FAQS
Products & Qualitie
What materials your products uses?
We use nylon and spandex as materials, which can give you a silky soft naked feel while protecting your muscles and skin during exercise.
Can I use the washing machine and spin-dry/stoving your products?
In order to give users the best experience, we use the highest quality materials on the market to make our products. So to prolong the life of the product, we recommend hand washing for all products.
How is the quality of your tops?
All our products have been carefully selected for fabrics, so you don't have to worry about the tops falling off or pilling after wearing them for a long time.
Order & Payment
What methods of payment are accepted?
We accept Paypal and all major credit/debit cards such as: Visa, MasterCard, American Express, etc…
Why do my payments fail at checkouts?
If you have trouble paying via credit card: Please check your card information to make sure they are correct, including the expiration date, cardholder name, security code as well as billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In the case that your payment is still refused, we suggest trying a different card or payment method.
Maybe you can change your network and browser and try again, the network status is also a factor that affects the payment.
If the above instructions fail please contact your bank or contact us with as much detail along with the error messages. so that we may assist you.
How do I change/modify my order?
If you discover an error in your order after payment, please contact our customer service by sending an email to info@sialois.com.
*Please note that we can help you to change the size, removing an item, changing your shipping address before shipment. Once your package is shipped, we will not be able to change the order for you.
How do I cancel my order and get a refund?
Sialois provides a 14-day warranty on all products except final sales. Exchanges and Refunds will be accepted within 7 days of your original receipt of the order. Beyond 7 days ONLY EXCHANGES will be accepted within 14 days of the original receipt of the order.
Please see the specific terms on our Return & Exchange policy.
If you decide to abandon an order just after the payment, please contact our customer service as soon as possible before the package being ship out.
SHIPPING & DELIVERY
How much is the shipping cost?
We offer a variety of shipping methods, including free shipping and express delivery.
Free shipping: $0!
You don't need to pay any express delivery fees, all products in the store support free shipping.
Express delivery: $5.99!
You need to pay an express delivery fee of $5.99, and it usually takes 2-7 working days to deliver!
How long does shipping take?
For US domestic orders we offer standard shipping (5-7 business days), and Express shipping (2-5 business days). Please note shipping times are estimates. And the time starts counting from the time of shipping out.
We cannot guarantee delivery times due to inclement weather, customs, and other factors outside the control of Sialois.
How do I track my order?
Once you have received your shipping confirmation e-mail containing the waybill tracking number, kindly visit the tracking website here for updates. Simply enter your waybill tracking ID in the field to check the status. Please allow 24 hours after you have received the shipping confirmation e-mail for the status to be updated.
My address is wrong, what can I do?
If your address is wrong, you can contact us to change the address before shipment so that we can change the address for you before shipment.
Email: info@sialois.com
When will my order be processed?
Orders ship out from Sialois within 24 hours from when the order is processed. Orders placed during the weekend are processed and shipped on the following business day. During high volume periods, the processing time may increase.
I placed an order, but I never received a confirmation e-mail and tracking number.
You should have received a confirmation e-mail instantly after placing an order. A shipping e-mail should also follow as soon as we finish processing your order. If you did not receive an email from Sialois at all within a few hours of placing your order, please check your Spam folder. It is also possible that you entered the wrong e-mail address or it was misspelled when you checked out.
Why the tracking number shows delivered, but I didn’t receive the package?
Please keep an eye on your package status and pick up the package as soon as possible when it delivers to your address. If you do not receive the packages,
1. Please wait 36 hours for the actual delivery of the packages, sometimes the information online would be earlier than the actual delivery.
2. Ask your family members or your neighbors to check if they received them for you.
3. Check your surveillance camera to see if someone took it without informing you.
4.Check all the properties surrounding your address to see if the package delivers there.
Please note that we won't accept any missing package issue without proof or evidence from the local post office.
RETURN & EXCHANGE
Am I eligible for returns?
Sialois provides a 30-day warranty on all products except items from FINAL SALES/FLASH SALES/BFCM SALES/FREE GIFT. Exchanges and Refunds will be accepted within 14 days of your original receipt of the order. Beyond 14 days ONLY EXCHANGES will be accepted within 30 days of the original receipt of the order.
Please note that all orders could be only exchange/return once time.
Below are the requirements for us to accept your return request:
All return items must be unused and undamaged. Washing or altering the item/s in any way is considered damaging. We suggest wearing it over other pieces of clothing when you are trying it on for the first time to avoid stains and damage.
It must be returned in original condition, complete with its hang tag and sanitary strip
What is the return process?
1. Please contact our customer service here with your order number and products photos: info@sialois.com.
2. Please allow 1-2 business days for our team to process and approve your return request.
3. Once your request has been approved, you will receive an email containing the return address, the return authorization number, and other pertinent details.
Ship the item/s back to the address stated.
4. Once we've received the item/s, we will send you an email updating you of their status.
5. After we've checked the item/s and it has passed our quality control, we will process the refund immediately. The refund money will be transfer back to your original account within 2-7 business days due to the efficiency of different banks.
Note: The shipping fee you paid for the order/ The shipping fee we paid for the free-shipping order /The shipping fee of the return package will not be refunded.
Note: Sialois cannot be held liable for missing shipments if you waive the signature requirement as the logistics provider is outside of our control. We also recommend keeping the Tracking ID should issues arise.
Item/s returned without a return request number will not be accepted and will be returned to you at your cost..
Do I have to return the whole order?
No, you only need to return the items you wish to be return.
Where do I send my returns?
We will send you the exact address in an email once we have approved your return request.
How long does the return process take?
The approval, checking and crediting process from our team will only take 3-5 business days in total. The duration and length of time for this will largely depend on your chosen return shipping method. Using standard postal mail will usually delay this process to around 1 month.
Frequently asked question
Share details about your shipping policies, item returns, or customer service.
How long it take to process a refund?
Once agreed, refunds will be processed promptly using the same method as the original payment. Please allow up to 14 days (but usually it's quicker). If you require a Credit Note for your accounts please mention this so we can email it to you.
* Note: The shipping fee you paid for the order/ The shipping fee we paid for the free-shipping order /The shipping fee of the return package will not be refunded.
I want to change sizes. Will you shoulder the fees?
Unfortunately, unless the item is defective, we cannot shoulder any fees.
The whole team strives to answer all sizing inquiries, so please don't hesitate to send us a message. We'll try our best to go beyond the size guide and recommend the best fit for you. E-mail us at info@sialois.com.
My Items are damaged or faulty, what can I do?
All of our styles are inspected before being shipped to ensure the highest quality garments are being sent to you. In the unlikely event that items are faulty, contact us info@sialois.com within 7 days of receipt. Please include images showing the faulty/damaged product. We'll make sure to sort out the problem quickly.