exchange & returns
All orders will be sent in recycled packaging with our carbon neutral courier DHL Green. We offer free Standard National & EU wide delivery. Once your order has gone through we will send you an email with your unique tracking number.
Please contact us on firstname.lastname@example.org should you need further information before placing your order.
You will receive an automated confirmation email after your order has been submitted, a second email to confirm the order and a third containing tracking information once your order has shipped. If you do not see these emails in your inbox, please check your junk folder. All of the above emails will be sent to the email address provided on the order.
If you have an account with Silfir, you may also check the order status by logging into your account and clicking the “Order History” tab. We recommend creating an account as it will make things easier when you sent in stuff for repair or recycles services.
Changes to your order
Orders cannot be altered after they have been placed. If you wish to cancel your order please send an email as soon as possible to email@example.com.
If your order has already been dispatched, please follow our normal returns process.
Incorrect or damaged orders
In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please email us as soon as possible at firstname.lastname@example.org to let us know. We ask that you send over photos of the incorrect/damaged merchandise for our reference.
Lost or Stolen Items
If your tracking information shows that your package was delivered, but you have not received it, please contact Customer Service at email@example.com
Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address.
We have let our community decide and 75% of our customers believe that free returns are not sustainable. This is why we let you bare part of the responsibility to buy what you really need and share the cost of exchanging an item. If you send something back to us you’ll have to pay for it but we will cover free shipping for any replacements within the EU. ♡ ♡ ♡
If you live in Berlin we recommend you come and drop off your returns at our studio, that’s really sustainable anyway. If you don’t live in Berlin that might be sad but is not your fault so we allow returns within 14-days of receipt on all unworn items in original packaging.
Again, please note that we do not issue prepaid return shipping labels, and you will be responsible for all return shipping fees unless the item is incorrect or faulty.
Please email customer service at firstname.lastname@example.org if you wish to return a product within 14-days, using the subject ‘Return: (your order number)’.
Then mail your item to:
silfir.com Bartastr.15 12055 Berlin Germany
Returns must be sent with a valid tracking number. Silfir.com does not take responsibility for returns made without tracking number.
On receipt of the product, we will refund the payment method that you paid with.
Goods delivered outside the EU may be subject to customs fees which are the responsibility of the customer. Please contact your local customs department for further information regarding import taxes.
All the best,
Your Silfir Team