FAQs

1. Ordering, payment, shipping

Order confirmation
When you have successfully completed your order, you will receive an order confirmation sent to the email address you provided. Your order is confirmed once Silhouette International Schmied AG sends the shipping confirmation.

Please check your spam folder if you don’t receive your shipping confirmation in your inbox.

Different delivery address
You may specify a delivery address that is different from your billing address. We are happy to send your products to a different delivery address. During checkout, enter the delivery address of your choice and select whether the billing address is different from the delivery address. Please note: the delivery address must be located in your country.

Payment

  • Credit card
    When you pay by credit card, you will be asked to enter your credit card details during the checkout process. Your details will be transmitted to us securely using SSL encryption. The payment transaction is automatically carried out by the credit card company. Next, your credit card will be debited immediately and we will process your order.

  • PayPal
    If you choose this payment option, you will be redirected to PayPal during the checkout process. If you are an existing PayPal customer, simply sign in with your login details and pay. If you do not have a PayPal account, you can sign up as a guest or create a new account. PayPal’s buyer protection ensures secure payment. If anything goes wrong, you will get your money back.
    Once your order is complete, the payment will immediately be charged to the bank account linked with your PayPal account. This has the benefit of making the order process extra fast, and in many cases the ordered products will be sent to you on the same day (if they are in stock).

  • Direct bank transfer
    If you opt to pay by bank transfer, you will be redirected to the website of the online payment provider SOFORT GmbH. If you choose this payment method, you will need an online bank account authorized for direct payments using PIN/TAN authentication.
    Once we receive payment confirmation from Klarna, we will officially accept and start processing your order (thereby concluding the contract between us).

Delivery times
Most of the products on offer are in stock. They will be shipped immediately and you will receive them within five (5) business days.

If your product is not in stock, we will do our best to send it to you as soon as possible. If that is the case, we will inform you in a separate email.

Delivery status
If you have created a customer account, you can check your current delivery status by logging in.

Invoice
The invoice will be included with the package. If your billing address is different from your delivery address, the invoice will be sent to your billing address in the post.

Tracking a shipment
As soon as your order leaves our warehouse, you will receive an email with a shipping confirmation and tracking code.

Shipment and shipping costs
Currently we only ship to Austria. Delivery is free, regardless of the order value. This also applies to any returns.

Purchasing optical eyewear
Optical eyewear can only be purchased through our partner opticians. Currently, only sunglasses without optical lenses are for sale online. Use the retailer search function on our website to find partner opticians.

2. Complaints, returns, exchanges

Returns and refunds
You will find a returns label included in your package, and if this gets lost for any reason you can request a new one from customer services. You do not have to pay any shipping costs when returning an item.

If you withdraw from a contract (your order) or return products, all corresponding payments received from you will be reimbursed within fourteen (14) days after we receive notification/the products, and via the same payment method used to place the original order (unless otherwise agreed).

Please try to avoid damaging or dirtying the goods and, if possible, return them in their original packaging including all accessory parts (with any protective packaging). If you no longer possess the original packaging, your right of withdrawal remains unaffected. In this case, please pack your item suitably to give it adequate protection from damage during transport.

Right of withdrawal
You may withdraw from a contract already concluded within thirty (30) days without giving any reason. The period shall start as soon as you or a third party named by you (other than the carrier) has taken possession of the last good of the order. In order to exercise your right of withdrawal, please send an express declaration (e.g. postal letter or e-mail) to the contact address listed under point 10 or use the provided withdrawal form. In order to exercise your right, it is sufficient that you send such a declaration before the expiry of the revocation period.

Service and customer care
Our customer services are available 8 a.m. to 8 p.m. from Monday to Friday, and 9 a.m. to 12 noon on Saturdays on the following email addresses:
Austria: at.silhouette.service@silhouette-international.com

3. Personal data

Data protection
Please read our privacy policy for more information about data protection.

Customer account
At Login, you can create a customer account which will store your details, so you won’t have to enter them again for future purchases. Once you have created your customer account, you will be able to access it at any time by entering your email address and personal password.

Registration is not obligatory – you can also make your purchase as a ‘guest’.

4. Manufacture and products

Product features
All our Silhouette eyewear is delivered with a cleaning cloth and matching case.

Made in Austria
Our products stand for quality and design, with a tradition of Austrian craftsmanship since 1964.

Questions about your Silhouette

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