At Silhouette || Pure Shop, we combine precision craftsmanship with exceptional customer service. Our premium eyewear collections deserve an equally premium shopping experience, which is why we’ve designed straightforward shipping and returns policies.
Shipping Information
We ship globally (excluding some remote areas and parts of Asia) using trusted carriers to ensure your eyewear arrives safely.
Order Processing & Delivery Timelines
- Order Processing: 1-2 business days
- Standard Shipping:
- Carrier: DHL or FedEx
- Delivery: 10-15 business days after shipping
- Shipping Fee: $12.95
- Free Shipping:
- Carrier: EMS
- Delivery: 15-25 business days after shipping
- Available for orders over $50
All orders include tracking information so you can follow your package’s journey to you.
Our Return & Exchange Policy
We want you to love your Silhouette glasses as much as we love creating them. If your purchase doesn’t meet your expectations, our hassle-free return process ensures satisfaction.
Key Policy Details
- Return Window: 15 days from receipt of order
- Condition Requirements:
- Items must be unworn and in original condition
- All original packaging and protective cases included
- Original receipt or order confirmation provided
Important Note:
For hygiene reasons, we cannot accept returns on rimless glasses that have had prescription lenses installed, as these are customized to individual vision needs.
Step-by-Step Return Process
- Contact Us
Email our Style Consultants at [email protected] within 15 days of receiving your order. Use our template below for faster processing.
- Wait for Authorization
We’ll respond within 2 business days with return instructions and your RMA (Return Merchandise Authorization) number.
- Package Your Items
Securely pack the glasses in their original packaging with all accessories included.
- Ship Your Return
Send the package to our address (provided in your authorization email) using a trackable shipping method.
Return Shipping Options
- Standard Return: DHL or FedEx (recommended for faster processing)
- Economy Return: Your local postal service (must include tracking)
Return shipping costs are the customer’s responsibility unless the return is due to our error.
Refund Process
Once we receive and inspect your return:
- Processing Time: 3-5 business days after receipt
- Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
- Timeline:
- Credit card refunds: 5-10 business days to appear on your statement
- PayPal refunds: Typically processed within 24 hours
Shipping charges are non-refundable except in cases of incorrect or defective items.
Exchange Process
For exchanges (size, color, or frame style):
- Follow the standard return process
- Clearly indicate your desired replacement item in your return request
- We’ll ship your new item once we process the return
- Price differences will be charged or refunded as applicable
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Silhouette Customer Service,
I would like to request a [return/exchange] for my recent order #[Your Order Number] placed on [Order Date].
Details:
- Item to return: [Product Name, Frame Type (metal/plastic/rimless), Size]
- Reason for return: [Please specify]
- For exchanges: Desired replacement item: [Product Name, Frame Type, Size]
I confirm the item is in original condition with all packaging.
Please provide return instructions and RMA number.
Best regards,
[Your Full Name] [Your Email Address] [Your Contact Number]Our Commitment to You
At Silhouette || Pure Shop, we stand behind our premium eyewear collections. Whether you’ve selected our fashion-forward metal frames, lightweight plastic designs, or minimalist rimless styles, we want you to love your glasses as much as we love creating them.
Our Style Consultants are available at [email protected] to ensure your experience reflects the same attention to detail we put into every pair of glasses.