FAQ
DELIVERY
Which countries do you ship to?
At the moment we handle orders from Sweden, Norway, Great Britain and Germany. Should you wish to shop in another country, we will refer you to your local distributor.
What are the shipping costs?
We have a fixed shipping fee of SEK 49, but from SEK 499, shipping is free.
When will I receive my order?
We ship all orders within 2-4 business days. Orders are not shipped on weekends or public holidays.
My order is gone
Contact support@primus-silva.co.uk and we will help you.
Items are missing from my order
Please contact support@primus-silva.co.uk and we will help you.
I have not received an order confirmation
When you place an order, we automatically send out an order confirmation. If you haven't received it, check your junk mail or contact us at silvasales@silva.se and we will help you.
INVOICING ISSUES
What payment options do you have?
We use Shopify Pay and Klarna Checkout and refer to them for questions about which payment methods are supported. You can also add an item to the basket and go to checkout to see what options are available.
When is the money deducted if I use a credit card?
When you place an order, we reserve the amount on your card. The money is then deducted when the order has been shipped from our warehouse.
My order has been pulled twice
If you have just placed an order, it may be your bank that reserves an amount to ensure that you have money on the card. It is common for many banks to do this and it is usually released within 24-72 hours. Contact your bank if you still have problems with this.
When returning with Klarna invoice as payment method
If you wish to pause your invoice while you send in the return, it is done via Klarna. Log in to Klarna and go to the current purchase. There you click on "Report Return". Then your invoice is paused and does not need to be paid while the return is being processed. When we have received the return and registered it, you will receive an updated invoice from Klarna.
What should I do if there is a problem with my payment?
Please contact Klarna and they will help you.
Is it safe to shop at Silva.se?
Absolutely. All transactions are encrypted via Shopify or Klarna, and we therefore do not handle any bank details ourselves. No transaction fees are charged for purchases with VISA or Mastercard. You also have a 30-day free return if you regret your purchase and a comprehensive warranty of 2 years, compasses also have an extended warranty of 5 years.
ORDERING
Do I need to create an account to place an order?
No, you don't need an account. But you need to provide a valid email address and your contact details at checkout.
Has my order gone through?
An order confirmation is sent to your specified e-mail address after you place your order. You will also see a confirmation page after the order has gone through. If you do not receive an order confirmation, please check your junk mail or contact us at support@primus-silva.co.uk and we will help you.
How do I use my discount code?
When you have put your goods in the basket and gone to the checkout/checkout, you will see a field where you enter your discount code. Once you have applied the code, you will see that the prices are updated if the discount code is valid.
Can I supplement a placed order?
We process your order as soon as it is received. But if you get in touch immediately, there is a chance that we will have time to adjust it according to your wishes. Should you regret it, you always have a free return within 14 days. Get in touch at support@primus-silva.co.uk and we will help you.
When will I receive my goods?
We ship all orders within 2-4 business days. Orders are not shipped on weekends or public holidays.
My order is gone
Please contact support@primus-silva.co.uk and we will help you.
I have not received an order confirmation
When you place an order, we automatically send out an order confirmation. If you have not received it, please check your junk mail or contact us at support@primus-silva.co.uk and we will help you.
Items are missing from my order
Please contact support@primus-silva.co.uk and we will help you.
What are the shipping costs?
We have a fixed shipping fee of SEK 49. If you shop for at least SEK 499, shipping is free.
OUR PRODUCTS
The item I want is out of stock
If you are missing a product, please fill in the field on the product page to put yourself on the waiting list. You will then receive an email when the item is back in stock. You can also contact us at support@primus-silva.co.uk and we will help you with other questions.
How often do you replenish the stock?
We continuously replenish articles in the regular assortment, but keep in mind that outgoing articles in our Outlet are not replenished when they run out.
How do I find the right size?
The products that come in different sizes have a size guide. Should you still feel unsure, please contact us at support@primus-silva.co.uk and we will help you.
Which is my nearest dealer?
Contact us at support@primus-silva.co.uk and we will help you find the right one.