Shipping policy
1. GENERAL INFORMATION
All orders placed through our online store are processed from Monday to Friday, during business hours from 09:00 to 18:00 (CET).
Orders placed before 14:00 will be processed the same business day. Orders placed after that time will be handled on the next working day.
The standard processing time is 1–2 business days, excluding weekends and national holidays.
2. SHIPPING AREAS
Silka offers shipping to the following regions:
• National territory (Spain): Mainland, Balearic Islands, Canary Islands, Ceuta, and Melilla.
• European Union: Germany, France, Italy, Portugal, Belgium, Netherlands, Austria, and others.
• International: United States, Canada, Mexico, Australia, Chile, and other eligible countries at the time of purchase.
In cases where shipping restrictions apply to certain destinations, the customer will be duly informed during the checkout process.
3. SHIPPING COSTS
All shipments, both national and international, are free of charge for the customer.
Silka covers all shipping costs as part of our commitment to an accessible and transparent shopping experience.
4. DELIVERY TIMES
Estimated delivery times, counted from the date of dispatch, are as follows:
• Spain: between 2 and 5 business days.
• European Union: between 5 and 7 business days.
• International destinations: between 7 and 15 business days, depending on the country and location.
These delivery times are indicative and may be affected by circumstances beyond our control, such as logistical incidents, customs delays, or adverse weather conditions.
5. DIGITAL PRODUCTS
Digital products purchased through our store will be delivered by email immediately after payment confirmation, without courier intervention or shipping costs.
6. SHIPPING RESTRICTIONS
Certain items may be subject to transport or customs restrictions, particularly flammable, liquid, or fragile products.
We recommend verifying the feasibility of shipment according to the destination country before placing your order.
7. SHIPMENT TRACKING
Once your order has been dispatched, you will receive an email notification containing your tracking number.
This number allows you to check the delivery status at any time via the assigned carrier’s website.
8. LIABILITY AND CLAIMS
Once the order has been handed over to the transport company, ownership and risk of the product are transferred to the customer.
In the event of loss, damage, or delivery delay, the customer must notify Silka within 3 business days from the estimated delivery date so that we can process the corresponding claim with the carrier.
The customer is responsible for providing a valid shipping address and ensuring availability to receive the order on the expected delivery date.
9. UNCLAIMED PACKAGE CLAUSE
If the customer fails to collect the package within the period set by the transport company, the order will be considered returned.
Any costs generated by reshipping will be borne by the customer.
If the customer does not agree to cover these costs, the order will be permanently canceled without refund, unless otherwise agreed with Silka.
10. CUSTOMS FEES NOTICE FOR INTERNATIONAL SHIPMENTS
International shipments may be subject to taxes, duties, or customs fees imposed by the destination country, which are the sole responsibility of the customer.
Silka is not responsible for delays, holds, or additional costs resulting from these customs procedures.
11. CONTACT INFORMATION
For any inquiries regarding shipments, delivery times, or order tracking, please contact us via:
Email: contact@silkastore.com
Business address: Carretera de Cortes Nº34 – 50540 Borja (Zaragoza), Spain