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Faq

Informations

Index


Customer Service

+39 041 5190550

Servizio disponibile dal lunedì al venerdì

9:00-13:00 / 14:00-18:00

DELIVERY AND SHIPPING

You can calculate the shipping costs by visiting the “Delivery terms” section.

  • Delivery in Italy: usually within 5 working days via the City Express courier (6/7 working days for the islands)
  • Delivery abroad:approximately 1 week for deliveries in Europe and about 10 days for the rest of the world, barring unforeseen customs delays. SDA Export Box will deliver the package(s) for Houseware channel users. FEDEX or DHL will deliver the package(s) for Professional channel users.

For some destinations, different couriers may be chosen at the discretion of Silikomart. Delivery times may vary depending on the recipient’s country. For more information, contact our customer service.

The unavailable products will be restocked within 1-2 working weeks, save in exceptional cases. For more information, contact our customer service.

  • Tracking packages for delivery in Italy. To track a parcel, call the following City Express phone number: +39 049 760631. Then indicate the last four digits of the “document number” indicated in the shipping note (top right) that you will receive via email, together with the shipping confirmation when your order leaves the warehouse.
  • Tracking packages for delivery abroad.To track a Houseware channel package, simply go on the Poste Italiane website. Then indicate the Consignment note reference number indicated in the shipping note (top right) that you will receive via email, together with the shipping confirmation when your order leaves the warehouse.

ORDERS, PAYMENTS AND RETURNS

Yes. Every country has a minimum order for purchases. In our Delivery terms section, you can calculate the shipping costs and find the minimum order required by your country.

Yes, otherwise you won’t be able to access the prices of all our items.

When you go to the checkout page, enter the discount code in the appropriate field at the bottom left-hand side of this page. Contact the Customer Service.

  • Cash on delivery. (only for deliveries in Italy and only cash payments are accepted).Once the order has been submitted, do not forget to enter any notes regarding the delivery (e.g. a preferred time). We also recommend that you have the exact amount at hand as the courier or postman may not have enough change on them.
  • Payment with PayPal/credit card.PayPal is a secure payment method that allows you to quickly pay for your items, without having to share your bank details with retail websites. You do not need to create a PayPal account to use the service, and the payment information is encrypted and secured with SSL (Secure Socket Layer) technology. We do not have access to this information, PayPal simply informs us of the outcome of the transaction.

Simply press the button under the “Add items” icon, choose a category from the menu, or go back one or more pages using the browser arrows. Please note that if you exit your account, you will need to start the order from scratch.

When the order is confirmed, you will receive an email with a summary of the items purchased.

Once the order has been confirmed, it can no longer be modified or cancelled, as it is immediately taken over by our system. For more information, contact our customer service.

Once the order has been confirmed, a page will open to confirm the shipping address. If you need to enter an alternative shipping address, press the blue “Alternative shipping address management” button before confirming the order. For more information, contact our customer service

If the Customer is a “Consumer”, as defined in Article 3 of the Italian Consumer Code, they can exercise their rights pursuant to Art. 64 of the Italian Consumer Code within the timelines established by this legislation and are granted the right to withdraw from this contract, with no obligation to state the reasons or pay any penalty, within 14 working days from the day that the goods covered by this contract were received.

HOW TO EXERCISE THE RIGHT OF WITHDRAWAL

Returns can be made within 14 working days from the day the goods were received. Simply download the appropriate form in the “Right of Withdrawal” section, fill it out and send it via email to ordini@silikomart.com. Your request will be processed and you will then receive instructions detailing how to return your item(s). Once your return has been received, a credit note will be issued that you can deduct from your next order or alternatively, you can request a refund via bank transfer.
If the Customer intends to exercise their right of withdrawal, he/she must return the goods covered by the contract at his/her own expense within 14 working days from the date the goods were received to the above-indicated office. The returned product must be intact, include all accessories, be in its original packaging and include all the accompanying documents.
I have not received all the items in my order. You can contact our Customer Service team.

RETURN PROCESS

You have the right to return products without having to state the reasons why. When returning goods, use standard parcel post or a prepaid courier. Do not send the return as Collect on Delivery, as it will automatically be rejected. Silikomart SRL reserves the right to take up to 14 days to refund the money via PayPal or bank transfer. The refund only concerns the value of the returned item. Transportation costs are not refundable. The returned product must be intact, unused, include all accessories, be in its original packaging and include all the original accompanying documents (receipt/invoice).
CONDITION FOR EXERCISING THE RIGHT OF WITHDRAWAL The essential and sufficient condition needed for the right of withdrawal to be applicable is based on: the substantial integrity of the item (goods) covered by the contract and its packaging, in addition to the original accompanying documents (receipt/invoice).

YOUR PROFILE

You can request your password using the appropriate form in the “sign in” or “register” sessions. If you have also forgotten your access email, please contact the Customer Service team.

Once you have logged in with your credentials, you can change your password and login credentials in the reserved area.

If you need to change the billing address or VAT number, contact our customer service team to change the desired fields; our technicians will update the information for you.

Enter as follows: reserved area > alternative shipping address management > new address > insert your details > confirm. When you place your order, all of the previously-created alternative shipping addresses will appear on the left when the order is confirmed; you can select the shipping address for this order from here.

