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Shipping & Refund Policy for Nookis BV ("Silvie")

Last Updated: 11 July 2025

Thank you for choosing Silvie. We are committed to getting our products to you as efficiently and smoothly as possible and ensuring you are satisfied with your purchase. This policy outlines everything you need to know about our shipping and returns procedures.

1. Shipping Destinations

We currently ship to all member countries of the European Union (EU) and the United Kingdom (UK).

We are working on expanding our reach and will update our policy as we add new destinations.

2. Order Processing

  • Processing Time: All orders are processed within 1-2 business days (Monday - Friday, excluding public holidays in the Netherlands).

  • Order Confirmation: Once your order is placed, you will receive an email confirmation. You will receive a second email with tracking information as soon as your order has been dispatched.

3. Shipping Costs & Delivery Times

We aim to provide simple and affordable shipping options.

  • Free Shipping: We are pleased to offer free standard shipping on the following orders:

    • All orders with a total value of €50 or more.

    • All subscription orders, regardless of their value.

  • Standard Shipping: For orders under €100 that are not part of a subscription, a flat-rate shipping fee will be calculated and displayed at checkout.

  • Estimated Delivery Times:

    • The Netherlands & Belgium: 1-3 business days.

    • Germany & France: 3-5 business days.

    • Rest of the EU: 4-7 business days.

    • United Kingdom: 5-8 business days.

Please note that these are estimated delivery times and can be affected by factors outside of our control, such as customs delays or carrier disruptions.

4. Customs, Duties, and Taxes (for UK Customers)

  • For customers in the United Kingdom, please be aware that your order may be subject to import duties, taxes (including VAT), and other fees levied by UK customs.

  • These charges are the responsibility of the customer and are not included in the order total or shipping cost. Silvie (Nookis BV) is not responsible for these charges.

  • We recommend contacting your local customs office for more information on potential charges before placing your order.

5. Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number. You can use this number to track your package's journey on the carrier's website.

6. Incorrect Address or Delivery Issues

  • It is the customer's responsibility to provide a complete and accurate shipping address. Please double-check your details at checkout.

  • If a package is returned to us due to an incorrect or incomplete address provided by the customer, we will contact you to arrange for reshipment at your expense.

  • If you encounter any issues with your delivery, please contact the carrier directly with your tracking number. If you need further assistance, please do not hesitate to contact our support team.

7. Refund & Return Policy

In line with EU consumer protection legislation, you have the right to a refund.

  • Right of Withdrawal: You have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

  • Condition of Returned Goods: For health and hygiene reasons, we can only accept returns for items that are unopened, unused, and in their original, sealed packaging. Any product that has been opened or has a broken seal cannot be returned.

  • How to Initiate a Return:

    1. Please contact our support team at support@silvie.com within the 14-day period to inform us of your decision to return the product. Please include your order number in the email.

    2. We will provide you with instructions on how to return your package.

  • Return Shipping Costs: You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit.

  • Refunds: Once we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 business days.

  • Faulty or Incorrect Items: If you have received a faulty, damaged, or incorrect item, please contact us immediately at info@silvie.com with your order number and a photo of the issue. We will arrange for a replacement or a full refund, including any shipping costs.

8. Contact Us

If you have any questions about our shipping or refund policy, please contact us:

Email: info@silvie.com

Postal address: Nookis BV, Overtoom 188-3, 1054HR, Amsterdam, The Netherlands

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