Policy
Silai is a marketplace, not a shop. Every piece is stitched by an independent tailor or sold by its owner, and delivery is arranged directly between the two of you, in chat, before anything is paid.
When you send a tailor an order request, your measurements travel with it and the tailor replies with a quote, a stitching time and the way they deliver. Most shops on Silai stitch in one to three weeks. The tailor then ships by courier or arranges a pickup if you are near their shop; who pays the courier is part of the quote you accept. Silai does not ship, does not hold stock and does not take payment: you pay the tailor directly, by whatever method the two of you agree, after the details are settled.
Customs and duties on a piece stitched abroad are the buyer's, so ask the tailor for the courier and the declared value before you pay.
A Pre-Loved piece belongs to its seller until you pay them. Message the seller on Silai, agree the price, the packaging and the courier or a local meeting, and pay them directly. Sellers list their city so that local pickup is usually possible; it is also the cheapest and safest option. For a courier, ask for a tracked service and agree who pays it before the piece is sent.
Because payments and deliveries happen between you and the tailor or seller, returns do too. Silai cannot accept a return, issue a refund or hold money on either side. What we can do is make the fit right the first time: a custom order is cut to the measurements you sent, and a Pre-Loved listing shows a fit score against your own body before you ever message the seller.
If a custom piece does not fit, contact the tailor first; small adjustments are normal and most tailors alter their own work. If a Pre-Loved piece arrives unlike its listing, message the seller through the same chat, and leave a review afterwards so the next buyer knows. For anything the two of you cannot settle, write to hello@silai.app and a person will read it.
Last updated July 24, 2026. See also the terms, the privacy policy and the FAQ.