Shipping & Returns
Policy
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
|
100 USD or more
|
3–5 working days
|
2–3 working days
|
|
Europe (EU & listed countries)*
|
100€ or more
|
-
|
4–6 working days
|
|
Spain (Peninsula & Balearic Islands)*
|
40€ or more
|
-
|
1–3 working days
|
| Region | Free Shipping Threshold | Delivery Time (Standard) | Delivery Time (Express) |
|---|---|---|---|
| United States | 100€ or more | 3–5 working days | 2–3 working days |
| Europe (EU & listed countries)* | 100€ or more | – | 4–6 working days |
| Spain (Peninsula & Balearic Islands)* | 40€ or more | – | 1–3 working days |
* 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 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: 14 calendar days from receipt to request a return or exchange.
- Non-Returnable Items: Panties, bodysuits, bands, ostomy belts, Swimwear but you maybe eligible for size exchanges (VIA STORE CREDITS) only if the hygienic protector is intact.
- Condition Requirements: Items must be unused, labeled, in original packaging, with hygienic protectors intact (for swimwear).
Restocking & Disposal Fee Policy
Returned items are subject to a restocking/disposal fee of 10%, depending on the condition of the returned product you maybe charge up to 50% if the return is heavily damaged (wrinkled, used, worn out or any visible defect, and odor)
This deduction covers inspection, processing, and safe handling, and applies when the item cannot be resold as new.
If you prefer a voucher (store credit), you will receive 100% of the value, with no deductions.
Shipping costs remain non-refundable.
Return Reasons Policy
When you request a return, please choose the most accurate reason.
This helps us process your return fairly and transparently.
Responsibility is divided into Customer, Seller, or Fault (Product Issue)
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
(Refund subject to 10% disposal/restocking fee, depending on condition but if you return the product defective 50% recovery fee maybe applied, 100% refund available as store voucher.)
Ordered the wrong size (too large / too small)
Chose the wrong color or style
Didn’t like the fabric feel
Fabric not as expected (thickness, elasticity, texture)
Fit not comfortable (too tight, too loose, wrong cut)
No longer needed or wanted
Accidental order
Found a better price elsewhere
No reason given
How to Return a Product
- Email hola@siilostomy.com to start a return (for countries other than Spain).
- Shipping Costs: Return shipping is your responsibility.
- Customs: For non-EU countries, pay customs duties in advance to avoid package refusal.
How to Make a Size Change
- Email hola@siilostomy.com for instructions (for countries other than Spain).
- Items must be unused, in perfect condition, with hygienic protectors intact (for swimwear).
- Shipping Costs: Return shipping is your responsibility.
How to Exchange a Defective Product
- Email hola@siilostomy.com with a description and photo of the defect.
- We’ll review and provide next steps.
⚖️ Legal alignment note (EU/UK/US)
Any defective or not-as-described garment must always be refunded/replaced in full (no deductions).
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For hygiene reasons, returned garments must be unworn and in original condition (except when defective).
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Restocking/disposal fee (10–50%) is only applied when the return is due to customer choice (wrong size, unwanted, fabric not liked, etc.).
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Offering a 100% voucher option makes the policy more consumer-friendly and helps retention.
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