Customer Service
If you have any questions regarding your online order, please contact us.
Orders take 3–5 business days to be processed.
Customer Service Hours
Monday to Friday
11:00 AM- 8:00 PM
Send us a direct message on Instagram and include your order number.
Email: hello@thesilverdeer.com
For invoice requests, please contact: facturacion@thesilverdeer.com
Sale Items:
Items marked as sale are not eligible for exchanges or refunds.
Returns:
Which items can be exchanged or refunded?
Items delivered within 14 days that meet the following conditions:
All original tags are attached.
Original packaging is intact.
Products are unused.
The item is within 7 days of purchase. Items with manufacturing defects.
Is it easy to return items?
Mexico City (CDMX): Please email hello@thesilverdeer.com, once the exchange or refund has been approved, you may visit our Santa Fe, Park Plaza store to complete the process.
Outside Mexico City: Once your exchange request has been approved, you will receive step-by-step instructions via email. (For customs declarations, please state a value between USD $20–$50 on the commercial invoice.)
Which items are NOT refundable?
Items marked as Final Sale.
Complimentary gifts or promotional items with a retail value.
Original shipping charges, except in cases where we have made a shipping error.
Personal items such as underwear, fragrances, personal care products, and discounted items are not eligible for returns or refunds (exceptions may apply; please contact us for assistance).
How are refunds issued?
Electronic Refund: Processed within 12–48 hours if the requested replacement item is unavailable.
Store Credit: If a product is unavailable, we will contact you and offer store credit for the refundable amount. Applicable within Mexico City (CDMX).
When will I receive my refund?
Electronic Refund: Refunds typically take 10–20 business days to appear in your account, depending on your banking institution.
Store Credit: You will receive an email containing a code that can be used for the refunded amount. Processing may take up to 12 hours.