REGISTRATION

Remember to fill in all the required fields (indicated with a * symbol) and accept our Privacy Policy. Once the registration has been completed, if it has been successful, you will receive a Silikomart SRL - Houseware/Professional registration confirmation email from the following email address: noreply@silikomart.com.
  • If you have subscribed to the Italy Houseware and Professional channel simply click on the link in this email to automatically activate your account.
  • If you are placing an order from abroad and you have subscribed to the Professional channel, your data will be processed by our Customer Service team, who will in turn send you the information required to proceed.

Check your spam folder (junk mail). If the message is considered spam by your email box, we recommend adding the email noreply@silikomart.com to your contact list, so that our messages will no longer end up in your spam folder.

SILIKOMART MOULDS

The Silikomart mould is made in Italy with the highest-quality, food-grade platinum-cured silicone. It is extremely versatile and withstands temperatures ranging from -60°C to + 230°C. For more information, visit the following page: advantages of the Silikomart silicone mould

The Silikomart silicone moulds are designed, produced and packaged in our factories located in the province of Venice.

All the silicone moulds (regardless of colour) can be used in both ovens and freezers. The moulds can be placed directly in the oven from the freezer. They can also be used in microwaves but cannot be used with the CRISP function. For more information, visit our page dedicated to the advantages of the Silikomart silicone mould.

The Silikomart platinum-cured silicone withstands a range of temperatures: from -60°C to +230°C (-76°F to +446°F).

No, plastic components should only be used for cold preparations. The micro-perforated rings for tarts are an exception as they can withstand temperatures up to 180°C.

Gli stampi per cioccolatini sono in PETG e possono essere utilizzati per preparazioni che non vadano oltre i 55°C, motivo per cui non sono utilizzabili in forno.

The moulds can be washed in the dishwasher (rinse aid is not recommended) or by hand (avoid using aggressive cleaners and abrasive sponges).

The “Safe Ring” support ring (if included) improves the stability and manoeuvrability of the shape. It can be used in both ovens and freezers.

We recommend only slightly greasing the mould the first time you use it.

No. All Silikomart silicone moulds are made of premium-quality platinum-cured silicone. The colour does not affect the quality of the product in any way.

A recipe for the mould is provided inside each pack. For more recipes and suggestions, visit our blog (Shapethetaste) and follow us on social media.

INSTRUCTIONS FOR USE

  • Pour the mixture into the mould.
  • Put the preparation in the oven, fridge or freezer. The mould can be placed directly in the oven from the freezer.
  • Release the product from the mould by slightly bending the mould and delicately prising the edges apart before turning over the mould. If the mixture has been heated, only remove it from the mould after it has completely cooled down.
  • Wash the mould in a dishwasher or under a jet of water.

  • We recommend filling the mould to the brim with the mixture so that every angle and detail is covered. When the mould has been filled, we advice slamming it onto the work surface, in order to make any bubbles surface. Everything has been designed in order to obtain a smooth and well-defined product once released from the mould.
  • We advise only releasing the preparations from the moulds when they are completely frozen (when using cold preparations) or have completely cooled down (when baking them).

PRECAUTIONS AND WARNINGS

Silicone is a porous material, it can sometimes happen that it "absorbs" part of certain types of materials with which it comes into contact (this happens in particular with fat-based ingredients such as butter, cocoa butter etc...) and then releases them little by little in the form of small light dots on the surface of the silicone.
If you have noticed white dots or a kind of light powder on the surface of the mould after using and washing it, we can confirm that it is cocoa butter contained in the ingredients previously used to fill the mould.
We also confirm that the quality characteristics of the product remain unchanged even if this phenomenon has occurred.
In order to remove the particles from the mould, we suggest to dip the mould in boiling water for a few minutes so that it releases into the water what it has previously retained.

It usually happens when the silicone mould comes into contact with some substance that could cause problems; it absorbs it and then releases it later.
It is likely that other stored objects (or substances) have been in contact with the silicone mould and have caused the problem.
To solve this problem, we recommend placing the mould without dough in the oven for about an hour at a temperature of 220°C. This will cleanse the material of any remaining absorbed substances.

  • We recommend completely inserting the SAFE RING into the mould when the mixture is to be heated (if supplied with the model); make sure that the mould is bone dry when using it in a microwave oven.
  • Do not place the mould on direct sources of heat (electric plates, open flames, grills, glass-ceramic hobs, etc.).
  • Do not use knives or sharp objects directly on the mould.
  • Do not clean with aggressive cleaners (the solution pH must be between 5 and 10) or abrasive sponges.
  • The use of liquid rinse aid and/or fresheners is not recommended when washing the mould in the dishwasher. To quickly dry the moulds, we recommend placing them in an oven pre-heated to 100°C for 10 minutes.
  • Do not use the mould with the microwave’s CRISP function.

*The Safe Ring is a support to be inserted into the mould to ensure greater stability and manoeuvrability; it is an exclusive Silikomart-patented product. It is made of a special glass fibre that, just like silicone, withstands temperatures between -60°C and +230°C (-76°F to +446°F). All Silikomart products comply with FDA and CE regulations. For more information on our compliance and certifications, visit our Certifications page.

OTHER QUESTIONS

SILIKOMART S.R.L, Via Tagliamento 78, 30030 Pianiga (VENEZIA), Italy
Capitale sociale Euro 30.000,00 i.v.
Codice Fiscale, P.IVA e numero di iscrizione presso il Registro delle Imprese di Venezia Rovigo Delta Lagunare n. 03712840283, R.E.A VE-310642
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