Frequently asked questions
Ordering, delivery, returns and the pieces themselves. If your question is not here, write to us — a person reads every message.
Ordering
Which payment methods can I use?
Every payment option we support is shown at checkout, including major credit and debit cards and the express wallets your device offers. Your card details are handled by Shopify's PCI-compliant checkout — they never touch our systems.
Can I change or cancel after ordering?
Write to support@sillara.net as soon as you can and we will stop the order if it has not yet been passed for fulfilment. Once it has, we cannot recall it — but you can return it once it arrives.
Do I need an account to buy?
No. You can check out as a guest. An account only saves your address and lets you look back at what you have ordered.
Delivery
When will my order arrive?
You will get a confirmation as soon as you order, and a separate email with tracking once your parcel is scanned by the carrier. Current dispatch and delivery windows are set out in full on our Shipping Policy.
How do I track my parcel?
Your tracking link arrives by email once the parcel is collected. Tracking can take a little time to show its first scan — if it has not moved and you are concerned, send us your order number and we will chase the carrier.
Will I be charged duties or import fees?
Any duty or import charge is set by the customs authority in the destination country, not by us. How these are handled for your order is explained on our Shipping Policy.
Can I change my delivery address?
If the parcel has not shipped, yes — email us the new address and your order number. After dispatch the address is fixed with the carrier and we cannot alter it.
Returns
What is your returns window?
You have 30 days from delivery to start a return on an unused item in its original packaging. The full conditions, including what cannot be returned, are on our Returns & Refunds page.
How do I start a return?
Email support@sillara.net with your order number and what you would like to return. We will reply with instructions. Please do not send anything back before you hear from us — unannounced returns are difficult to trace to an order.
My item arrived damaged. What now?
Tell us straight away and include photographs of the item and the outer packaging. Damage in transit is our problem to solve, not yours, and photographs let us settle it without sending the piece back and forth.
Who pays for return postage?
If the item is faulty, damaged or not what you ordered, we cover it. For a change of mind, the arrangement is set out on our Returns & Refunds page.
The product
Is this piece dimmable?
It depends on the piece — dimming and colour-temperature options are listed under Specifications on each product page. Where a light offers several colour temperatures, they are selected on the fitting itself rather than needing a dimmer switch.
Does it come with a bulb?
Our LED fittings have the light source built in, so there is no bulb to buy or replace. Where a piece takes a separate bulb, the fitting type is given in the specifications.
What about wiring and installation?
Prices cover the piece itself; they do not include installation or an electrician. Cordless and rechargeable pieces need no wiring at all. Anything that connects to mains wiring should be fitted by a qualified electrician in line with local regulations.
Is there a warranty?
Faulty goods are covered — the terms, and how long cover runs, are set out on our Returns & Refunds page. Keep your order confirmation, as it is the proof of purchase we work from.
About Sillara
Who are you?
Sillara is a small American company selling lighting for the home, registered in Wyoming. There is more on the About page.
Where do the pieces come from?
We ship from our manufacturing partners rather than holding a warehouse of our own. It keeps prices closer to what a piece is worth and means delivery takes longer than a next-day courier — the current windows are on our Shipping Policy.
How do I get in touch?
Email support@sillara.net or use the contact form. Tell us the room, the height and what the light is for, and we can point you at the right piece.
Do you have a shop I can visit?
No — we sell online only. That is part of why the prices are what they are.