FAQs

Need Help? We’ve Got You Covered

We’ve put together some commonly asked questions to give you more info about SILVERKREDI and the products we offer. If you still can’t find an answer to your question, please use the contact us page.

1. ORDERING

1.1 Do I need to open an account to make purchases with you?

No, it’s not necessary. You can shop and check in as a guest every time.

However, creating an account with us will allow you to order without having to enter your details every time you shop with us. You can sign up now or you can start shopping and create your account before going to the shopping cart page.

1.2 How can I create an account?

Click on “Login/Register” followed by “Create an account” and enter your personal details.

1.3 How can I order?

Buy the items you want and add them to your cart. When you’re done, you can proceed to your shopping cart. Make sure the information you entered is correct, then you just need to confirm your purchase and proceed with the payment.

1.4 I am having trouble adding items to my shopping cart

You will be able to add items as long as they are available. When the item is in someone else’s shopping cart, the item status will be seen as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via PayPal and all major credit and debit cards, such as Mastercard, VISA, and American Express.

1.6 Can I modify and cancel my order?

Unfortunately, we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and minimize errors. We recommend checking your order before submitting it.

1.7 I have a discount code, how can I use it?

Enter the voucher code in the “Voucher Code” field and click “Add” on the shopping cart page before proceeding to check out. Please note that we are not able to manually apply the voucher code to your order if you have lost your entry during check-out. Make sure all your details are correct before confirming the purchase.

1.8 How do I know if my order was confirmed?

After placing the order, you will receive a confirmation e-mail from us to confirm that your orders have been received. However, keep in mind that orders will only be shipped when your credit card payment has been approved and the billing and delivery address have been verified. Alternatively, you can check the status of your order in “My account” if you are a registered user.

2. SHIPPING AND DELIVERY

2.1 When will my order be processed?

All orders will be sent to our producers within 2 working days, excluding weekends and public holidays.

2.2 How long will it take to receive my order?

The delivery time of the standard courier is about 5 working days and the express courier is about 3 working days from the time of our delivery. Our products are handmade, and are produced when each customer places an order. Some products may require between 3/4 weeks of work to be completed. The exact production time is based on the availability of fabrics in our warehouses. For all international deliveries, the delivery time depends on our logistics partners and their affiliates.

2.3 How can I track my delivery?

Once the order has been shipped, you will receive a confirmation email with the tracking number. You can check and monitor the delivery status of your orders with our local logistics partner by entering the 6-digit order number for all your deliveries.

2.4 What are the shipping costs?

There are two options for shipping:

Fixed cost of 10 euros

FREE SHIPPING: for each purchase over 129 euros the shipping cost will be free

2.5 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once the order was confirmed. Therefore, please be sure to provide the correct shipping address.

2.6. There is a missing item in my order, what should I do?

We apologize for having sent you an incomplete order. Contact our Customer Care Team directly on Chat Suport and we will get back to you as soon as possible.

2.7 I received a defective item, what should I do?

We apologize if you received a defective item from us. Please contact our Customer Care Team on Chat Support with a picture of the product and we will get back to you as soon as possible.

2.8 I received the wrong item, what should I do?

We apologize for sending you the wrong article. Contact our customer support team in the Chat and we will get back to you as soon as possible.

2.9 I ordered the wrong color and size. Can I exchange it?

We do not provide exchanges if you bought the wrong color and size. However, we accept returns for products purchased from us. You can consult our Returns and Exchanges policy here and read about the related procedures.

2.10 I have not received my package, what should I do?

Contact our Customer Care Team on Chat Support if you have not received your package after 10 working days and we will help you accordingly.

2.11 Will there be any additional costs for redelivery?

Redelivery costs are a customer’s responsibility, so we always advise you to contact us in the support chat if you have any questions.

2.12 I still have to receive my order after the deadline. Who should I contact?

You can check the status of your package on “Track your order” to find out why it may have been delayed. Alternatively, you can contact us on Chat Support  and we’ll help you further.