Shipping policy

Shipping Policy

At Silvinity Eyewear, we aim to process and deliver orders in a timely and reliable manner. Please read the following shipping terms carefully before placing an order.

1. Order Processing & Dispatch

Orders are processed after successful order confirmation and payment confirmation, where applicable.

Orders containing prescription/power lenses may require additional processing time as the lenses are custom-made according to the prescription confirmed for the order.

Once an order has been dispatched, tracking details may be shared with the customer through the available communication method.

2. Delivery Timeline

Orders are generally dispatched within 2 working days after the order is ready for shipment.

Delivery usually takes approximately 2–10 working days after dispatch, depending on the delivery location and courier partner.

Orders containing prescription/power lenses may require additional time for lens preparation before dispatch.

Delivery timelines are estimates and may be affected by factors including:

  • Delivery location
  • Courier/logistics partner
  • Public holidays
  • Weather conditions
  • Local restrictions
  • Operational disruptions
  • Other circumstances beyond our reasonable control

A delay caused by the courier or logistics provider does not automatically make an order eligible for cancellation or refund.

3. Shipping Charges

Applicable shipping charges, if any, will be displayed or communicated at the time of placing the order.

Shipping charges paid on an order are non-refundable, except where an error has been successfully verified to have been made by Silvinity Eyewear or where otherwise required under applicable law.

4. Delivery Information

Customers are responsible for providing complete and accurate delivery information, including:

  • Full name
  • Complete delivery address
  • Correct PIN code
  • Active contact number
  • Any other information required for successful delivery

Customers should carefully verify their delivery details before confirming an order.

Silvinity Eyewear will not be responsible for unsuccessful or incorrect delivery resulting from inaccurate or incomplete information provided by the customer.

If any correction to the delivery address or contact details is required, the customer should contact us as soon as possible. Changes may not be possible once the order has been dispatched.

5. Return-to-Origin (RTO)

An order may be returned to Silvinity Eyewear by the courier partner if delivery cannot be completed.

This may include:

  • Incorrect or incomplete delivery address
  • Incorrect contact details
  • Customer being unavailable
  • Customer refusing to accept the order
  • Failed delivery attempts
  • Inability of the courier partner to contact the customer
  • Customer cancellation or rejection through OTP verification
  • Other customer-related delivery issues

If an order is returned to us for any such reason, the applicable shipping and Return-to-Origin (RTO) charges will be borne by the customer.

If the customer requests the order to be shipped again, applicable re-shipment charges must be paid before the order is dispatched again.

If the order is otherwise eligible for a refund, applicable shipping and RTO charges will be deducted from the refundable amount.

6. OTP-Verified Cancellation or Rejection

If the courier partner’s records show that an order has been cancelled, rejected, or refused by the customer through OTP verification, the status recorded by the courier will be treated as a customer-initiated cancellation or rejection.

If the customer requests delivery of the order again after an OTP-verified cancellation or rejection, re-shipment charges will apply.

The applicable re-shipment charges must be paid before the order is dispatched again.

7. Re-Shipment

Re-shipment charges will be applicable where an order needs to be shipped again due to:

  • Incorrect or incomplete customer information
  • Failed delivery
  • Customer unavailability
  • Refusal of delivery
  • Return-to-Origin (RTO)
  • OTP-verified cancellation or rejection by the customer
  • Any other customer-related delivery issue

The applicable re-shipment charges must be paid before the order is dispatched again.

Where re-shipment is required because of an error successfully verified to have been made by Silvinity Eyewear, the applicable replacement shipment will be provided without additional charge.

8. Order Showing as Delivered but Not Received

If the courier tracking status shows an order as delivered but the customer has not received it, the customer must inform Silvinity Eyewear within 24 hours of receiving the delivery confirmation/message.

This allows us to raise the matter with the courier partner within their applicable investigation period.

Claims reported after 24 hours may not be eligible for investigation or resolution through the courier partner.

Customers should provide their order number and relevant delivery information when reporting such an issue.

9. OTP-Based Delivery

Certain shipments may use OTP verification as part of the delivery process.

Customers are responsible for:

  • Providing the correct contact number when placing an order.
  • Keeping the delivery OTP secure.
  • Sharing the delivery OTP only when receiving or completing the applicable delivery process.

If an order is delivered based on OTP verification to the contact details provided by the customer, Silvinity Eyewear will not be responsible for issues resulting from incorrect contact information provided by the customer.

Customers should not share their delivery OTP with any unauthorized person.

10. Tampered or Damaged Packages

If the outer package appears significantly opened, damaged, or tampered with at the time of delivery, customers are advised not to accept the package where refusal is possible.

If the package has already been accepted, a clear and continuous unboxing video should be recorded before opening the package further.

For damaged, defective, incorrect, or incomplete product claims, a proper unboxing video is mandatory as stated in our Return & Refund Policy.

11. Shipping Delays

Silvinity Eyewear works with third-party courier and logistics providers for deliveries.

While we aim to ensure timely delivery, delays may occasionally occur due to circumstances outside our reasonable control.

A delay by the courier or logistics provider does not automatically qualify an order for cancellation, return, or refund.

Where possible, our team will assist customers in raising applicable delivery concerns with the courier partner.

12. Lost or Misplaced Shipments

If a shipment is reported as lost or misplaced while in transit, Silvinity Eyewear will raise the matter with the applicable courier/logistics partner.

Any applicable replacement or resolution will be processed after the shipment status has been investigated and confirmed.

If the shipment is shown as delivered but has not been received, the 24-hour reporting requirement stated in this policy will apply.

13. Returns Related to Shipping

Damaged products, incorrect products, prescription-related claims, returns, replacements, and refunds are governed by our Return & Refund Policy.

Where a product needs to be returned, the applicable return shipping and re-shipment charges will be determined according to the Return & Refund Policy.

14. Customer Support

For shipping, delivery, tracking, RTO, or re-shipment concerns, please contact:

Silvinity Eyewear

Customer Support: 7607607771
Email: officially.silvinity@gmail.com

Please keep your order number and registered contact details available when contacting us regarding an order.