Frequently Asked Questions (FAQ)

How fast can you answer my question?

We answer messages and emails in the order we receive them and respond within 24 hours.

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

Our fulfillment team processes orders within 1–2 business days after the order is placed. If you need to make a change, contact us immediately after placing your order at support@silvique.co.uk or call +44 20 3996 2934 with your name and order number. We will make every effort to update your address before the order is shipped.

Please note that we cannot guarantee changes once an order has been processed or dispatched.

How long is the processing time?

After an order is placed, processing typically takes 1–2 business days. Our fulfillment center operates Monday–Friday, excluding public holidays.

Cut-off time for same-day processing is 2:00 PM GMT. Orders placed after this time will be processed on the next business day.

How long is the shipping time?

Once processed, shipping is an estimated 3–5 business days, depending on your location. Our fulfillment center operates Monday–Friday, excluding public holidays.

How long does it take to receive my order?

Total delivery time = processing time + shipping time

Total delivery time is 4–7 business days (including processing and shipping time) from the date you placed your order.

For complete details, please refer to our Shipping Policy.

Which countries do you ship to?

We currently ship only within the United Kingdom.

Which shipping company do you use?

For customers in the United Kingdom, we use Royal Mail.

Will my order come in one package?

Depending on the size of your order, you may receive separate packages that could arrive 1–2 business days apart.

How can I track my order?

Go to our Track My Order page and enter your tracking number to track the status of your order.

Why is my tracking number not working?

Tracking numbers may take up to 24–48 hours to become active. If your tracking number is not updating after this period, contact us and we will check the shipment status for you.

Out of stock / backorder items

If any items are out of stock, we will notify you via email. If they are not expected back in stock within two weeks, we will refund you automatically.

I received a damaged item, what should I do?

If your package did not arrive in perfect condition, please contact us with your name and order number and we will assist you.

What payment methods do you accept?

Silvique currently accepts the following payment methods:

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

Payment methods

Can I return my product?

If you would like to return an item, please follow these steps:

  1. Download and print the Return Form.
  2. Complete the form and include it inside your return package.
  3. Send your return to:
    GT Ecom B.V.
    Betuwehaven 8
    3433 PV Nieuwegein, Utrecht
    The Netherlands
  4. Use a shipping method with Track & Trace.
  5. After posting your return, email the tracking code to support@silvique.co.uk.

Return shipping costs are the customer’s responsibility.

Exception: If you received an incorrect or damaged item, we will provide a free return label and cover the return shipping cost.

Please repackage items securely, preferably using the original packaging. Returns without a completed return form or valid tracking information cannot be accepted.

How long is the return period for products?

We have a 30-day return policy. The 30 days start from the moment you receive your entire order.

For details, please see our Return and Refund Policy.

How much is the restock fee?

We do not charge a restocking fee.

When will I receive my refund?

Once we receive and inspect your return, we will notify you if the refund is approved. If approved, you will be refunded to your original payment method within 5 business days. Your bank or payment provider may take additional time to post the refund.

If you haven’t received your refund yet, please check your bank account and contact your card issuer. If you still haven’t received it, email support@silvique.co.uk — we respond within 24 hours.

Contact

Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, The Netherlands
Email: support@silvique.co.uk
Telephone: +44 20 3996 2934

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

Opening Hours:
Monday–Friday: 8:00 AM–6:00 PM GMT
Saturday–Sunday: Closed
Public Holidays: Closed