Shipping policy
Last updated: [DATE]
At Silken Belle, every order is a personal commitment. We do not mass produce and we do not rush. This policy explains, clearly and in full, what happens from the moment you place your order until it reaches your door, how long each stage takes, and what you can count on from us at every step.
1. Delivery times at a glance
| Destination | Preparation | Transit |
|---|---|---|
| United Kingdom | 1 to 3 business days | 5 to 10 business days |
| Australia | 1 to 3 business days | 6 to 12 business days |
| Canada | 1 to 3 business days | 6 to 12 business days |
| United States | 1 to 3 business days | 6 to 12 business days |
| Mexico | 1 to 3 business days | 6 to 12 business days |
| Spain and the rest of Europe | 1 to 3 business days | 6 to 12 business days |
Preparation takes 24 to 72 business hours. Business days are Monday to Friday, excluding public holidays. Preparation begins once your order is confirmed, and transit time begins once it is dispatched. These are estimates, not guaranteed delivery dates (see section 5).
2. Why we take the time to prepare your order
Silken Belle is produced in limited quantities, never in uncontrolled volume. This allows us to give each unit individual attention. When your order is placed, it is reviewed on its own. We check the product, its presentation and its packaging before it is released for dispatch, so that what reaches you is exactly what we would want to receive ourselves.
Taking this time is a deliberate choice. We would rather your order arrive a little later and exactly as it should be, than quickly and imperfect.
Order cutoff. Orders placed before 14:00 (Central European Time) on a business day begin preparation that same day. Orders placed after 14:00, or on weekends and public holidays, begin preparation on the next business day.
3. Dispatched from the warehouse with your items in stock
We work with several warehouses in different regions of the world. Each order is dispatched from the location that has your items in stock, which keeps delays to a minimum and stock moving efficiently. As a result:
- Items in the same order may be dispatched separately, at no extra shipping cost to you.
- Your order status may show a different point of origin. This has no effect on the quality or authenticity of your order.
4. Tracking your order
Your order number is also your tracking reference. You receive it the moment you place your order, in your confirmation email, and you can check the status of your order at any time on our Order Tracking page.
Your status updates as your order moves from preparation to dispatch and delivery. Updates can pause for several days while a parcel changes carrier or location. This is a normal part of the delivery process and does not mean your parcel is lost. If you have any question about your order status, you can write to us anytime at support@silkenbelle.com.
5. Estimated delivery and maximum waiting period
The delivery times in section 1 are estimates given in good faith, based on carrier performance. They are not a guarantee of a specific date, and time is not of the essence. From time to time, delivery can take longer because of circumstances beyond our control, including:
- Periods of high demand, such as Black Friday, the holiday season and promotional events.
- Carrier capacity, customs clearance, inspections and public holidays.
- Severe weather, natural events, strikes, and other events outside our reasonable control.
Maximum waiting period: 45 business days. Occasionally a parcel is delayed well beyond the estimate, or stops showing updates. If your order has not arrived 45 business days after your order confirmation and there is no delivery update, we take action. We open a claim with the carrier and, once the parcel is confirmed lost or undelivered, we reship your order or refund it in full, at our discretion.
Please allow this period to pass before reporting a parcel as missing, unless your status shows that the parcel was returned or has a problem, in which case write to us right away. A delay within this period is not a failure to deliver, and the period does not run while a parcel is held by customs. By placing an order, you confirm that you have read and accepted the estimated delivery times and this maximum waiting period.
6. Customs, duties and taxes
Customs duties, import taxes, VAT, GST, tariffs, brokerage and handling fees, and any other charges applied by the destination country, the carrier or the customs authority are the sole responsibility of the recipient. Silken Belle is not responsible for these charges. They are not included in our prices, and they are not refundable.
Customs clearance is outside our control. We are not responsible for delays, inspections, holds, seizures or refusals by customs, and the estimated delivery times do not include time spent in customs clearance. A parcel held by customs is not considered lost. If a parcel is refused, or if charges that apply are not paid, the parcel may be returned to us or abandoned. In that case, to the extent permitted by law, the order is not eligible for a refund, and shipping and return costs are not refundable. Please check your local import rules before you order.
