Shipping & Returns
Shipping
What is the price and delivery time of my order?
UNITED STATES
- Free Shipping: Enjoy free shipping on orders of 100€ or more.
- Standard Shipping: For orders under 100€, shipping costs are calculated based on your destination and the weight of your items.
- Delivery Time:
- Standard: Approximately 7–14 working days from order confirmation.
- Express: Approximately 4–6 working days.
EUROPE
- Free Shipping: Enjoy free shipping on orders of 100€ or more to countries within the European Union and the nearby countries listed*.
- Standard Shipping: For orders below 100€, shipping costs are calculated according to your destination and the weight of your items.
- Delivery Time:
- Standard: Approximately 5–14 working days from order confirmation.
- Express: Approximately 4–6 working days.
SPAIN PENINSULA & BALEARIC ISLANDS
- Free Shipping: Enjoy free shipping on orders of 40€ or more.
- Standard Shipping: For orders below 40€, shipping costs are calculated based on your destination and the weight of your items.
- Special Note: For shipments to the Canary Islands, Ceuta, or Melilla, the standard shipping rate will be calculated automatically when you enter your address.
- Delivery Time: Approximately 1–3 working days from order confirmation.
* Eligible European Countries: Portugal, France, Germany, Italy, Belgium, Netherlands, Austria, Denmark, Greece, Ireland, Luxembourg, Sweden, Bulgaria, Croatia, Hungary, Monaco, Poland, Czech Republic, Switzerland, Norway, Andorra, Cyprus, Slovenia, Estonia, Finland, Iceland, Latvia, Lithuania, Malta, Serbia, Turkey, Russia.
Additional Charges for Shipments to the Canary Islands, Ceuta, and Melilla
Please note that shipments to these regions will incur additional customs and/or import fees on top of your order total and the shipping costs set by Scalpers.
Canary Islands:
- Approximate fee: 18€ DUA + 7% IGIC
Ceuta and Melilla:
- Approximate fee: 18€ DUA + 7% (for clothing)
- Approximate fee: 18€ DUA + 10% (for footwear)
Important: Customers are responsible for these additional customs and import charges.
Order Confirmation & Delivery Information
Order Confirmation:
Once your payment is completed, you’ll receive an email with your order details.
If you don’t receive it:- Check your Spam folder.
- Still missing it? Please contact us at hola@siilostomy.com.
Shipping Notifications:
- After your order is confirmed, you’ll receive a confirmation email.
- When your order is shipped, you’ll get another email with delivery details and tracking information.
Not Received Your Order?
If your order hasn’t arrived within the expected delivery time, please reach out to our customer service at hola@siilostomy.com. Include your full name, order number, and order date, and we’ll assist you as soon as possible.Track Your Order Online:
If you have a SIIL Ostomy account, log in to My Orders to check your order status.- Note: “Prepared” means your order has left our warehouse and will be delivered in the coming days.
Exchanges and returns
Return & Exchange Time Limit and Conditions
Time Limit:
You have 14 calendar days from the receipt of your order to request a return or exchange.Non-Returnable Items:
For hygiene reasons, we cannot accept returns on:- Panties
- Bodysuits
- Bands
- Ostomy belts
For swimwear (e.g., women’s swimsuits and bikinis), only size exchanges will be accepted.
Product Condition Requirements:
To be eligible for a return or exchange, the SIIL product must be in the same condition as when you received it:- No visible signs of use
- Correctly labeled
- In its original packaging
- For items with a hygienic protector (such as swimwear), the protector must remain intact
Any item not meeting these conditions will not be eligible for return or exchange.
How to return a product
Contact:
If you need to initiate a return from any country other than Spain, please email us at:
hola@siilostomy.com
Non-Returnable Items:
Due to hygiene standards, the following items cannot be returned:
- Panties
- Bodysuits
- Bands
- Ostomy belts
For swimwear (including women’s swimsuits and bikinis), size exchanges are only possible if the hygienic protector has not been removed from the garment.
Return Conditions:
- All returned products must be in perfect, unused condition.
- For swimwear, the hygienic protector must remain intact.
Shipping Costs:
Return shipping costs are the responsibility of the customer.
Customs Information:
If you are located in a country that requires customs duties (outside the European Union, including French overseas departments and territories), please be sure to pay these fees in advance. Our logistics partner is not authorized to pay customs fees upon delivery. Any package requiring payment will be refused and returned to the sender.
How to make a size change
Contact:
For size exchanges from any country other than Spain, please email us at:
hola@siilostomy.com
Procedure:
Once we receive your inquiry, we will provide you with detailed instructions on how to proceed with your size exchange.
Product Condition:
- All items must be in perfect, unused condition.
- For swimwear, the hygienic protector must remain intact and must not have been removed.
Shipping Costs:
Return shipping costs are the responsibility of the customer.
How to exchange a defective product
Defective Product Policy
If you receive a product with a manufacturing defect, please contact us immediately at hola@siilostomy.com. In your email, include:
- A detailed description of the manufacturing error.
- A clear photograph showing the defect.
Once we receive your email, we will review the issue and provide you with the steps to follow.
