Shipping policy

Last updated: April 19th 2026

This Shipping & Returns Policy explains how shipping, delivery, returns, refunds, and your right of withdrawal work when you order from silvie.health.

Silvie Health is a trade name of TRSD Group BV.

1. Where we ship

We currently ship to selected countries in the European Union, the United Kingdom, Switzerland, and other countries shown as available at checkout. We do not currently ship to the United States.

Available shipping countries may change from time to time. If your country is not available at checkout, we are currently unable to ship to that location.

Some products may not be available for delivery to all countries due to local rules, customs restrictions, carrier limitations, or regulatory requirements for food supplements.

2. Order processing time

Orders are usually processed within 1–3 business days after payment has been confirmed.

Orders placed during weekends, Dutch public holidays, high-volume periods, or product launches may take longer to process.

If there is a material delay with your order, we will try to inform you using the email address provided at checkout.

3. Estimated delivery times

Estimated delivery times are shown at checkout where available. As a general guide:

Destination	Estimated delivery time after dispatch
Netherlands	1–3 business days
European Union	2–7 business days
United Kingdom	4–10 business days, excluding customs delays
Switzerland	4–10 business days, excluding customs delays

Delivery times are estimates only and are not guaranteed unless expressly stated otherwise.

Delays may occur due to carrier issues, customs checks, incorrect address details, weather events, strikes, public holidays, high order volumes, or other circumstances outside our reasonable control.

4. Shipping costs

Shipping costs are shown at checkout before you place your order.

We may offer free shipping above certain order values, for certain countries, or for subscription orders. Any free-shipping threshold or offer will be shown on the website or at checkout.

If your order is returned to us because of an incorrect or incomplete address, refusal of delivery, failure to collect the parcel, or unpaid customs charges, we may deduct the original shipping cost and any return costs from your refund, unless applicable law requires otherwise.

5. Tracking

When your order has been dispatched, you will usually receive a shipping confirmation email with tracking information.

Tracking updates are provided by the carrier. It may take some time for tracking information to become active after dispatch.

If your tracking has not updated for several business days, please contact us at info@silvie.health.

6. Customs, duties, and taxes

European Union

For deliveries within the European Union, VAT is included where applicable, unless clearly stated otherwise at checkout. No customs duties usually apply to deliveries shipped within the EU.

United Kingdom, Switzerland, and other non-EU countries

For deliveries outside the European Union, your order may be subject to import duties, customs charges, local taxes, brokerage fees, or other charges imposed by the destination country.

These charges are not controlled by us and are your responsibility unless expressly stated otherwise at checkout.

Customs authorities may delay delivery or request additional information from you. We are not responsible for delays caused by customs procedures.

If you refuse to pay applicable import charges and the parcel is returned to us, we may deduct the original shipping costs, return shipping costs, carrier fees, and other non-recoverable costs from your refund, unless applicable law requires otherwise.

7. Damaged, faulty, or incorrect products

Please inspect your order when you receive it.

If a product is damaged, faulty, incorrect, or missing, please contact us at info@silvie.health as soon as reasonably possible and include:

your order number;
a description of the issue;
clear photos of the product, packaging, and shipping label where relevant.

If the product is faulty, damaged, incorrect, or otherwise not in conformity with the contract, we will offer an appropriate solution in accordance with applicable consumer law. This may include replacement, repair where possible, price reduction, or refund.

This section does not limit your statutory consumer rights.

8. Your right of withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 30 days without giving any reason.

The withdrawal period expires 30 days after the day on which you, or a person designated by you other than the carrier, receives the goods.

If your order is delivered in multiple shipments, the withdrawal period expires 14 days after the day on which you receive the last item.

To exercise your right of withdrawal, you must inform us before the withdrawal period expires by sending a clear statement to:

TRSD Group BV
Overtoom 188-3
1054 HR Amsterdam
The Netherlands
Email: info@silvie.health

You may use the model withdrawal form at the bottom of this policy, but this is not required.

9. Return conditions for food supplements

For health protection and hygiene reasons, sealed food supplement products cannot be returned once they have been opened or unsealed after delivery, unless the product is faulty, damaged, incorrect, or otherwise not in conformity with the contract.

