Returns and exchanges policy

Customs and shipping not included. If you have any questions, call the phone

+34 965 299 741

DELIVERY TIME

We have adopted a 100% secure shipping system in order to guarantee the safety of our team and all our customers.

The time to receive your order is estimated between 8-10 business days from the purchase (valid in national territory).

If you want to receive it urgently, contact our customer service department. For more information, contact us at atencionalcliente@silvia-navarro.com

Our party and special event designs are made by hand taking care of every detail, therefore, you will receive your order in a large packaging, the interior of which contains the selected design inside a transparent and sealed case, in order to guarantee that The order upon receipt is in perfect condition.

Note: The shipping time may exceed the stipulated time during holiday periods, such as Christmas, Easter and summer period.

*If you have your order at a Nacex Point, you have 5 business days from your deposit to collect the package. After this period, it will be returned to our facilities.

REQUEST MONEY RETURN

If you don't fall in love with the design and you can't find another model that you are passionate about, we will refund your money!

The period for changes and returns is 15 days from receipt/purchase

You can request a refund of the amount paid for the garment, as long as the item is returned in perfect condition, with its original packaging and without signs of use.

The aforementioned period ranges from the moment the customer receives the package at the address indicated in their purchase, until that same package is received at our headquarters (the return/exchange period does not stop with the deposit of the package in the office of transportation, being an essential requirement, the reception of the same in our facilities, within the period stipulated above)

If the order status check is satisfactory, we will refund your order within 15 business days of receipt.

If, on the other hand, upon receiving the order it is overdue, incomplete, without a label or with any signs of use, we will contact you so that you can send a transport agency to pick it up (the transport costs associated with this new shipment, they will be at your expense).

In the case of requesting a refund of the amount and having opted for our transport service, the costs derived from the logistics process and packaging associated with shipping (€6.95) will be deducted from the total import of the return. ) the customer may at any time opt for their own alternative courier service, in which case, only the packaging costs (€6.95) would be deducted from the refund of the amount.

Returns/exchanges of international orders will be managed directly by the customer, choosing the shipping company of their choice, with the company not responsible for transportation, customs or shipping costs derived from the return/exchange shipment.

Important Note: Transport costs are not eligible for reimbursement, and customs or shipping costs, if any, are also excluded.

Option to deposit orders through our courier, valid for the peninsula.

Voluntary deposit option through the enabled points of our courier, being able to opt for any alternative courier, sending the product to the address indicated in our contact section.

Refunds or exchanges will not be accepted on any items manipulated or modified at the customer's request.

HOW TO MAKE A CHANGE OF SIZE, MODEL OR VOUCHER?

If you want to request a change in size, model or request a voucher, you must follow the steps detailed here .

We will send you a code so that you can deposit your order at the transport agency closest to your home.

Once you have received your order in our warehouse, we will verify that the returned items correspond to the return delivery note and, additionally, that they have been received in perfect conditions of use, complete, with their original labels and without signs of having been . . . . used. If the verification of the status of the order is satisfactory, we will proceed to make the requested change or voucher within a maximum period of 15 days from receipt.

Important: Shipping costs arising in the process of the first change (model and size) are free in national territory (Peninsular). If you request more size changes or returns, the fees for the first change will be deducted.

The term to redeem a voucher is 1 calendar year in any of our sales channels, this being the maximum period allowed.

Due to the specialty of party clothing, a single voucher exchange can be made per purchase.

The conditions for returns or exchanges, set out above, are only applicable to this online channel.

*It is only possible to redeem a voucher in the White/Bridal collection, if it corresponds to the same collection.

CAN YOU EXCHANGE A MODEL FROM THE BRIDAL COLLECTION FOR ANOTHER MODEL, SIZE OR BONUS?

The designs in the White/Bridal collection are designs specialized in ceremonies, made to order, each design being unique and special.
If you receive an order from the White/Bridal collection, you can change the model or size, or, if applicable, request a voucher for its import. .

WHAT DO I DO IF I HAVE RECEIVED A DEFECTIVE ITEM?

If you have received a defective or incorrect item, within a period of 15 calendar days from receipt of the item, contact us by calling any of the following telephone numbers (965299741) indicating your order number, name of the person . . . . who made it and item(s) that you received defective or incorrect(s), and we will tell you how to proceed.

All items must be returned in the original shipping box to ensure proper protection.

Once we receive the items in our warehouse, we verify them and within a maximum period of 15 calendar days, we will proceed to make your exchange, provided that stock allows us to do so. Otherwise, we will proceed to refund the product, in the same way in which the payment was made.

CAN I RETURN AN ACCESSORY?

Accessories that are included in the items classified as hygienic (hats and earrings) do not include the exchange or return option described above.

Accessories such as footwear include the option of changing size, model or returning the imported one, as long as it retains its original packaging and is received in perfect conditions of use.

Accessories such as bags, being included in the party category, do not include the exchange or return option described above.

For more information contact our customer service.

WHAT CONDITIONS DO THE DESIGNS MADE TO ORDER HAVE?

The designs specified in the "Description" tab as designs made to order, allow size/model change or return through a voucher for the import of the garment.

*These designs cannot be purchased through a voucher either in physical stores or online (except for vouchers belonging to the Bridal collection or the aforementioned on-demand designs).

ARRANGEMENTS

If you need to make an repair to a garment we can help you. Our store staff in Seville, Malaga, Madrid, Murcia, Granada, Alicante and Valencia will recommend a workshop close to your location to facilitate your management.

RIGHT OF WITHDRAWAL

In general, consumer protection regulations allow the user who contracts as a consumer and user to withdraw from this contract within a maximum period of 15 calendar days; except in the case of custom-made garments or that have been modified, at the request of the client; In addition to the exceptions to the exercise of this right, established by the aforementioned legal norm.

To exercise your right to withdrawal, you must fill out the form attached to your order, and send it to Silvia Navarro SL, to the following address C/Germán Bernacer,97- Elche Torrellano Business Park-03203 (Alicante), unequivocally expressing your decision. If you withdraw from the contract signed between the user and Silvia Navarro SL, you must also send the returnable item within the period indicated above to the address specified in this same article.

The company Silvia Navarro SL will under no circumstances bear the shipping costs incurred when using this right.

The user must comply with all the purchase and return conditions set out by the user in this document, and consequently, to exercise the right to withdraw from the purchase, the items must meet the requirements mentioned in the RETURN AND EXCHANGE POLICY section.

Designs modified according to customer specifications cannot be eligible for the option of exchange, return or right of withdrawal.