Refund policy
EU Customers — Right of Withdrawal
EU customers have a 14-day legal right to withdraw from the contract from the date of delivery. Our store also offers a 30-day return window from the same delivery date. Both periods run in parallel.
To exercise your right of withdrawal, please use our EU Withdrawal page or email customerservice@silkandshine.co.uk within 14 days of receiving your order. No reason is required. Please include your name, order number, and the item(s) you wish to withdraw. We will confirm receipt and provide return instructions. Refunds will be processed within 14 days of receiving the returned goods.
Store Return Policy — 30 Days
You have 30 days from when you receive your item to return it for a refund.
Refunds will be made to your original payment method (including gift cards) within 14 days of us receiving the return. Some banks may take up to 30 days to process the credit.
For UK returns, £3.95 will be deducted from your refund to cover the cost of the return. For international returns, the original delivery charge will be deducted from your refund to cover the cost of outbound shipping.
If your order qualified for free delivery, the original shipping cost (which was waived for your order) will be deducted from your refund if your return brings the order below the free-shipping threshold.
We do not accept liability for items lost or damaged in transit back to us. We recommend using a tracked or registered service. Compensation for lost returns must be claimed from the shipping provider.
Items must be new, unwashed, unworn, with all labels intact. Items with a seal tag will only be accepted where the seal remains intact.
If a free gift was included with your order and your return brings the order below the qualifying threshold, the gift must be returned or it will be charged at the advertised price.
We are not liable for any customs duties or VAT charges incurred on returns, which are the responsibility of the customer.
Exclusions
For hygiene reasons, the following items are non-refundable:
- Face masks
- Bedding
- Personal grooming products
Products tailored or personalised to you cannot be returned.
Return Process (Store Returns Only)
Contact us in writing within 30 days with your order number and contact details. If you are returning your product because it is defective, please describe the defect.
One of our representatives will contact you within 48 hours with return instructions. Please do not send any goods back until you have been contacted by us.
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. We cannot issue a refund where the product is incomplete.