Cancellations

If you need to amend or cancel your order, please contact us as soon as possible at customerservice@silkandshine.co.uk with your order number.

Orders can usually be cancelled within 2 hours of purchase for a full refund, before they enter our fulfilment process.

After this point, immediate cancellation may not be possible, as your order may already be in preparation or dispatched. However, eligible items may still be returned in accordance with our returns policy below.

Returns — 30 Days

We want you to love your purchase. If you are not completely satisfied, you have 30 days from the date of delivery to return your item for a refund.

Conditions

• Items must be new, unworn, unwashed, and returned in their original condition with all labels and tags intact.
• Items with a seal tag will only be accepted where the seal remains intact.
• If a complimentary gift was included with your order and your return causes the order to fall below the qualifying threshold, the complimentary gift must also be returned or will be charged at the advertised price.
• We cannot issue refunds for items returned incomplete, damaged, or not in their original condition unless the item is faulty.
• Once approved, refunds are processed within 14 days of receiving the returned item. Depending on your payment provider, the credit may take additional time to appear in your account.
• We do not accept liability for items lost or damaged in transit back to us. We strongly recommend using a fully tracked and appropriately insured service and retaining proof of postage.

UK Returns

For UK returns, £5.99 will be deducted from your refund to cover return handling costs.

International Returns

For international returns, customers are responsible for arranging and paying for their own return shipping using a fully tracked service.

Please contact us before returning an item so we can provide the correct return instructions.

Once the returned item is received in its original condition, a refund will be processed within 14 days.

Any customs duties, import taxes, VAT, or carrier clearance charges paid to third parties are non-refundable.

Exclusions

For hygiene or customisation reasons, the following items are non-returnable unless faulty:

• Face masks
• Sealed bedding products once opened
• Sealed personal grooming products once opened
• Personalised or custom-made items

Gift cards are non-refundable and cannot be exchanged for cash.

Return Address

Silk and Shine Ltd
15 Glyn Avenue
Bilston
West Midlands
WV14 8NL
United Kingdom

Return Process

Please contact us within 30 days of delivery at customerservice@silkandshine.co.uk, including your order number and contact details. If the item is faulty, please describe the issue.

We aim to respond within 48 hours with return instructions.

Repackage the item securely, including any accessories supplied with it.

Return the parcel using a fully tracked service and retain proof of postage.

If you have any questions about this policy, please contact customerservice@silkandshine.co.uk.