Shipping and Returns

SHIPPING AND RETURNS

This exchange, return, and cancellation policy applies only to customers who are end consumers, as defined by Decree-Law 24/2014. Purchases made by companies or professionals for purposes related to their commercial, industrial, artisanal, or professional activity do not benefit from the right of free withdrawal ; only the specific contractual conditions agreed with SÍLABA apply.

Customer satisfaction is very important to us, and we know it's crucial for you to receive your order as quickly as possible. Therefore, we strive to ensure our deliveries are fast and completely secure. If you have any questions about our shipping policy, please contact us.

How is my order shipped?

Your order can be shipped by courier or you can pick it up directly at our facilities.

When you choose courier shipping , your order will be sent to the address you selected as "Shipping Address" when you finalized your purchase. Please verify that your address is correctly described. Deliveries will not be made to PO boxes.

You can choose to pick up your order at our facilities, free of charge. You must select this option in your customer area before finalizing your purchase and wait for our team to inform you that the order is ready for shipment .

What are the shipping costs for my order?

Shipping costs are calculated automatically by our system, depending on the weight/volume of the order and the delivery location.

The offer of free shipping on orders over €200 is valid for all orders, with the following exceptions:

• Orders that include products from the categories Furniture, Beds, Foam, Dispensers, and Outdoor Equipment.
• Shipping addresses located in the Madeira and Azores archipelagos.

 

EXCHANGES, RETURNS AND CANCELLATIONS

Can I exchange or return a product I bought at Sílaba?

Yes, if you are an end consumer, since the right of withdrawal does not apply to companies/institutions . After receiving the order, you have 14 business days to exchange or return the purchased product(s), except for the following exceptions:

• Items that are custom-made according to the customer's specifications cannot be exchanged or returned.
• Items whose sale involves on-site installation cannot be exchanged or returned;
• Items that show damage caused by use, are not in their original packaging, or are incomplete cannot be exchanged or returned.

 

What are the conditions for accepting an exchange or return of a product?

All exchanges and returns will only be valid and accepted by SÍLABA if they meet these conditions:

• The products must be returned in their original packaging, with all components included.
• The products must be completely intact and sealed, without any damage;
• The customer must communicate their intention to exchange or return their order via email. After acceptance of the exchange or return, the customer must send the products back properly packaged and sealed.
• Along with the item, the customer must send the tax document that they received with the order;
• If the order was delivered to the customer's address, the shipping cost will NOT be refunded.

Any violation of the conditions described may result in the cancellation of the exchange or return process.

The customer must communicate their intention to exchange or return their order in writing to the email address geral@silaba.pt. After duly acknowledging the reasons for the exchange or return and the status of the items in question, the SÍLABA team will issue its assessment and inform the customer of the conditions and steps to be followed.

The customer is responsible for shipping the items they wish to exchange or return. To do so, you may use any shipping service you prefer, and you are responsible for both paying the applicable shipping costs and ensuring delivery.

The address to which items for exchange or return should be sent is as follows:

SYLLABLE
Joaquim Ribeiro Moura Street, No. 162
Warehouse B - Creixomil
4835-015 Guimarães

How will I be reimbursed?

After receiving the merchandise, the SÍLABA team will analyze the integrity of the returned products and proceed with the refund of the corresponding value via bank transfer within 14 days, or by issuing a coupon valid for one year from the date of issue. The shipping costs charged at the time of the order, as well as the return shipping costs, are the responsibility of the customer.

Is it possible to cancel an order?

Yes. You can cancel your order within five business days of payment. This option is valid for all orders except for manufacturing materials such as furniture and foams.