FAQs


Shopping

Do I need an account to make purchase?
Yes. So as to 
trace your order more easily & a faster checkout!

How do I make an order?

Step 1: After selecting the item, select the size and quantity & click on “add to cart” option.
Step 2: Go to “cart” option on the top right of the window after you are done with your shopping.
Step 3: Go to “check out” option after you are done.
Step 4: On the next page, key in your information and opt for the prefer method of shipping and select “review order” after you confirmed your details.
Step 5: Select “submit order” once you have confirm the information given.
Step 6: Lastly, make your payment and your order will be confirmed. 

What mode of payment does I.Silhouette accept?
We accept Internet banking and Paypal payment.

Is there any time frame for me to make payment?
Yes. After checking out, payment has to be made within 24 hours. If we do not receive your payment, orders will be cancelled without prior notice.

What should I do if I need more information about your products?
You can email us at admin@isilhouette.sg, we will try to get back to you within 48hours.

Why do I have to provide my transaction receipt or provide you my internet banking (ibanking) nick?
There might by multiple transfers in a day, as such we can only verify your transfer with your transaction receipt number or ibanking nick.


Backorder

What is a backorder?

Backorder is an advance purchase, which means stocks will take some time to reach our warehouse before we dispatched over to you.

How long does the backorder takes?
It may take up to 7 - 10 days to reach Singapore. Earliest 7 days and latest 10 days. However, in unforeseen circumstances, there might be some delay in the shipment. We will always send you an email to inform you about the delay. We will not recommend backorder if you are uncomfortable with the waiting time.

Can I cancel my backorder?
Unfortunately no cancellation is allowed after payment has been made, however in unforeseen circumstances if item take more than 2-4 weeks, shopper can request for store credit. There will strictly no refund of cash.

Are my orders confirmed once payment is made?
We apologise, however, backorders are on a first come first serve basis. In the event if the products are out of stocks, we will make a full refund. 

Will my backorder items be shipped together?
For backorder items under a single invoice, the parcel will only be shipped out upon arrival of the last item. 

What is your criteria for return or refund policy for backorder?
We will only accept for return of exchange if you wish to exchange for the right size within 12 days from date of item shipped. I.Silhouette reserved the rights to reject exchange if item is not in original condition (worn or washed). In event if you are unable to exchange for the right size, you can choose to exchange for another item or remain as store credits. Do understand that we only allow one time exchange and strictly no refund.

In the case of receiving defective item, kindly contact us within 12 days from date of item shipped. Do note that item that do not reach us within 20 days from date of item shipped are considered as worn. 

I.Silhouette will not be liable for shipping cost for request of return & refund request except for defective and incorrect item. We will strongly encourage that you opt for registered mail for return & refund to prevent for lost item.

For sale or special promotions item we do not accept returns. Kindly note that items mailed back without notice will not be entertained.

Ordering

When will I receive my parcel?
Your parcel will be dispatched on the next working day. For normal courier/registered mail it will take 2-7days for parcel to reach. Refer here for more information.

What can I do if I have yet to receive my parcel?
Kindly check with your family if they have receive or click here for your parcel status if you have opted for registered/express mail. Invoice number will be mail to you upon purchase. Or you can email us at admin@silhouette.com for more assistance.

The item’s measurements and color are not the same as what you have stated or shown
Do note that measurements stated may vary 0.5”-0.8”, & colors may shown slight variance too as different device may portrayed slight different. In this case it is not consider as defect therefore we will not allow and exchange.

Do you ship internationally?
Yes. You may refer to rates and other details upon check out.  

What should I do if I receive a defective/incorrect item?
We apologise if you have receive a defective/incorrect item. Kindly contact us within 12 days from date of shipment at admin@isilhouette.sg and we will assist you as soon as we can.

What happen if my parcel is lost?
We apologies but we are unable to retrieve your parcel if you have opted normal mail. However, if the parcel is sent back to us we will be glad to mail it back to you. Do note that parcel will be forfeited if there is no response within 30 days from the date an email notification has been sent.


Technical


Why didn’t I receive any mail when I have signed up for I.Silhouette mailing list?

Email that is not save in address book will automatically have their mail land in spam or junk folder. To avoid getting that, kindly add admin@silhouette.sg to your address book.

I have problem logging into my account
kindly click onto “forgot password” and a new password will be sent to your email. Do add admin@silhouette.sg to your address book to prevent our email from landing into your junk or spam folder.


Return & Refund policy

What is your criteria for return or refund policy?

We will only accept for return of exchange if you wish to exchange for the right size within 12 days from date of item shipped. I.Silhouette reserved the rights to reject exchange if item is not in original condition (worn or washed). In event if you are unable to exchange for the right size, you can choose to exchange for another item or remain as store credits. Do understand that we only allow one time exchange and strictly no refund.

In the case of receiving defective item, kindly contact us within 12 days from date of item shipped. Do note that item that do not reach us within 20 days from date of item shipped are considered as worn.

I.Silhouette will not be liable for shipping cost for request of return & refund request except for defective and incorrect item. We will strongly encourage that you opt for registered mail for return & refund to prevent for lost item.

For sale or special promotions item we do not accept returns. Kindly note that items mailed back without notice will not be entertained.

Others

If you have any questions not listed above, feel free to drop us an email at admin@isilhouette.sg. Do avoid sending multiple mail as it will automatically be send back to the list again, which will cause us to get back to you in a even later time.