To be eligible for a return under the right of withdrawal, products must be:

unopened and sealed;
unused;
in their original packaging;
returned with any accessories, inserts, or gifts included with the product, where applicable.

You may inspect the product as you would reasonably be allowed to do in a shop, but you must not open sealed food supplement packaging if you want to return it under the right of withdrawal.

10. How to return a product

After notifying us that you wish to withdraw from your purchase, you must send the products back within 30 days.

Unless we provide a return label or agree otherwise, you are responsible for arranging and paying the return shipment.

Please return products to:

TRSD Group BV / Silvie Health Returns
Overtoom 188-3
1054 HR Amsterdam
The Netherlands

Before returning a product, please contact us at info@silvie.health so we can provide return instructions and help avoid unnecessary delays.

We recommend using a tracked shipping method. You are responsible for the products until they are received by us.

11. Refunds after withdrawal

If you withdraw from your purchase in accordance with this policy, we will refund the product price and the standard delivery cost paid for the original delivery.

We do not refund any additional costs resulting from your choice of a more expensive delivery method than the least expensive standard delivery option offered by us.

You are responsible for the cost of returning the goods unless the product is faulty, damaged, incorrect, or otherwise not in conformity with the contract.

We will reimburse you using the same payment method used for the original transaction, unless you expressly agree otherwise.

We may withhold reimbursement until we have received the goods back or you have supplied evidence that you have sent the goods back, whichever occurs first.

Refunds will be made without undue delay and no later than 30 days after we receive the returned goods or proof that you have sent them back.

12. Partial refunds and reduced value

You are responsible for any reduction in the value of the products caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the products.

For sealed food supplement products, opening or unsealing the product may mean that the product can no longer be returned for health protection and hygiene reasons, unless the product is faulty, damaged, incorrect, or otherwise not in conformity with the contract.

13. Exchanges

We do not guarantee direct exchanges.

If you want a different product, please contact us at info@silvie.health. In many cases, the fastest solution is to return the eligible product and place a new order.

14. Subscription orders

Subscription orders are treated like regular orders for shipping and delivery purposes.

If a subscription order has already been processed or dispatched before you cancel your subscription, that order may still be delivered and charged.

Your right of withdrawal and return rights apply as described in this policy.

To avoid being charged for the next subscription order, you must cancel your subscription before the next billing date.

15. Pre-orders

If a product is offered as a pre-order, the estimated dispatch date will be shown on the product page, at checkout, or in our communications with you.

Estimated pre-order dates are not guaranteed and may change due to production, regulatory, customs, carrier, or supply-chain issues.

If a material delay occurs, we will try to inform you. If you no longer wish to wait, you may cancel your pre-order and request a refund unless the product has already been dispatched.

16. Undeliverable parcels and failed delivery

If a parcel cannot be delivered because the address is incorrect, incomplete, refused, unclaimed, or because customs charges are unpaid, the parcel may be returned to us or destroyed by the carrier or customs authority.

If the parcel is returned to us, we may refund the product price after deducting original shipping costs, return shipping costs, carrier fees, customs fees, and other non-recoverable costs, unless applicable law requires otherwise.

If the parcel is not returned to us, we may be unable to issue a refund.

Please contact us as soon as possible if you notice an address error after placing your order.

17. Lost parcels

If you believe your parcel is lost, please contact us at info@silvie.health.

We may ask the carrier to investigate. Depending on the outcome of the investigation and applicable consumer law, we may offer a replacement or refund.

We are not responsible for parcels that are lost because you provided an incorrect or incomplete address, unless applicable law requires otherwise.

18. Model withdrawal form

You may use this form to withdraw from your purchase, but you are not required to use it.

To:
TRSD Group BV
Overtoom 188-3
1054 HR Amsterdam
The Netherlands
Email: info@silvie.health

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Product(s):
Order number:
Ordered on:
Received on:
Name of customer:
Address of customer:
Email used for the order:
Date:

19. Contact

For shipping, delivery, return, or refund questions, please contact:

TRSD Group BV / Silvie Health
Overtoom 188-3
1054 HR Amsterdam
The Netherlands
Email: info@silvie.health