Shipping & Returns
Handling & Processing Time
Please allow 3-5 working days, from packing to mailing at the post office. Once your order has been dropped at the post office, it usually takes them another 3-5 days to dispatch it out from the country.
My order haven't arrived
The shipping option offered by Silverthorn Studio are shipped by NORMAL mail, meaning your order will take longer to arrive than an express mail normally would. There will be a potential of custom delays as well. Our local postage company is pretty reliable however, there can be delays due to multiple factors that are beyond my control. Please allow around 40 days to pass before we figure the next step for your lost mail.
Express Mail Options
At the moment, we only ship with NORMAL mail. But if you wish to receive your order fast, we can gladly arrange for an express mail service with an extra fee. Kindly leave us a message before placing your order.
We recommend opting for an express + tracking mail if your local postal services isn/t reliable. Kindly drop as an email and we'll be happy to make arrangements.
Taxes & Fees
All countries with customs services can charge extra fees, also known as duties, taxes, and fees, on imported mail upon collection. These fees are determined by the destination country's national laws therfore, Silverthorn Studio does not hold responsible for paying such taxes and fees.
International Shipping
We're so delighted to ship our products to the world! However, mail can be help in customs up to 50 days ( although rare, it can still happen!) .
If you don't find your country in the list of shipping, kindly let us know which one and we'll update our system.
Damaged & Lost Mail
We pack your orders will upmost care, using padded envelops with "DO NOT BEND" stickers to ensure they reach you in good condition. We believe the damage could have recurred during the shipping process, therefore we are happy to do a PARTIAL REIMBURSEMENT If you submit to us a PHOTO EVIDENCE of the severely damaged goods. Please do note, that we do not do refunds for 'corner-damaged stickers' or other minor bents that don't affect the overall quality of the product.
What is a registered mail?
All orders are sent off with REGISTERED MAIL, meaning there is a certificate of posting (receipt) with tracking number at the time of posting and the acceptance of item by the recipient. Registered mails do NOT TRACK the whereabouts of your mail.
You can track your CTT registered mail here.
What is a registered mail?
All orders are sent off with REGISTERED MAIL, meaning there is a certificate of posting (receipt) with tracking number at the time of posting and the acceptance of item by the recipient. Registered mails do NOT TRACK the whereabouts of your mail.
Returned Mail
If you failed to receive your order after several contact attempts made from your postal company, your mail will bounce back to Macao. Kindly note that customers will be responsible for paying another shipping fee if ever they want their order to be mail back to them once more.
Ongoing Custom Changes
Custom laws and requirements do change from time to time and without prior notice. If there are any more additional information we might need from you in order for our local shipping company to ship your order, please keep a look out of any email from us.