This shipping policy applies to orders placed on the website www.sillkee.com.
By placing an order on our site, you agree to the shipping conditions described below.

1. Shipping zones

We ship worldwide 🌍

The exact list of available countries is updated at checkout.
If your country does not appear, you can contact us at contact@sillkeepro.com to check if shipping is possible.

2. Order processing

Orders are generally processed within [24–48 business hours] after payment has been confirmed.

Once your order has been shipped, you will receive a confirmation email with a tracking number, where available.

3. Estimated delivery times

The delivery times below are indicative and calculated from the date of shipment:

• 🇦🇪 United Arab Emirates: around [1 to 3 business days]
• 🇪🇺 Europe / EU: around [5 to 10 business days]
• 🇬🇧 United Kingdom: around [3 to 7 business days]
• 🇨🇭 Switzerland: around [5 to 10 business days]
• 🇺🇸 / 🇨🇦 United States / Canada: around [7 to 14 business days]
• 🌍 Rest of the world: around [7 to 21 business days], depending on the destination

These timeframes are indicative and may vary depending on:

• the carrier
• the time of year (holidays, promotions, peak periods)
• customs checks in the destination country

We cannot be held responsible for delays beyond our control.

4. Shipping fees

Shipping fees are calculated automatically at checkout, based on:

• the destination country
• the shipping method selected (when multiple options are available)
• the weight and/or volume of the parcel

The exact shipping cost is displayed before you confirm your order.

Promotions such as “free shipping from [X € / X AED / X $]” may be offered and will be clearly indicated on the website and/or at checkout.

5. Customs, duties and import fees

For any delivery outside the country of dispatch, taxes, customs duties or import fees may be applied by the local authorities in the destination country.

• These potential fees are payable by the customer and are not included in the prices displayed on our site (products + shipping).
• Customs rules vary from country to country: it is the customer’s responsibility to check with the relevant local authorities.

By placing an order, you agree to be considered as the official importer of the product in your country and to comply with all applicable laws and regulations.

We cannot be held responsible for:

• customs holds or blocks
• delays related to customs inspections
• any additional fees charged by local authorities.

6. Accuracy of the shipping address

The customer is responsible for the accuracy and completeness of the information provided when placing the order, including:

• first name / last name
• full address (number, street, postal code, city, country)
• phone number
• email address

In the event of an address error, incomplete information, or delivery difficulties due to incorrect details:

• We cannot be held responsible for a failed or delayed delivery.
• If the parcel is returned to us, reshipment costs may be charged to the customer.

7. Parcels not received, lost or damaged

a) Parcel marked as delivered but not received

If the tracking status shows “delivered” but you have not received your parcel:

1. Check with people around you (reception, neighbours, building security, local post office, etc.).
2. Contact the carrier using your tracking number.
3. If the parcel is still not found, please contact us at contact@sillkeepro.com and include your order number.

We will open an investigation with the carrier if necessary. The outcome and any possible solutions will depend on the carrier’s conclusions (confirmed loss, theft, delivery error, etc.).

b) Damaged parcel upon receipt

If your parcel arrives damaged:

1. Take clear photos of the parcel (outer packaging) and of any damage to the product.
2. Contact us within 48 hours of receipt, attaching the photos and your order number.

We will review the situation and offer an appropriate solution, which may include a replacement, store credit, or partial refund, depending on the case.

8. Order modification or cancellation

As long as your order has not been prepared or shipped, it may be possible to:

• modify the shipping address
• cancel the order and issue a refund

To do so, please contact us as soon as possible with your order number.

Once the order has been shipped, no modification is guaranteed and additional costs may apply (reshipment, return, etc.).

9. Returns related to delivery issues

If a parcel is returned to us for any of the following reasons:

• incorrect or incomplete delivery address
• parcel not collected in time (pick-up point, post office, etc.)
• parcel refused without valid reason

We may, depending on the situation:

• either refund the value of the products, excluding any shipping fees
• or offer to reship the parcel, with the new shipping fees payable by the customer

Detailed return and refund conditions are set out in our Returns Policy.

10. Contact

For any questions regarding international shipping, you can contact us:

• by e-mail: contact@sillkeepro.com
• via the contact form on our website