Shipping policy

Last updated: November 12, 2026

Thank you for shopping with Silence. This policy explains how we ship your order, what it costs, and what to expect after you buy.

Order Processing

All orders are fulfilled and shipped through our fulfillment partner, Gelato. Production and fulfillment times vary by product, destination, stock availability, and production capacity.

Gelato aims to produce orders close to their delivery destination, but production may take place in another country depending on availability, capacity, and logistics. We do not promise that every order is produced or shipped from the Netherlands.

You'll receive a confirmation email with tracking as soon as your order ships, if the shipping method supports it.

Shipping Methods & Delivery Times

Gelato's estimated delivery dates include both production and fulfillment time and shipping time. Estimates vary by product, production location, destination, order size, production capacity, and shipping method. Carrier delays and customs processing can also affect delivery. Please contact us for an estimate for your specific product and destination if one is not displayed before purchase.

Separate shipments

Orders containing multiple products may be produced at different locations and sent in separate packages. Packages may arrive on different dates. Tracking information, where available, may be provided separately for each shipment.

Shipping costs

Silence offers automatic free shipping on orders with a merchandise subtotal of €55 or more after applicable discounts, excluding taxes and shipping charges. No discount code is required. The offer applies to all customers, all destinations we ship to, and all available shipping options, with no maximum shipping-price exclusion. For orders below €55, available shipping charges are displayed at checkout before you place your order.

Qualifying orders remain free to ship even if Gelato sends the items in separate packages. Silence covers the fulfillment and delivery costs of this free-shipping offer.

Additional delivery and import charges

For orders qualifying for free shipping at €55 or more, Silence covers any additional delivery charges, customs duties, import taxes, and carrier brokerage or handling fees associated with delivering your order. These extra charges will not be passed on to you.

If a carrier or customs authority requests payment for a qualifying order, contact Silence at alessandro.florijn@outlook.com with your order number and a copy of the payment notice so we can arrange payment. If you have already paid an applicable charge, send us the receipt so we can reimburse it. Customs processing may still affect delivery times.

Order Tracking

Once your order ships, we'll email you a confirmation with tracking information if your shipping method supports it. Not all shipping methods include tracking. Tracking links may not become active until the order has been produced and shipped, and carrier updates may take time to appear.

Shipping destinations

Shipping is available to the destinations offered at checkout for your order. The free-shipping discount applies to all supported destinations; it does not make delivery available to a destination or product that cannot otherwise be shipped. Please contact us before ordering if you are unsure whether we can deliver to your address.

International orders may undergo customs processing, which can affect delivery times. For orders qualifying for free shipping at €55 or more, Silence covers additional delivery and import charges as described above.

Address accuracy

Please check that your shipping address is complete and accurate at checkout. If you notice an error, contact Silence as soon as possible. Gelato restricts address changes once production starts and does not support changing the destination country on an existing order. We will check whether a correction is still possible before confirming it.

Lost, damaged, or delayed packages

If your order is lost, damaged, or delayed, contact Silence at alessandro.florijn@outlook.com with your order number and a description of the issue. We will investigate with Gelato and the delivery carrier. For damaged items, please include clear photos of the item, its packaging, and the shipping label so we can report the issue to Gelato.

If an order is overdue, please check the tracking information, confirm the delivery address, and check with your local carrier or pickup point. International tracking can have gaps during customs clearance. Let Silence know promptly so we can investigate with Gelato. Please also contact us about incorrect items, missing quantities, or print-quality problems, with your order number, a description, and clear photos where relevant.

Delivery issues and returns

Contact Silence if a parcel is unclaimed, refused, or returned to sender so we can check its status with Gelato. Gelato does not provide a customer return address. Please contact us for return instructions rather than sending items to a production facility. See our return and refund policy for return information.

Order Changes & Cancellations

Need to change or cancel your order? Contact us as soon as possible so we can check the order's production and shipping status with Gelato. Production can begin quickly. Gelato's options for stopping or changing production depend on the order status, and printed orders can no longer be cancelled or modified through its fulfillment process. Please do not assume that a change or cancellation has been made until we confirm it. See our return and refund policy for refund information.

Questions?

Contact our team at alessandro.florijn@outlook.com or use the contact details in our contact information policy.