Order cancellation policy
If you need to stop an order, write to us as soon as possible. Cancellation before dispatch and statutory withdrawal after delivery are related but distinct routes.
How to request cancellation
Write to concierge@sillage.ro with the email address used for the order, the order number and the pieces you wish to cancel.
A request is registered when it reaches us. Sending a request does not by itself confirm cancellation; we will reply with the order status and the available route.
Before an order is confirmed
A basket or unfinished checkout is not an order. It may be abandoned without a cancellation request and no payment will be taken.
If an authorisation is ever visible for an order that was not confirmed, contact us promptly so it can be investigated with the payment provider.
After confirmation, before dispatch
We will try to stop a confirmed order that has not entered dispatch. Cancellation is complete only when we confirm it in writing.
If fulfilment can no longer be stopped, you may refuse delivery where operationally possible or use the Returns & withdrawal procedure after receipt.
After dispatch
Once a parcel has been handed to the courier, an order may no longer be cancellable in transit. The statutory withdrawal route remains available for eligible distance purchases.
Hygiene-sealed products may be subject to the specific exception explained in Returns & withdrawal if the seal is removed after delivery.
If we cannot fulfil an order
We may cancel an order if a piece is unavailable, the price or product information contains a material error, payment is not authorised or delivery cannot lawfully be completed.
We will explain the reason and will not substitute another piece without your agreement. Your statutory rights remain unaffected.
Refund after cancellation
A payment captured for a successfully cancelled order will be returned using the original payment method unless another lawful method is expressly agreed.
We do not charge a cancellation fee. The time for the credit to appear can also depend on the payment provider or issuing bank.
