Frequently Asked Questions

For questions regarding your online order, please contact us at hello@thesilverdeer.com or send us a direct message on Instagram. Please include your order number so we can assist you more efficiently.

Our Customer Service team is available Monday to Friday, from 11:00 AM to 8:00 PM.

For invoice requests, please contact facturacion@thesilverdeer.com.

Orders are processed within 3–5 business days.

Items may be eligible for an exchange or refund provided they meet our return requirements and are within the applicable return period.

To be eligible for a return or exchange, items must meet the following conditions:

• All original tags must be attached.
• Original packaging must be intact.
• Products must be unused.
• The item must be within 7 days of purchase.

Items with manufacturing defects may also be eligible for a return or exchange.

Return requests must be made within 14 days of receiving your order.

Mexico City (CDMX)

Please contact hello@thesilverdeer.com to request a return or exchange. Once your request has been approved, you may visit our Santa Fe, Park Plaza store to complete the process.

Outside Mexico City

Once your request has been approved, you will receive step-by-step instructions by email.

For international returns, please follow the customs declaration instructions provided by our Customer Service team.

No. Items marked as Sale are not eligible for exchanges or refunds.

The following items are not eligible for returns or refunds:

• Items marked as Final Sale.
• Discounted items.
• Complimentary gifts or promotional items with a retail value.
• Personal items, including underwear, fragrances, and personal care products.
• Original shipping charges, except in cases where Silver Deer has made a shipping error.

Exceptions may apply. Please contact our Customer Service team for assistance.

Electronic Refund

If the requested replacement item is unavailable, an electronic refund will be processed within 12–48 hours.

Store Credit

If a product is unavailable, we will contact you and may offer store credit for the refundable amount. Store credit is applicable within Mexico City (CDMX).

Electronic refunds typically take 10–20 business days to appear in your account, depending on your banking institution.

Once your store credit has been processed, you will receive an email containing a code for the corresponding amount. Processing may take up to 12 hours.