7. Shipping address
You are responsible for providing a complete and accurate delivery address, and for confirming it carefully at checkout. We deliver to street addresses, and some carriers cannot deliver to PO boxes or certain remote areas. Please also provide a working phone number and email address, as carriers may need to contact you.
- Before dispatch: write to us immediately with your order number and we will do our best to update the address. This is only possible before the order is dispatched.
- After dispatch: the address can no longer be changed.
- Incorrect, incomplete or inaccessible addresses: Silken Belle is not responsible for delays, loss, non delivery or returned parcels that result from the address provided. If a parcel is returned to us for this reason, or because it was not collected, we can reship it at the customer's cost. Original shipping costs are not refundable.
8. Delivered, but you have not received it
When a carrier marks a parcel as delivered, we hold the proof of delivery provided by that carrier, such as the date, time, location data and, where available, a signature or photo. Once a parcel is delivered, its safekeeping is the responsibility of the customer. If your status says delivered and you cannot find your parcel, please:
- Check around your property and any safe place the carrier may have used, and ask members of your household and your neighbours.
- Allow up to 2 business days, as carriers sometimes mark a parcel as delivered shortly before it arrives.
- Contact the carrier with your order number.
- Write to us at support@silkenbelle.com within 14 days of the delivery status, with your order number. We will review the proof of delivery and work with you toward a solution.
We ask that you contact us first. We respond quickly, and resolving the matter directly with our team is the fastest route to a solution for you.
9. Delivery attempts, pickup points and forwarding services
If a carrier leaves a notice or delivers to a pickup point, you are responsible for collecting your parcel within the time the carrier allows. Parcels that are not collected are returned to us and handled as described in section 7. If you choose to have your order delivered to a freight forwarder, a reshipping service or a third party, delivery to that address is considered complete delivery, and any onward delivery is at your own risk.
10. Damaged, lost or incorrect items
If your order arrives damaged or incorrect, write to us within 14 days of delivery with your order number and clear photos of the product, the packaging and the shipping label. Once verified, we will arrange a replacement or a refund. If a parcel is confirmed lost in transit, we will reship your order or refund it in full, as described in section 5.
11. Order verification and payment disputes
To protect our customers and our community, we may verify certain orders before dispatch, for example to confirm payment or identity. We reserve the right to cancel and refund any order that we reasonably believe to be fraudulent, placed in error, or that we are unable to fulfil.
If you have any concern about an order, please write to us first at support@silkenbelle.com so that we can help you quickly. If a payment dispute is opened, we will provide the payment provider with the records of the transaction, including your order confirmation, status and delivery information, our correspondence, and this policy, which you accepted when you placed your order. We reserve the right to decline future orders from customers who open disputes for orders that were delivered or that comply with this policy.
12. Order changes, cancellations and availability
If you wish to change or cancel your order, write to us as soon as possible. We can cancel free of charge as long as your order has not been dispatched. Once an order has been dispatched, it can no longer be cancelled. If an item in your order becomes unavailable, we will let you know and offer you a refund for that item or a suitable alternative. Returns and refunds are covered in our Refund Policy.
13. Limitation of liability and your rights
To the fullest extent permitted by law, Silken Belle is not liable for delays, losses or damage caused by carriers, customs authorities or events outside our reasonable control, nor for indirect or consequential losses arising from a delay. We may update this policy from time to time, and the version in force when you placed your order applies to that order.
Nothing in this policy limits or excludes your statutory rights under the consumer laws that apply in your country of residence, or any liability that cannot be excluded by law.
14. Contact us
Our team is here to help with any question about your order. Please include your order number in your message.
Email: support@silkenbelle.com
Response time: within 1 to 2 business days
Business name: [LEGAL BUSINESS NAME]
Address: [BUSINESS ADDRESS]
Thank you for trusting Silken Belle with your skin. Good things are made with care, and care takes time.