At Silhouette Shop, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations, which is why we offer a straightforward returns and exchanges process for our eyewear collection.

Returns & Exchanges Eligibility

To be eligible for a return or exchange, your item must be:

  • Returned within 15 days of receiving your order
  • In its original, unworn condition with no signs of wear or damage
  • In the original packaging with all protective films intact
  • Accompanied by the original receipt or proof of purchase
Please note: For hygiene reasons, we cannot accept returns or exchanges on Clear frames that have had prescription lenses fitted or any eyewear that shows signs of wear. All sales of custom prescription eyewear are final.

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange your item:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order to request a return authorization.
  2. Package the item securely in its original packaging, including all accessories and documentation.
  3. Include your order number and reason for return clearly marked on the outside of the package.
  4. Ship the package to our returns address (provided in your return authorization email).

Return Shipping

Customers are responsible for return shipping costs unless the item received was defective or incorrect. We recommend using a trackable shipping service as we cannot guarantee receipt of returned items without tracking.

Refund Process

Once your return is received and inspected (typically within 5 business days of arrival), we will send you an email to notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original method of payment within 7-10 business days. The timing of the refund appearing in your account may vary depending on your payment provider’s policies.

Exchange Process

For exchanges, please indicate your desired alternative product (style, color, etc.) in your return request. Once we receive and inspect your returned item, we will ship your exchanged product using your preferred shipping method. Any price differences will be charged or refunded accordingly.

Non-Returnable Items

Certain items cannot be returned or exchanged:

  • Custom prescription eyewear (including all lens types: Clear, Cat Eye, Rectangle, Round, Rimless)
  • Eyewear that shows signs of wear or damage
  • Items not in their original condition
  • Products without proof of purchase

Return Request Template

Use the following template when emailing your return request:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Silhouette Shop Customer Service, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Product Name: [Product Name, e.g., “Salvatore Ferragamo Gold Frame”] Reason for Return: [Please specify reason] [For exchanges:] I would like to exchange for: [Product Name and Variant] Please provide return authorization and shipping instructions. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number]

Need Help?

Our customer service team is here to assist you with any questions about returns or exchanges. Contact us at [email protected] and we’ll be happy to help.

Returns Address:
Silhouette Shop
48 Regent St
Cambridge, GB CB5Z 5LX