FAQ’s

Shipping

How long does delivery take?

Orders within Nairobi are typically delivered within 24 hours after payment confirmation. Deliveries to other parts of Kenya usually take 1–3 business days, while international orders generally arrive within 3–7 business days, depending on the destination and customs processing.

How much does shipping cost?

Delivery charges vary depending on your location and will be calculated and displayed during checkout before you complete your purchase.

Can I track my order?

Once your order has been processed and dispatched, you’ll receive confirmation and shipping updates where applicable. For delivery enquiries, please contact us at silzapparel@gmail.com.

Returns and Refunds

Can I return or exchange my underwear?

We accept returns within [Insert Timeframe, e.g., 30 days] of delivery. Items must be in their original condition with tags attached. For more details, visit our Return Policy page.

What if I receive a damaged or incorrect item?

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with your order number and clear photos of the product so we can assist you.

When am I eligible for a refund?

Refunds or exchanges may be approved for unworn, unwashed items returned within 7 days of delivery with their original tags, packaging, and proof of purchase. Approved refunds are issued through the original payment method.

Payments

When is my order confirmed?

Your order is confirmed once successful payment has been received and an order confirmation has been issued.

What payment methods do you accept?

We accept secure payment methods available during checkout. All payments are processed through our authorized payment service providers for your security.

What happens if an item becomes unavailable?

If a product becomes unavailable after you’ve placed an order, we’ll contact you promptly and offer a suitable replacement or a full refund.

Products

What materials are SILZ Apparel products made from?

Our collections are crafted using premium cotton fabrics and cotton blends selected for exceptional softness, breathability, durability, and everyday comfort. Product materials may vary slightly depending on the collection.

How do I choose the right size?

We recommend referring to our Size Guide before placing your order to ensure the best fit. If you’re unsure, our support team is happy to help.

How should I care for my SILZ Apparel products?

For the best results, machine wash your garments with similar colours using cold water. Avoid bleach, tumble dry on low heat or hang dry, and iron on low heat if required to help preserve the fabric and fit.