Refund policy

Return & Exchange Policy (365-Day Easy Returns)

We offer a 365-Day Easy Return & Exchange Policy for all orders. If you’re not fully satisfied with your purchase, you can request a return or exchange within 365 days from the date you receive your item.

To start a request, simply email us at services@silksilkyofficial.us or click here to contact us.
Requests submitted after 365 days cannot be accepted.

(Note: Due to a high volume of emails and orders, our response may be delayed. We will reply within 3 working days.
If you don’t see our message, please check your spam folder (especially Yahoo users) or contact us again using a different email address.)

Return Warehouse Locations

We will provide a local warehouse based on your region:

  • USA / Canada / Australia → US warehouse

  • EU countries → Germany warehouse

  • UK → UK warehouse

  • Switzerland → US or Germany warehouse

1. Return & Exchange Guidelines

✔ Eligibility

  • Items must be unwashed, unworn, undamaged, and have all original tags attached.

  • Each order is eligible for one return or exchange only.

✔ Fees

  • For non-defective items, customers are responsible for return/exchange shipping fees (including first-time orders).

  • Refunds will be issued to the original payment method.

2. Non-Returnable & Non-Exchangeable Items

These items are clearly marked on the product page and cannot be returned or exchanged:

  • Underwear

  • Mystery Boxes

  • Final Sale items / Items On Clearance

  • Gift card

3. Defective or Incorrect Items

If your item is damaged, defective, or incorrect, please contact us before sending it back.
Do not return the item until our customer service team confirms the issue.

How it works:

Step 1:
Email services@silksilkyofficial.us with your order number, photos/videos, and details of the issue.

Step 2:
Follow the instructions provided by our customer service team.

Step 3:
Once we receive and inspect the returned item, we will process your refund or replacement within 14 working days.
You will receive an email confirmation once completed.

As a sustainable brand, we strive to reduce unnecessary returns and always aim to offer you the most suitable solution first.

4. Order Changes & Cancellations

  1. Before shipment: You may cancel or modify your order free of charge.

  2. After shipment: We are unable to cancel or make changes.

  3. Once your order is canceled, a full refund will be issued to your original payment method, and a confirmation email will be sent.

5. Refund Information

If stock is available, we encourage customers to exchange instead of refund.
If you choose a refund, the amount will be calculated based on the amount you actually paid.

Refund Calculation:

  1. No promo or discount used: Refund equals the original item price on our website.

  2. Promo or discount applied: Refund equals the final amount you paid for that item.

  3. Shipping fees are non-refundable.

6. Refund Processing Time

After we receive and inspect your returned package, your refund will be completed within 14 working days.
Refunds can only be issued back to the original payment method.

7. Shipping Insurance

If you purchased “Worry-Free Delivery,” it covers:

  • Lost packages

  • Delayed deliveries over 30 days

  • Packages marked “Delivered” but not received

Note: Insurance does not cover shipping fees, return costs, or exchange costs.