FAQs

Your Questions, Answered

How do I change or cancel my order?
To modify or cancel your order, contact us at support@sillvela.com within 12 hours of receiving your order confirmation. After this window, changes or cancellations are not possible, as production may have started. Orders already packed or shipped cannot be altered.

What payment methods do you accept?
We accept major credit cards: Visa, Mastercard, and American Express. We do not accept personal checks, money orders, direct bank transfers, debit cards, or cash on delivery.

Can I change my shipping address after placing an order?
Yes, if you contact us at support@sillvela.com within 12 hours of placing your order. We’ll confirm if the change is possible. Once the order is processed or shipped (after 2-5 business days), the shipping address cannot be updated. Please ensure your address is correct at checkout to avoid delays.

When will I get my tracking number?
A tracking number is typically generated within 5-7 business days after your order is processed. You’ll receive it via email once your order ships. If you haven’t received it after 7 business days, or if tracking shows “not available” after 2-3 days, email us at support@sillvela.com.

How do I track my order?
• Visit the “Track Your Order” link at the bottom of our website.
• Enter your tracking number to check the status.
Allow 5-7 days for initial updates from the carrier.

How long does delivery take?
• Processing Time: 2-5 business days for your made-to-order activewear.
• Delivery Time (after processing):
o United States: 3-6 business days
o International: 20-25 business days
• Note: Customs delays or holiday seasons may extend delivery by 10-15 days. We’re unable to control these factors, so these are estimated times only.

How do I return an item?
If you’re not satisfied, contact us at support@sillvela.com within 30 days of receiving your order. Include your order number and reason for return. Your item must be unused, unworn, with tags, and in original packaging. See our Refund and Returns Policy for full details, including non-returnable items like custom products or sale items.

Will I be charged customs fees or taxes?
Prices on our site are in USD and exclude taxes or duties. You may need to pay import taxes or customs fees when your order reaches its destination, as determined by your local customs office. These costs are your responsibility. Contact your local customs office for details.

Do you offer expedited shipping?
Currently, we’ve paused express shipping options. All orders follow our standard shipping times (see above).

When will I receive my refund?
Refunds are processed within 3 business days of us receiving and approving your return. Funds will be credited to your original payment method. Bank or credit card processing may take additional time. If you don’t see your refund after 15 business days, email us at support@sillvela.com.

Why hasn’t my tracking status updated?
Tracking may not update immediately due to:
• Delays in carrier scanning (allow 5-7 days for initial updates).
• Packages not being scanned until they reach a regional hub.
• Limited updates during transit between countries.
Most orders arrive within 15-25 business days regardless of tracking availability. If there’s no update for over 10 days, contact us at support@sillvela.com.