At SILVIA LAGO, each piece is carefully crafted and individually prepared for you. We encourage clients to review product details, sizing, and selections thoroughly before completing a purchase.

EXCHANGES

First size exchange is free. If you wish to exchange an item, please contact us at info@silvialago.com within 14 days of receiving your order.

Following notification, we will send you a prepaid label, with instructions to arrange the pick up. Pack your order in the original packaging.

Exchanges are processed only after the original item has been returned, received, and approved following inspection.

RETURNS

STEP 1: CONTACT US

In accordance with EU consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order. To exercise this right, you must notify us in writing within this period to info@silvialago.com or fill the withdrawal form here.

STEP 2: RETURN SHIPPING

Following notification, we will send you a prepaid label, with instructions to arrange the pick up. Pack your order in the original packaging. The parcel must be shipped within 14 days since notifying us of the withdrawal.

The cost of return will be deducted from your total refund.

*If two or more items are returned in the same shipment, the cost of shipping will increase 50% for each item returned, for example two pairs of shoes.

**Import handling charges reflect mandatory customs and carrier fees applied when goods re-enter the country of origin. These are third-party charges outside our control.

STEP 3: REFUNDS

Once your return has been received and approved:

• Refunds are processed within 5–7 business days

• Return shipping costs, customs duties, import charges and local taxes are non-refundable. Standard outbound delivery charges will be refunded where required by applicable law.

• Refunds are issued to the original method of payment.

RETURN CONDITIONS

All items are subject to a careful inspection upon return.

To be eligible for a refund, items must be returned:

• In pristine, unworn condition

• With no visible signs of wear, use, or handling beyond initial try-on

• With all original packaging, dust bags, and accessories

We kindly ask clients to try shoes on a clean, soft indoor surface (carpeted) to preserve the integrity of the soles and materials.

We reserve the right to apply an appropriate reduction in refund to reflect any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and fit of the item.

Soles showing signs of outdoor wear or handling beyond what is necessary to assess fit may be subject to a reduction in refund reflecting the diminished value of the item. Make sure you try your shoes on carpeted surfaces to avoid any marks on the soles, as shown below.

NON-RETURNABLE ITEMS

The right of withdrawal does not apply to:

• Customized or personalized products. These pieces are created specifically for each client and are therefore final sale.

• For hygiene reasons, hair accessories are final sale.
  

FAULTY OR INCORRECT ITEMS

In the unlikely case that your order arrives faulty or damaged, please contact us promptly at info@silvialago.com.