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Helpdesk
Today we can be reached by telephone
Call us between 09:00 and 17:00
0049 32 211 12 2000
  • shipping free shipment (over £ 59,-)
  • delivery delivered within 24 hours

Dispatch and delivery

Delivery charges

NO delivery charges apply to orders amounting to £ 59,- or more. We add a £ 14,95 delivery charge to orders of less than £ 59,-. Returns are FREE OF CHARGE

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Which logistics partners do you use?

In the UK, our products are delivered by DHL or UPS. Once your order has been handed over to the delivery service, you will receive a confirmation email from us containing a package number so that you can follow the status of your order on the website of the relevant delivery service.

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Delivery process

Track & Trace

  • Once your order has left our warehouse, you will receive a confirmation email containing a DHL or UPS track & trace code. This code can be used to follow your order from the next working day.

Attempted delivery

  • The DHL or UPS delivery person will bring your order to the delivery address. If you are not there to accept the delivery, you will receive a notification.
  • On the DHL and UPS website, you can use this notification to make a new delivery appointment, to arrange for your neighbours to accept delivery or to have your order sent to a DHL or UPS collection point. Please note that this must be done before 10 pm on the date of the first delivery attempt.
  • If you do not use any of the above options, your order will be re-delivered on the next delivery day. If you are once again not able to receive it, the order will be taken to a DHL or UPS collection point where it will be available for collection for 3 weeks before being sent back to Silvano Waterbeds.

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Delivery periods

Waterbed accessories
Waterbed accessories ordered before 5 pm are generally delivered on the next working day.

Complete waterbeds
If you order a complete waterbed, your order will be prepared within 24 hours. Our efficient working method ensures that your order will be delivered within 2 to 5 working days. If you would also like us to handle the assembly of your waterbed, this can be arranged within 4 to 6 working days.

Bed furnishings
If you order a waterbed with furnishings, such as upholstered borders, stools, a headboard or base with drawers, your order will be delivered within 5 to 10 working days.

Can I choose when I would like my order to be delivered?
Unfortunately, it is not yet possible to choose when you would like your order to be delivered. However, we are working on offering this option in the future.

I was not at home to receive my package. When will it be redelivered?
DHL or UPS will make two attempts to deliver you order. The first attempt will take place between Monday and Friday. The second delivery attempt will also take place between Monday and Friday.

Can I have my order delivered to a different address?
Of course you can have your order delivered to an address other than the billing address. In your ‘My Silvano’ account, you have the option of entering a billing address and a delivery address. You can change either of these at any time. This will allow you, for instance, to have one order delivered to your home address and a second order to your work address.

Please note: Once you have placed your order, it is not possible to change the delivery address in your Silvano account. Our customer service department will likewise not be able to change it.

However, you can change independently it by clicking on the following link:

DHL: http://www.dhl.co.uk
UPS: http://www.ups.com

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Following your order

Once your order has left our warehouse, you will receive a confirmation email containing a DHL or UPS track & trace code.

This track & trace code can be used to follow the progress of your order by entering it on the dhl.co.uk website.

Please note: Once we have handed over the order to DHL or UPS, it will NOT be possible for you to follow your order in ‘My Silvano’. Returned items can also NOT be followed in ‘My Silvano’.

DHL: http://www.dhl.co.uk
UPS: http://www.ups.com

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Package collection points

Unfortunately, it is not yet possible for you to collect your order from a collection point. However, we are working on offering this option in the future.

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Incorrect delivery

I have received an item of incorrect size / colour. What now?

We take utmost care in our warehouse when putting orders together. Still, products with incorrect sizes or colours can unintentionally be sent to you.

If you have received an item or items of incorrect size and/or colour, please return the item(s) immediately and check whether the item in question is still available on the website. If it is, we recommend that you immediately reorder it, especially if stock is low.

If you reorder to replace you incorrect item(s), remember that you will have to pay in advance again or receive a second bill. Because of technical reasons, we can unfortunately not balance out the two orders.

You must initially pay a second time by bank transfer, credit card, iDeal or cash on delivery. Once we have received your return, we will deposit the relevant amount into your account as a refund.

If you again receive one or more items of the wrong size and/or colour, please contact our customer services via the contact form or call our toll-free number at 0800 0852 344

The order that I have received does not contain all the items that I ordered. What now?

If you ordered one or more items, but did not receive all the items, please contact our customer services via the contact form or call our toll-free number at 0800 0852 344

I have received an item that I did not order. What now?

If you have received one or more items that you did not order, please contact our customer services via the contact form or call our toll-free number at 0800 0852 344

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