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Insurances + Medicare +
FSA/HSA
Reimbursement Guide
Download PDF guide👇
SIIL Belts and SIIL Wraps Covered by insurances, Medicare and FSH/HSA.
Shipping & Returns
Policy
RETURNS & EXCHANGES
Manage your return or size exchange
Go straight to the form or check the status of an existing request.
Worldwide Shipping with SIIL
Shipping Information
At SIIL Ostomy, we provide reliable shipping options for customers in the United States, Europe, and Spain. Explore the details below for shipping costs and delivery times.
| Region | Free Shipping Threshold | Delivery Time (Standard) | Delivery Time (Express) |
|---|---|---|---|
| United States | Orders over $100 | 3–5 working days | 1–3 working days |
| Europe (EU & listed countries)* | Orders over €100 | 3–5 working days | 1–3 working days |
| United Kingdom | Orders over £100 | 3–5 working days | 1–3 working days |
| Spain (Peninsula & Balearic Islands)* | Orders over €100 | – | 24–48 h |
* Eligible European Countries: Portugal, France, Germany, Italy, Belgium, Netherlands, Austria, Denmark, Greece, Ireland, Luxembourg, Sweden, Bulgaria, Croatia, Hungary, Monaco, Poland, Czech Republic, Switzerland, Andorra, Cyprus, Slovenia, Estonia, Finland, Iceland, Latvia, Lithuania, Malta, Serbia, Turkey. Additional customs/import fees may apply.
* Additional Charges for Canary Islands, Ceuta, and Melilla: Shipments to these regions incur additional customs and/or import fees on top of your order total and shipping costs set by SIIL Ostomy:
- Canary Islands: Approx. 18€ DUA + 7% IGIC
- Ceuta and Melilla: Approx. 18€ DUA + 7% (clothing), 18€ DUA + 10% (footwear)
How we work
Order and Delivery Process
- Order Confirmation: After payment, you’ll receive an email with order details. Check your Spam folder if it’s missing, or contact hola@siilostomy.com.
- Shipping Notification: Once shipped, you’ll get an email with tracking details.
- Tracking Your Order: Log in to “My Orders” on your SIIL Ostomy account. “Prepared” status means it’s on its way.
- Not Received Your Order? If it’s late, email hola@siilostomy.com with your full name, order number, and order date.
RETURNS: Time Limit and Conditions
- Time limit: request a return or exchange within 30 calendar days of delivery.
- Condition: you may check the fit carefully. The item must arrive clean and in good condition, without stains, tears, damage or excessive wear/use that prevents acceptance.
- Hygiene: keep the hygienic protector intact on panties, bodysuits and swimwear. This does not block a claim for a faulty or incorrect item.
Return Fees and Refund Timing
The returns portal shows any applicable return-label fee before you confirm. After we receive and review the return, an approved refund is processed within up to 10 business days.
If an item arrives with stains, tears, damage or excessive wear/use that prevents acceptance, we may reject the return after inspection. We do not impose an automatic restocking percentage or require store credit.
Return Reasons Policy
Choose the most accurate reason in the returns portal. It lets us review customer-choice returns, shipping issues and product faults fairly, and shows the applicable next steps and fees before confirmation.
Fault (Product Issue)
(We cover these fully. No deductions apply.)
Defective stitching / does not hold properly
Broken or malfunctioning zipper, clasp, or Velcro
Fabric damaged upon arrival (holes, tears, stains)
Wrong cut or sewing defect
Elastic does not work / no support
Tarnished or unacceptable condition
Missing promised accessories (e.g., protectors included in bundle)
Seller Responsibility
(We cover these fully. No deductions apply.)
Wrong item sent (different size, color, or style than ordered)
Extra item sent by mistake
Missing parts (e.g., protector missing from a bundle)
Item looks different from website description/photos
Customer Responsibility
- Customer-choice reasons can include size, colour, style, fabric, fit, an accidental order or no longer needing the item.
- The portal shows the applicable return-label fee before confirmation. The item may be tried on carefully and must arrive clean and in good condition.
How to Return a Product
- Start your return in the portal. It shows any applicable return-label fee before you confirm.
- Shipping and customs: follow the portal and carrier instructions. For returns from outside the EU, pay any required duties in advance to avoid refusal of the parcel.
- If you prefer personal help, email hola@siilostomy.com.
How to Make a Size Change
- Request a size exchange in the portal. It shows any applicable return-label fee before you confirm.
- Once we receive and review the returned item, we send the new size if it is in stock. The first outbound shipment of the new size is free.
- You may check the fit carefully; the item must arrive clean and in good condition.
How to Exchange a Defective Product
- Report a faulty or incorrect item in the portal. Add a description and any available photos.
- We will review the issue and provide the next steps. Hygiene restrictions do not block faulty or incorrect-item claims.
Important Return Conditions
Faulty or not-as-described items are reviewed without deductions caused by customer choice. Hygiene restrictions do not block these claims.
For every return, the item must arrive clean and in good condition. Stains, tears, damage or excessive wear/use that prevents acceptance may lead us to reject it after inspection.
1 free size exchange per order — we ship the new size free. A return label fee applies when you send the original item back. Start a return or exchange