FAQ
1. When will my order be shipped?
Spot orders are processed and shipped within 24 hours. During promotional periods, delivery may be delayed by 1–3 days, with an overall processing time of 7–15 business days.
2. How can I track my order?
Once your order has been shipped, you’ll receive a confirmation email with a tracking number. You can use this number to track your package through the carrier’s website.
3. What is your return policy?
We accept return requests within 30 days of delivery. Returned items must be unused, undamaged, and in their original packaging. Unless the item is defective or incorrectly shipped, return shipping costs are the customer’s responsibility.
4. How long does it take to receive my refund?
After receiving and inspecting the returned item, we’ll process your refund within 5–10 business days. The amount will be automatically credited to your original payment method.
5. Can I exchange an item?
Exchanges are only available for defective or damaged items upon arrival. Please contact our customer service team before sending any items back for exchange.
6. Which items cannot be returned or exchanged?
The following products are non-returnable and non-exchangeable:
Gift cards
Clearance or sale items
Personalized or custom-made products
7. What should I do if I’m not satisfied with my order?
If you’re not satisfied with your order, you may return it within 7 days of purchase. We’ll process your refund within 48 hours after receiving the eligible returned item.
📩 Email: info@silvia-goods.com
8. Do you share my personal information?
No. We never sell, trade, or rent customer data. We only share necessary information with trusted third-party service providers (like payment gateways or shipping partners) to complete your order securely.
9. How do you protect my privacy?
Your data is protected in compliance with international privacy standards. We collect only essential information to process your order and improve your shopping experience. For full details, please read our Privacy Policy .
10. What are your terms of service?
By using our website, you agree to our Terms of Service, including responsible use, accurate order information, and compliance with applicable laws. We reserve the right to cancel any order suspected of fraud or misuse.
11. Where is your company located?
GUANGYI ENTERTAINMENT MEDIA LIMITED RM C, 6/F, World Trust Tower, 50 Stanley Street, Central, Hong Kong
12. How can I contact customer support?
For any questions regarding orders, returns, or product information: 📩 Email: info@silvia-goods.com
⏰ Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (HKT)