FAQ

Shipping

We are headquartered in Sydney, with multiple hubs and warehouses strategically located to efficiently manage and fulfill global orders.

Once your parcel has been shipped, please allow up to seven days for the tracking information to be fully updated. Rest assured, your order is on its way.

Our shipping data indicates that 95% of orders arrive within or before the estimated time frame. For more details, please refer to our Shipping Policy.

If you have any questions, feel free to contact our Customer Service team at info@silcohaus.com.

We offer free worldwide shipping.

All duties, necessary taxes, and carrier fees are covered at no additional cost to our clients, regardless of their shipping destination.

My Order

Once your order has been dispatched, you will receive an email notification containing a tracking number. If you do not see this email in your inbox, please check your spam or junk folder.

You can also track your order status at any time by visiting our Track your order page.

Please note that tracking information may take up to seven days to fully update. Rest assured, your order is on its way to you!

You may cancel your order within 12 hours of placement by emailing us at info@silcohaus.com. Please note that cancellations are not possible after this 12-hour window or once the item has been shipped.

Before reaching out, please check your spam or junk folder.

If you still cannot locate the emails, please contact us at info@silcohaus.com, and we will be happy to assist you.

After your parcel is dispatched, it may take up to seven days for the tracking number to fully update with additional details.

However, rest assured that your order is en route to you! Our shipping records indicate that the majority of orders are delivered within or even before the estimated timeframe.

Should you have any inquiries, feel free to reach out to our Customer Service team at info@silcohaus.com.

For the quickest address updates, please reach out to us via email at info@silcohaus.com or by sending us a Direct Message on Instagram at www.instagram.com/silcohaus.

Please understand that due to the expedited processing of our orders, we cannot guarantee the ability to modify addresses once an order has been processed or shipped. If your order has already been shipped, you may need to contact the local shipping carrier directly to arrange a redirection.

Should you notice an error in your shipping address, it is essential to contact us promptly. However, please note that we may be unable to accommodate changes due to oversight on the part of the customer.

We sincerely apologise for the inconvenience caused by the delivery of your damaged item. While we take great care in packaging every order, we understand that some items, particularly fragile ones, may experience mishandling during transit with the carrier. Please accept our apologies for any inconvenience caused.

To assist you promptly, please email us at info@silcohaus.com with clear photos of the damaged item and your order number. We will ensure a replacement is promptly arranged for you.

Please be aware that scratches resulting from courier handling, particularly on steel furniture, may occasionally occur despite our best efforts and are beyond our control.

As such, we do not offer refunds or accept returns for items with minor scratches, as they do not affect the functionality of the item.

For items made of wood and steel materials, we recommend using a wood stain pen or scratch remover for steel, as scratches may naturally occur over time.

For all items that have arrived damaged or broken, please include the following in your email:
- Photos of the damaged item or Videos
- A photo of the shipping label you received
- Your order number

We appreciate your understanding and cooperation in this matter. Please don't hesitate to contact us if you have any further questions or concerns.

If you ordered multiple items, they may be sent separately to ensure that your new houseware is packaged in the safest way possible.

When they are dispatched separately, you can find the separate tracking numbers in your shipping confirmation email.

Feel free to reach out if you have any further questions. You can contact us at info@silcohaus.com.

In the event that you encounter any issues with parcel delivery, we recommend reaching out to the local carrier for assistance regarding the delivery status and potential delivery locations. Delivery drivers often aim to ensure safe delivery by placing parcels in inconspicuous areas around your home if you are unavailable.

However, if a package is lost in transit or not received despite being marked as delivered to the shipping address associated with the order, SILCO HAUS cannot be held liable for non-receipt or replacement of goods. Nevertheless, we are committed to assisting our customers in locating lost or missing parcels by facilitating the filing of a trace and claim with the respective carrier.

Please note that unclaimed or refused parcels may be subject to applicable return and restocking fees and will not be considered as canceled orders.

