Question 1

WHAT IS THE VALUE OF THE POSTAGE

Accepted Answer

– Mainland Portugal and Islands: €8
 – EU countries: €10
 – USA and Canada: €12
 – Rest of the world: €14

Question 2

WHICH SIZE SHOULD I CHOOSE?

Accepted Answer

For more information on sizes, please go to the Size Guide page.

Question 3

TO WHICH COUNTRIES DO YOU SHIP?

Accepted Answer

We ship worldwide.

Question 4

IF I HAVE PRE-ORDERED AN ITEM, WHEN WILL IT BE DISPATCHED?

Accepted Answer

Pre-orders will be taken after payment and delivery is expected to take between 3 and 4 weeks. However, we will let you know when it is ready to be dispatched as there may be delays with our suppliers which are beyond our control. Please send us a message so that we can give you a precise date.

Question 5

HOW LONG DOES IT TAKE TO RECEIVE MY PARCEL?

Accepted Answer

The order is packed and dispatched by our team within 1 to 2 working days.
Orders for Portugal are delivered to the customer's address within 1 to 5 working days, depending on the destination of the order.
Outside Portugal, and depending on the destination, it can take between 5 and 20 working days.
Delivery delays can also occur due to customs problems or unforeseen events at the post office, which are beyond our distribution process.

Question 6

HOW CAN I PAY?

Accepted Answer

You can find all the payment methods at the checkout.

Question 7

MY ORDER HAS NOT ARRIVED YET. HOW CAN I FIND IT?

Accepted Answer

Once your order has been shipped, we will send you a tracking code.You can track your package at CTT.

Question 8

ARE RETURNS FREE?

Accepted Answer

Shipping costs are NOT covered or reimbursed by us. However, if you request an EXCHANGE, we will discount the amount you paid for the return purchase.
Before purchasing another item, please contact us.
For a size / style EXCHANGE - In most cases we will not have stock, but depending on the item, it may be produced for you.
Please contact us to check whether or not the item can be reproduced if it is not in stock.
If you are returning a faulty item for a REFUND and it is deemed faulty by us, we will refund you the next working day.

Question 9

DO I NEED AN ACCOUNT TO MAKE A PURCHASE?

Accepted Answer

No, but by creating an account you have the advantage that when you want to make a new purchase your shipping address will be entered automatically, saving you time. You can also track past and current orders.

Question 10

WHEN WILL YOU RESTOCK ITEMS THAT ARE OUT OF STOCK?

Accepted Answer

All Roselyn Silva pieces are produced in limited numbers and are not restocked. We want to ensure that every piece you buy is special. We suggest you sign up for our newsletter to be the first to know about news and special offers.

Question 11

HOW CAN I MAKE A CUSTOMIZED PIECE?

Accepted Answer

You can get in touch with us on the  Made by Measure page and fill out the form so that we can schedule a visit to our space.

FAQ