CUSTOMER CARE POLICY
PURPOSE
At Silviyana, we are committed to creating products that truly represent your culture, history and values. We value transparency and tell you exactly where and how your products are made. This policy outlines how we support you before, during, and after a Silviyana purchase.
CONTACT CHANNELS
Email support: maricres@silviyana.com (responses within 2-3 business days)
Social Media: Responses within 24-48 hours
Text support: +1 4 0 8 6 8 0 7 9 3 4
RESPONSE TIMES
General enquiries: within 24 hours
Order Issues: within 46 hours
Complaints/escalations: acknowledged within 48 hours, resolved as soon as humanly possible
RETURNS & REFUNDS
As an eco-conscious business, we do not believe in overproduction and instead release only small capsule collections for our customers. If you choose to support Silviyana, we sincerely thank you for placing your trust in us, and we guarantee your satisfaction. We are happy to repair any defects in our products free of charge; however, we kindly ask that you cover the postage costs for returning and receiving the items.
While it is challenging for our business to absorb the costs of returns, we offer a 5-day cooling-off period on our ready-to-wear pieces. This means you may return your purchase within 5 days, and refunds will be processed within 10 business days following inspection. Returned items must be unworn, in their original condition, and with all tags attached.
Due to the nature of bespoke and custom orders, all such purchases are final, and we do not accept returns or issue refunds. Sale items are non-returnable.
Our products are consciously crafted to reflect our customers, and we encourage mindful purchasing to help reduce unnecessary returns. Before making a purchase, we invite you to ask yourself: “Does this truly speak to me and represent who I am?”
SHIPPING & DELIVERY
Processing time: We are a small team, we try our best to process your orders as quickly as humanly possible and aim to ship your order within 5–7 business days.
U.S. delivery estimates: For standard shipments via USPS, delivery may take 5–7 business days. For expedited shipments via UPS, delivery may take 3–5 business days. We automatically provide a carbon-neutral service for expedited shipping, managed by UPS. We simply pay an additional fee to ensure that your desire to receive your product quickly does not come at the expense of the planet. We encourage you to choose standard shipments through USPS whenever possible, as this helps reduce our environmental impact
International delivery estimates: We use DHL for international shipments. Delivery typically takes 3–7 business days, depending on location and service level. Please note that, due to the increasing impacts of climate change, we have experienced more frequent disruptions in international service.
PRIVACY & DATA PROTECTION
We comply with U.S. consumer protection laws, CCPA, and GDPR (for EU customers).
Customer data is used only for order fulfilment, communication, and service improvement.
We never sell or share personal data with third parties without consent.
ACCESSIBILITY & INCLUSION
We are a small business, and we recognise that we may not have everything perfected. At Silviyana, we strive to design our website in alignment with ADA accessibility standards.
“Bayanihan” is a Filipino philosophy that embraces community and welcomes everyone for who they are. Guided by this principle, we aim to provide customer care that is respectful, inclusive, and supportive of all individuals.
SUSTAINABILITY COMMITMENTS
As designers, we aim to curate products that add genuine value to your life. We believe a garment should not be made for fleeting trends, but rather to inspire a sense of attachment—clothing that does more than simply cover, but tells a story about the person wearing it. Each piece should be worn with pride and cared for throughout its life. If you no longer love your piece, we encourage you to pass it along.
We are happy to receive your garment back and share it with our community through our rental program, which contributes proceeds to charities. If the item can no longer be re-worn, we will reuse or upcycle the fabric for other purposes.
COMPLAINT RESOLUTION
Customers may escalate unresolved issues to the owner via email.
If dissatisfaction remains, we will provide information on third-party mediation services.
POLICY UPDATES
This policy may be updated periodically to reflect changes in law, industry standards, or company practices. Updates will be posted on our website with the effective date.