund can be processed.
WE DO NOT ACCEPT RETURNS FOR DELAYED ORDERS
Our production process depends on many factors that we can not control, like fabrics providers that can slow down our manufacturing time. We will do our best to resolve a situation for a delayed purchase, but we recommend our customers to place an order with a lot of time ahead, if they want products delivered by a specific date, because refunds will not be issued for delays.
HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?
We are unavailable during the Christmas period to make any changes to your order so make sure you double check your details and ensure you've ordered the size intended!
We also unfortunately are unable to offer Express Shipping during sale time. We are doing our best to get all of your orders out as quick as we can!
If you have not received an order confirmation, this may be in your junk mail or delayed. Rest assured we have your order.
The Customer Service team operates on Monday to Friday (excluding public holidays in Romania) from 9.00am until 6.00pm Eastern European Time Zone.
If you are following up on an order you have placed or a return you have sent, please dial +40757065223 and our team will help you locate the order.
or you can also contact us via email at firstname.lastname@example.org