We want you to feel confident when shopping with Silkenstone. If something is not right with your purchase, this policy explains how to request a return, what conditions apply and how refunds are handled.
A straightforward approach to returns.
Contact Us First
Before sending anything back, contact our customer care team at service@silkenstone.shop with your order details and reason for the return.
Keep It Original
Eligible merchandise should be unworn, unwashed and in its original condition, with tags and packaging included where applicable.
Refund Processing
Once an approved return is received and inspected, the applicable refund will be processed to the original payment method.
Your return,
step by step.
Following these steps helps us process your request efficiently and reduces delays caused by incomplete information or unauthorized returns.
01. Submit a Request
Email our customer care team with your order number, product information and reason for requesting a return.
02. Receive Instructions
Our team will review your request and, when eligible, provide the applicable return instructions.
03. Send the Package
Carefully package the approved item and use the return method provided by our customer service team.
04. Refund Completed
After the returned merchandise is received and inspected, an eligible refund will be issued to the original payment method.
Please make sure your item is ready to come home.
We understand that online shopping sometimes involves making a different choice after receiving an item. To help us maintain product quality for every customer, returned merchandise must meet our eligibility requirements.
Items should be in new and unused condition. Clothing should not have been worn, washed, altered, stained, damaged or exposed to strong odors. Original tags and packaging should remain attached or included whenever possible.
If an item arrives damaged, defective or materially different from what was ordered, please contact us as soon as possible and include clear photographs so our team can assess the issue.
How to Request a Return
Send an email to service@silkenstone.shop before returning any merchandise.
- Include your order number.
- Identify the product you wish to return.
- Explain the reason for the request.
- Include photographs when reporting damage or defects.
Return Shipping
Unless otherwise required by applicable law or agreed by Silkenstone in connection with an approved issue, return shipping costs for a change-of-mind return are generally the customer's responsibility.
We recommend using a trackable shipping service and keeping your return receipt until the return has been completed.
Exchanges
If you need a different size or product, please contact us before sending your original order back. Availability can change quickly, so an exchange may depend on current inventory.
In some situations, the quickest solution may be to return the original item and place a new order for the preferred item.
Damaged or Incorrect Items
If your order arrives damaged, defective or contains an incorrect item, please contact us before returning it.
Please provide photographs of the item, packaging and relevant labels where possible. We will review the information and advise you on the appropriate resolution.
Refund Method
Approved refunds are generally issued to the original payment method used for the purchase. The exact time required for the funds to appear can depend on your bank, card issuer or payment provider.
Partial Refunds
If an item is returned in a condition that does not meet the stated eligibility requirements, we may be unable to issue a full refund. Any applicable resolution will be communicated after review.
Items that may not qualify for return
For hygiene, product integrity and resale reasons, certain products or situations may not qualify for a standard return unless required by applicable law.
- Items that have been worn or washed.
- Items that have been altered or modified.
- Products with significant stains, damage or strong odors.
- Items missing original tags where tags are required for resale.
- Products damaged after delivery through customer use.
- Returns sent without prior authorization or return instructions.
- Items returned outside the applicable return period.
- Products identified as final sale where applicable.
Refund timing
Once an approved return reaches us, the package must be received and inspected before a refund is finalized.
After approval, the refund is submitted to the original payment method. Your financial institution may require additional processing time before the credit becomes visible on your account.
Important notes
- Do not send a return to the sender address printed on the original shipping package unless our team specifically instructs you to do so.
- Keep your tracking information until the return has been confirmed.
- Original shipping charges may not be refundable for change-of-mind returns, subject to applicable law.
- Promotional discounts or free gifts may affect the amount of a refund where applicable.
Need help with a return?
If you're unsure whether your order qualifies, don't send it back yet. Contact Silkenstone customer care and include your order number so we can review your situation and provide the appropriate instructions.
service@silkenstone.shop