FAQ
Frequently asked questions
How do I contact customer service?
The customer service can be contacted at the following email address: [email protected]
The after-sales service can be contacted at the following email address: [email protected]
They are available from Monday to Friday from 8am to 5pm excluding public holidays. An answer will be sent to you within 72 hours.
The after-sales service can also be reached at this number 0769765820 from Monday to Friday between 16h and 18h.
What are the delivery destinations?
SilentWorker delivers worldwide.
When will my order be shipped?
SilentWorker is committed to shipping orders within 3 business days from Monday to Friday between 8am and 5pm (excluding holidays, new drop and holiday periods where delays may be longer). If for any reason, SilentWorker can not honor your order, the customer service will inform you personally and offer a credit or refund (including postage).
When will my order be delivered?
Once your package is dropped off at the post office, delivery times vary from 2 to 5 working days depending on the destination.
Delivery of orders can sometimes go beyond the communicated times due to unforeseen events related to political, social, health or logistical problems. SilentWorker apologizes in advance for these delays and for delays caused by the postal services.
Where is my order?
You will find your tracking number in the shipping confirmation email. You can check the transit status via the carrier's website: https: //www.laposte.fr/outils/suivre-vos-envois
I still haven't received my order. What should I do?
Delay - In the event of a delay in delivery of more than 7 working days, you must inform SilentWorker's customer service who will transmit the information to the Post Office to initiate an investigation. This investigation can last up to 21 days from its opening. If during this period, the package is found, it will be immediately redirected to your home.
Loss of package - If the package is not found at the end of the 21 days of investigation, the Post Office considers the package lost. In this case, SilentWorker will resend a package at its expense. If the lost products were no longer available, SilentWorker will offer a credit note or a refund including shipping costs.
I made a mistake in my order. What should I do?
You have a cooling-off period of 14 days from receipt of the order. Beyond this period, SilentWorker will not proceed to any refund or exchange. Items must be returned in perfect condition: new, unworn, unwashed and labelled in their original packaging. Items returned incomplete, damaged, deteriorated, soiled or having been used will not be exchanged or refunded.
If I made a mistake in the delivery address
The information you provide to SilentWorker when placing an order must be complete, accurate and current. If this is not the case, SilentWorker cannot be held responsible for undelivered packages, delays or returns to sender. You are invited to contact the postal services to correct the shipping address and ensure delivery. If the package is returned to SilentWorker, the order can be shipped again after correction of the address (shipping costs at your expense) or refunded (shipping costs not included).
If I made a mistake in the size of the article
If the size does not fit, you can exchange the item or ask for a refund. You will have to fill in the exchange and return form. After reception and verification of the articles, SilentWorker will propose a credit note, an exchange or a refund of the order (the expenses of delivery and return are not refunded. They remain at your charge). In the case where the items have already been worn, washed, worn, stained, damaged or missing labels, SilentWorker reserves the right not to proceed with the refund for the simple reason that these items can not be offered for sale.
If I bought the wrong item
Before any validation of order, you are invited to check its contents: quantity, references of products (models, colors and sizes), delivery address and means of payment. SilentWorker will not be held responsible for any error. If you notice that an error has been made, you can cancel the order before it is processed by contacting customer service: [email protected] and it will be refunded within 7 working days (including postage). If the error is noticed after the order has been processed, you will be offered a credit note, an exchange or a refund (shipping costs not included and not refunded). You will need to fill out the exchange and return form.
I received the wrong item. What should I do?
If you received the wrong item, you will need to complete the exchange and return form. SilentWorker apologizes in advance for this error and will pay the return shipping costs. SilentWorker will offer a refund, a credit note or an exchange.
The article does not suit me. What should I do?
If the item does not fit, you will have to fill out the exchange and return form. SilentWorker will pay the return shipping costs and will propose a refund, a credit note or an exchange for which the shipping costs will be paid.
I received a defective product. What should I do?
In case of lack of conformity, you can ask for a credit note, a refund or exchange the article (shipping costs included). You can send an email to the after-sales service: [email protected] enclosing a photo of the item in question and fill out the exchange and return form on the site. SilentWorker will then take care of the return costs and will propose the sending back of a conform article, a credit note or the refund (shipping costs included).
My package is damaged. What should I do?
Any anomaly concerning the delivery (open package, damaged package ...) must be imperatively indicated to the customer service of SilentWorker with proof of photos to support the day of delivery and receipt of the package for a claim to be made with the services of the Post. Attention, it is also quite possible that these anomalies are due to the customs services. In these cases, a customs notification will be visible on the package. In all cases, SilentWorker declines any form of responsibility.
If the products are damaged, the customer is invited to fill the form of exchanges and return on the site by joining a photograph. SilentWorker will then take care of the return costs and will propose the return of a conform article, a credit note or a refund (shipping costs included).
How do I return my items?
1. Fill out the return and exchange form available on this page.
2. print the return label directly in your customer area.
3. Attach the return and exchange form to your items in the package (print the email received after validating the form).
4. Deposit your package at the post office and keep the proof of deposit.
For any question, please contact the after-sales service by mail : [email protected]
The after-sales service is also reachable at this number 0769765820 from Monday to Friday between 4pm and 6pm.
Please note: You have a 14-day cooling-off period from the time you receive your order. After that, we will not proceed to any refund or exchange.
Where can I find the exchange and return form?
The form is available on this page.
What are the exchange, refund and credit terms?
You have a 14-day cooling-off period from the date of receipt of your order. After this period, we will not proceed to any refund or exchange.
All exchanges, refunds and credits will be made within 7 working days (Monday to Friday between 8am and 5pm excluding holidays) from the time SilentWorker has received the return package from the customer. Refunds will always be made using the same payment method as the one used to place the order, provided that the items were received back at the address.