If you are still unable to locate your parcel or require further assistance, please don't hesitate to contact our customer service team at info@silcohaus.com. We will endeavor to assist you to the best of their ability in locating your order.

While your package is in transit, delays can occasionally occur due to various factors. If you notice a delay in tracking updates, rest assured that this is not uncommon and does not necessarily mean your package is lost. We kindly ask for your patience with the carrier, as delays are beyond our control. If you have any inquiries regarding the delay, please feel free to contact our team!

Please note that refunds and cancellations cannot be processed solely due to carrier delays while your order is in transit. Tracking delays may also occur with the carrier and customs when entering another country. Again, please be reassured that such delays do not indicate a lost package.

For furniture orders, please be aware that they are initially shipped via sea freight. Tracking updates will be provided once the shipment arrives at your local port and is received by your local carrier from the sea freight company.

As delays are outside of our control, we appreciate your understanding and patience. Should you have any questions or concerns regarding the delay, please don't hesitate to reach out to our team at info@silcohaus.com.

Product Support

We’re so sorry to hear that you’re experiencing some issue with it , but please don’t worry. If there is indeed a problem with the product, we guarantee that we will provide a solution as quickly as possible.

Sometimes, these issues can occur if the connectors get dislodged during shipping. Therefore, reconnecting them can often solve the problem.
To check if this is the case, please follow these steps:

  1. Rotate the chrome ring on the lamp body to open it.
  2. Remove the screw underneath and separate the glass part of the lamp from the base.
  3. Check the connections on the LED panel and try the lamp again.


If the problem persists, please record a video demonstrating the issue. In this video, we need you to show the following:

  1. Connect the lamp to a power outlet.
  2. Press the button on the lamp’s cable.
  3. Press the chrome ring on the lamp body to activate the lamp.


If the light doesn’t work, open the lamp body and show us that all connections are secure.

Make sure that all these steps are clearly visible in the video. This will help us quickly identify the problem. If the required details are not clearly shown, we might have to ask you for another video, which could delay the resolution. Therefore, we kindly ask you to capture all steps accurately and clearly.

After you send us the video at info@silcohaus.com, we will review it and provide you with a solution as quickly as possible. If necessary, we will send a replacement product with expedited shipping. However, we need to see everything clearly in the video to proceed.

Return & Replacement

For your confidence in every purchase, visit our detailed return policy. (https://silcohaus.com/pages/return-policy)

It covers eligibility, procedures, and return timelines.

If you have any further questions, feel free to reach out to our dedicated customer service team who will be more than happy to help you!

We sincerely apologise for the inconvenience caused by the delivery of your damaged item. While we take great care in packaging every order, we understand that some items, particularly fragile ones, may experience mishandling during transit with the carrier. Please accept our apologies for any inconvenience caused.

To assist you promptly, please email us at info@silcohaus.com with clear photos of the damaged item and your order number. We will ensure a replacement is promptly arranged for you.

Please be aware that scratches resulting from courier handling, particularly on steel furniture, may occasionally occur despite our best efforts and are beyond our control.

As such, we do not offer refunds or accept returns for items with minor scratches, as they do not affect the functionality of the item.

For items made of wood and steel materials, we recommend using a wood stain pen or scratch remover for steel, as scratches may naturally occur over time.

For all items that have arrived damaged or broken, please include the following in your email:
- Photos of the damaged item or Videos
- A photo of the shipping label you received
- Your order number

We appreciate your understanding and cooperation in this matter. Please don't hesitate to contact us if you have any further questions or concerns.

Partnership

Are you an artist or a brand that shares our passion for design? We welcome collaborations and product partnerships. 

Reach out to us at partners@silcohaus.com to explore opportunities to showcase and sell your products on our platform

This is a chance to feature your brand and products to a global audience of 10,000+ worldwide.

Absolutely! We're here to help!

Drop us a line at info@silcohaus.com, and let's make sure you're getting the greatest value possible.