At Silkoze, we want you to love your purchase, but if you are not completely satisfied, we’re here to help! Please review our return and refund policy below for more details.
1. Return Eligibility
We accept returns on unused, unwashed items in their original packaging within 30 days of the tracked delivery date. To be eligible for a return, the product must meet the following conditions:
- The product must be unused and unwashed.
- The product must be in its original packaging.
Note: We cannot accept returns on products that do not meet these criteria.
2. Return Process
To initiate a return, please follow these steps:
- Contact Customer Support: Reach out to our Customer Support team through Chat or email. Provide your order details and reason for the return.
- Return Authorization: Our team will provide you with a return authorization and instructions on how to return the item.
- Return Shipping: The return shipping costs will be the responsibility of the customer unless the item is faulty or incorrect.
Please ensure the item is properly packed and shipped to avoid any damage during transit.
3. Refunds
Refunds will be processed once the returned item is received and inspected. Please note the following:
- Refund Method: Refunds will be issued to the original payment method used for the purchase.
- Refund Amount: The refund will be for the cost of the item(s) only, excluding shipping and handling charges.
- Processing Time: Refunds may take 14 business days to be reflected in your account, depending on your payment provider.
4. Exchanges
If you would like to exchange your item for a different size or product, we offer a 30-day exchange policy. To initiate an exchange, contact our Customer Support team, and they will guide you through the process.
The exchange must be processed within 30 days of the original delivery date.
The return shipping for the exchanged item will be at the customer’s expense unless the item is faulty or incorrect.
5. International Orders
We accept returns for international orders within 30 days of purchase under the following conditions:
- Return Shipping: You will be responsible for all return shipping costs, duties, and customs fees.
- Refund: Refunds will be issued for the product cost only, excluding shipping, duties, and customs fees.
- Return Labels: We do not provide return labels for international orders.
6. Non-Refundable Items
Certain items are non-refundable, including:
- Personalized products (such as customized silk pillowcases) unless the item is defective or damaged upon arrival.
- Products from sales, clearance, or discounted offers.
7. Damaged or Faulty Items
If you receive a damaged or defective product, please contact us immediately. We will provide a full refund or exchange at no additional cost. To expedite the process, please send us a photo of the damage or defect.
8. Contact Information
For any questions regarding returns, exchanges, or refunds, please reach out to our Customer Support team at:
Email: support@silkoze.com
Chat: Available on our website
