The basics
For returns from US or Puerto Rico, it can take up to 14 calendar days from the day after you dropped off your return for it to reach our warehouse and be processed (this depends on your carrier and the country you’re returning from).
Returning from Canada or Mexico? Please note, this timeframe increases to 21 business days.
We’ll let you know once that’s done – you’ll receive an email with all the details about your refund.
Paid with a credit/debit card?
After we process your refund, it may take up to 10 business days for the refund to reach your account – this depends on your bank or card issuer.
All refunds go to the original card used to pay for the order – we can’t refund you to a different card. If that card is no longer in use, the refund will still go back onto the account linked to your old card, providing that account is still open.
Paid with an E-Gift Card?
If you paid for your whole order with a E-Gift Card, then the refund will be credited to your SILKSILKY account ready for you to spend straight away.
If you paid with a combination of E-Gift Card and another payment method, we'll refund the alternative payment method first, and then the remaining amount will be credited to your SILKSILKY account ready for you to spend.
Your replacement E-Gift Card will have the same expiry date as your original E-Gift Card.
Paid using Klarna?
If you’ve returned some of your items, then your invoice will be adjusted to reflect what you have returned.
If you've returned your whole order, then your invoice will be adjusted, and you'll receive a refund from Klarna for all payments you have made.
If you've paid more than the value of the items you have kept, then you'll receive a refund from Klarna within 10 business days for the difference.
If you have any questions about your invoice, please contact Klarna Customer Service.
Paid using PayPal Pay in 4?
If you’ve already paid instalments and your refund amount is more than the balance remaining that you need to pay, your PayPal account will be refunded.
If your refund amount is less than the amount you have left to pay, your refund will be split equally across the remaining 3 instalments so the amount for the remaining 3 instalments will be adjusted.
If you have any questions about your PayPal Pay in 4 order, please contact PayPal customer services here.
Paid using Afterpay?
You'll be sent an updated invoice within 24 hours after your return has been processed. If a refund is owed to you, a refund will be issued back to your original payment method. Please allow up to 10 business days for this money to show in your account.
Contact Afterpay Customer Service here if you have any questions about or issues with your Afterpay invoice.
I've used a promo code
If you applied a promo code, please make sure you check the promo code’s Ts&Cs. Most of our codes require you to either buy a specific number of items or spend a specific amount for the discount to apply. If you place an order using such a code and then return an item that makes your order no longer meet the conditions of the promo code, the amount you're refunded may be adjusted or no refund will be given.
An example of how a refund may be adjusted is below:
- Code - $20 off a minimum $100 spend
- Order total - $110
- Returned item cost - $30
As the return brings the total spend under the minimum spend of $100, the refund would be adjusted to reflect this and the discount of $20 removed. This would mean a refund of $10 would be issued.
Some promo codes will vary depending upon the products purchased and may apply a different discount to each item, e.g., '5% off item 1, 20% off item 2 and 50% off item 3', you'll see a breakdown of each discount at checkout and in your order confirmation email. If you need to make a return, you'll see this reflected in any refunds you may receive.
I think my refund is incorrect
There are a couple of things that may affect the amount you’re due.
If you used a promo code, check if your order still meets the conditions of the code without the items you’ve returned. See the above example of how your refund may be affected.
If you paid for delivery, this would only be refunded for cancelled orders under the Distance Selling Regulations or if the item was faulty.
If you still think your refund is incorrect, or if all the above timeframes have passed and you still haven’t received your refund, please get in touch with us and provide your proof of postage – we’ll be happy to help.
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