Frequently Asked Questions (FAQ)

How can I reach your customer service team?

Our customer service team can be contacted anytime via email at support@silvique.co.uk or by phone at +44 20 3996 2934.

You can also send us a message using our Contact Form.

Our support hours run Monday to Friday, from 8:00 AM–6:00 PM GMT.

How fast can you answer my question?

We respond to messages and emails in the order they are received and typically get back to all enquiries within 24 hours.

What countries do you ship to?

At the moment, Silvique ships exclusively within the United Kingdom.

What are your shipping rates?

All Silvique orders come with free shipping—no additional or hidden fees.

How long is the processing time?

After you place your order, processing usually takes 1–2 business days. Our fulfilment centre operates Monday to Friday, excluding public holidays.

Orders placed after 2:00 PM GMT will begin processing on the next business day.

How long is the delivery Times?

Below are the estimated delivery times for all packages:

  • Order cutoff time: 2:00 PM (GMT). Orders placed after this time will be processed the next business day, which may add an extra day to the delivery estimate.
  • Order handling time: 1 to 2 business days (Monday to Friday). Once your order is processed, it will be shipped by one of our trusted carriers.
  • Transit time: 3 to 5 business days (Monday to Friday).
  • Estimated delivery time: 4 to 7 business days.

What payment methods do you accept?

Silvique currently accepts the following payment options:

  • American Express
  • Apple Pay
  • MasterCard
  • Maestro
  • PayPal
  • UnionPay
  • Visa

Can I change my shipping address after the order is placed?

If you need to update your shipping address, please reach out within 24 hours of placing your order by emailing support@silvique.co.uk or calling +44 20 3996 2934. Include your name and order number so we can assist you quickly.

Once an order has been processed or shipped, unfortunately we cannot guarantee address changes.

Which shipping company do you use?

We partner with the following reliable carriers for deliveries within the United Kingdom:

  • Royal Mail
  • DPD
  • UPS
  • FedEx

How can I track my order?

After your order ships, you will receive an email containing your tracking number.

To track your shipment, visit our Track My Order page and enter your code.

Why is my tracking number not working?

Tracking information may take up to 24–48 hours to update. If it hasn’t become active after this window, please contact us and we’ll look into it for you.

I received a damaged item, what should I do?

If your order arrives damaged, contact us right away with your name and order number. We will assist you with the next steps.

How to return my product?

Contact Us: Email our support team at support@silvique.co.uk with your order number and reason for the return.

Pack Your Item: Repack the item securely in its original packaging, including all accessories, tags, and documents.

Send It Back: Drop your package off at the nearest shipping carrier location as per the instructions provided in the return authorization email.

Who will pay for return shipping costs?

Customers are responsible for covering return shipping costs.

Exception: If you received a damaged or incorrect item, we will provide a free return label.

How long is the return period for products?

You may return items within 30 days of receiving your complete order.

How much is the restock fee?

There is no restocking fee for returns.

When will I receive my refund?

After we receive and inspect your return, we’ll notify you of the approval status. Approved refunds are issued to your original payment method within 5 business days. Your bank or card issuer may require additional time to process the refund.

If you haven’t received your refund after this, please check with your bank or card provider. If you still need help, email us at support@silvique.co.uk — we typically reply within 24 hours.

Contact Information:

Store name: Silvique
Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, The Netherlands

Company name: GT Ecom B.V.
Chamber of Commerce number: 82232393
VAT number: NL862386780B01

Email: support@silvique.co.uk
Telephone: +44 20 3996 2934

Customer Service Hours:
Monday to Friday: 9:00 AM – 6:00 PM (GMT)

We will respond to your email within 24 hours (Mon–Fri). Weekend messages will be answered on Monday.