I want to make a purchase. Do I need a Super Silvex account?
No. You can purchase online without being registered. However, customer/client accounts enjoy the following benefits:
- Access an exclusive discount system per purchase levels. Track orders and access order history;
- Request an exchange or return directly with your account;
- Add your favourite items to your Wishlist and share it;
- Receive notifications for all online store news and promotions;
- Store your address and payment information for faster future purchases;
- Manage personal data and addresses in customer/client area.
How can I create a Super Silvex Account?
To create an account, click ‘Login / Register’ at the top menu and then click “Not registered?”. Complete all fields with required information and then click ‘Create Account’ to join the Super Silvex family.
How do I log into my account?
To log into your account, click ‘Login / Register’ on the top right-hand corner of the page and then click ‘Login’. Enter required data and access all Super Silvex benefits.
How can I recover my password?
To recover your password, click “Login” on the top right-hand corner and then click “Already a registered but forgot your password?”. Enter your email and you will receive a link on your email for resetting your password.
How can I cancel my register on Super Silvex?
You can cancel your register by contacting us here.
How can I make a purchase?
- On top menu, sort by category.
- You will see the list of products in each category. Click on your favourites and you will access its details, namely information about their specifications.
- Add selected product to cart. You may continue shopping or proceed to Checkout.
- To finalize your order:
- If registered: Log in using your account details
- If not registered: Click on “Create Register” or provide your details without registering.
- Check for accuracy of all given details, especially delivery address and contacts.
- Select payment method.
- You will receive an order confirmation email.
Can I cancel or change my order after placing it?
You will not be able to cancel or change an order online after placing it. For order cancellation, please contact us here.
Is buying at Super Silvex safe?
Yes. The security of your data matters to us. Silvex undertakes to protect all personal data from visitors and customers/clients based on the transmission of encrypted data via a secure HTTP with Digital Security Certificate.
What are the available payment methods?
You can pay using (VISA, MasterCard), PayPal, ATM.
My credit card was denied. Why?
You credit card may be denied for the following reasons:
- Your card is expired. Please check your card expiration date.
- You have reached your credit limit. Please contact your bank if you have not exceeded your credit limit.
- Entered data are incorrect. Please check for data accuracy in required fields.
- Card security measures are not active. You may need to activate security measures for online shopping with your bank.
3D Secure Payment
To ensure your shopping safety at Super Silvex, we have 3D Secure Payment service, which allows you to pay online with more security.
This is a free service that protects your transactions. When paying, after completing your card information, you’ll get a text message with a numeric code to authenticate your payment. With this measure we guarantee an additional security measure with American Express, Mastercard, Maestro and VISA.
If you don’t have this option available, we ask you to contact your bank.
Is it safe to use my credit card at Super Silvex?
Yes. Data are transferred via SSL-encrypted connections. Credit card payments require the CVV (Card Verification Value) which is a code printed on your card used as a security measure for online shopping.
I have a promotional code. How can I use it?
Promotional codes are used at checkout. Discounts will apply to your purchase after you have entered the code.
Please note that some codes cannot be used with other campaigns and that entering the code anyway may invalidate some of the discounts in force.
My code isn’t working. What can I do?
If your code isn’t working, please check:
- If you have entered the right code;
- If your code isn’t expired;
- If the articles you have selected are encompassed by the promotional campaign conditions.
If after checking the above points your code is still not working, please contact our order department to firstname.lastname@example.org. If possible, send us a screenshot of the error generated with the use of your code so we can identify the problem easily.
How long does delivery take?
When we receive orders, we make all efforts to prepare shipping for as soon as possible. In most cases, we can ship all orders with confirmed payment by 01:00 pm (GMT) of that same business day. Orders placed after 01:00 pm will be shipped on the next following day.
However, during the holidays, in case of stock failure or in the event of a high number of orders, we may take up to 48 h to handle your order. If this period is for some reason exceeded, we will contact you. Transportation times vary depending on addresses:
- Portugal Continental: from 1 to 3 business days after shipping.*
- Portugal – Madeira: from 6 to 15 business days after shipping.
- Portugal – Azores: from 6 to 15 business days after shipping.
*Excluding bank transfers which can take up to 10 business days, depending on your bank.
How much is shipping?
Shipping is free to Portugal (Mainland) and Islands for purchases from 20€. For purchases below 20€ shipping costs are 5€.
Shipping is free to Spain for purchases from 50€. For purchases below 50€ shipping costs are 5€.
Where can I receive my order?
You can receive your order at the address of your choice (home, work, relative’s house, etc.), anywhere in the world.
More and more people are choosing to receive their orders at their workplace as this is the best way to ensure that there is always someone available to receive your super items.
Can the shipping address differ from the invoicing address?
Yes. You may enter that information at checkout. Please note that shipping costs are estimated according to destination country and not to invoicing country.
How can I track my order?
Once your order is shipped you will receive an email with a tracking code so you can monitor your order status at the carrier website.
You can also track your order by accessing your personal area in the “Orders” section.
My order hasn’t arrived. What should I do?
To ensure that your order is delivered, make sure someone is at delivery address between 09:00 am and 06:00 pm to receive your package.
In case your package hasn’t arrived within the established period (business days), please contact us to email@example.com to schedule a new deliver at an address of your choice.
What’s the time period for returns/exchanges?
You can return or exchange item(s) within 15 days from the date of sending confirmation.
For manufacture defects, shipping costs are borne by Silvex*.
*Free for first collection. Whenever item(s) cannot be collected at described address because there is no one there, customers/clients are responsible for paying further shipping costs (5€).
What are the exchange conditions?
Silvex has the right to refuse to make requested returns or return items that were not sent within the above period or return products that are not in the same conditions they were when they were shipped.
All articles for return or exchange must be delivered in their original packages, in the same conditions they were when they were sent and must be accompanied by a copy of the invoice.
Silvex checks all products for optimal condition before sending them. All products sold with any type of defect, in poor conditions or that do not match the order can be returned. Customers/clients can also change their mind and return products that they no longer wish to have bought. In this case, items must be returned in perfect condition inside their original packages.
How can I make a return?
To return a package online:
- Log in;
- Go to “Orders”;
- Select corresponding order;
• Click Return/Exchange and follow described steps.
After receiving the article, Silvex will ensure that the product is in optimal condition and, if so, will exchange it for the requested product or proceed to refund corresponding purchase amount via the same method used for payment.
- Additional questions?