Return & Refund Policy

Return Window

The applicable return period depends on the product type:

  • Silk sleep masks and silk pillowcases: eligible for return within 100 days of delivery;
  • All other products: eligible for return within 30 days of delivery.

Please note:

  • Returns can only be initiated after the order has been delivered;
  • Requests submitted outside the applicable return window will not be accepted.

Consumers may also have statutory cancellation or return rights under applicable consumer protection laws. Nothing in this policy limits those rights.

Eligibility

  • The item is unused, unworn, unwashed, and undamaged;
  • All original packaging, tags, labels, accessories, and components are included and attached;
  • The item is returned in its original condition;
  • The return is initiated within the applicable return window;
  • The item is returned to the correct return address provided by Silk & Iris.

Trying on items for fitting purposes is permitted. Wearing or using products beyond what is reasonably necessary to assess the product is not permitted.

Returns may be refused if products:

  • Show signs of wear, washing, stains, odors, perfume scent, hair, damage, or alteration;
  • Are incomplete or missing original components;
  • Are returned without prior approval.

Silk & Iris reserves the right to refuse any return that does not comply with this policy.

Hygiene and Product Condition

For hygiene and safety reasons, products that have been used, washed, worn, stained, damaged, altered, or contaminated cannot be returned unless they are defective or otherwise covered by applicable consumer protection laws.

Customers are responsible for handling products with reasonable care while deciding whether to keep them.

Return Registration & Process

All returns must be approved before being shipped back.

To initiate a return, customers must:

  • Contact Silk & Iris before returning any item;
  • Provide the order number;
  • Provide the reason for the return;
  • Submit supporting evidence, including photos, where requested.

Once the return request is approved, the customer will receive the appropriate return instructions and return address.

Returns are handled through international fulfillment partners where applicable.

Customers are responsible for returning the item at their own expense, including:

  • Return shipping fees;
  • International shipping costs;
  • Customs duties;
  • Import taxes;
  • Any related carrier or handling charges.

We strongly recommend using a tracked shipping method with track & trace confirmation, as customers remain responsible for the return shipment until it is successfully delivered and received.

Returns sent without prior approval or to an unauthorized address may be rejected.

Inspection and Refunds

Refunds are processed only after the returned item has been received and inspected by Silk & Iris.

Returned items are generally inspected within 5–7 business days after receipt.

If the return is approved:

  • The refund will be issued to the original payment method or as store credit, depending on the circumstances and applicable law;
  • Refunds are typically processed within 14 days after approval;
  • Original shipping costs are non-refundable unless otherwise required by applicable law.

Refund processing times may vary depending on the payment provider, bank, or card issuer.

Silk & Iris is not responsible for delays caused by financial institutions or payment processors.

If tracking confirms delivery of the return shipment, the return will be considered received.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is caused by an error by Silk & Iris, such as receiving an incorrect, defective, or damaged item.

If the return is approved due to an error on our part, Silk & Iris may reimburse reasonable return shipping costs where required by law.

Customs delays, import duties, taxes, carrier delays, lost shipments, or customs-related issues outside Silk & Iris’ control do not automatically qualify as valid grounds for a refund or chargeback.

Bundles, Variations, and Promotional Sets

  • Items must be returned as a complete set;
  • Partial returns of bundles are not accepted unless approved by Silk & Iris;
  • If a partial return is approved, the refund may be adjusted to reflect the regular retail price of retained items.

Orders placed in multiple sizes, colors, or variations with the intention of returning part of the order may be refused at Silk & Iris’ discretion.

Exchanges

Exchange requests must be submitted within 14 days of delivery.

Items must meet all return conditions to qualify.

Silk & Iris does not offer direct product exchanges. If approved, store credit may be issued so the customer can place a new order.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact Silk & Iris as soon as possible with:

  • Your order number;
  • A description of the issue;
  • Clear photos of the product and packaging.

If the issue is confirmed, Silk & Iris may offer a replacement, refund, repair, or store credit depending on the circumstances and applicable law.

Liability

Silk & Iris is not responsible for:

  • Lost return shipments without valid tracking confirmation;
  • Delivery delays caused by carriers or customs;
  • Incorrect shipping information provided by the customer.

Customers are responsible for providing the correct shipping address at checkout.

Address errors or order detail mistakes must be reported within 24 hours of placing the order.

Denied Returns

Silk & Iris reserves the right to deny returns or refunds if items:

  • Do not meet the conditions outlined in this policy;
  • Are used, washed, worn, damaged, altered, or incomplete;
  • Are returned outside the applicable return window;
  • Are returned without prior approval;
  • Are sent to an unauthorized return address.

If a return is denied, the item may be returned to the customer at the customer’s expense.

Chargebacks and Payment Disputes

Customers are encouraged to contact Silk & Iris before initiating a payment dispute or chargeback so we can attempt to resolve the issue directly.

Initiating a chargeback does not remove the customer’s obligation to comply with this policy and applicable return procedures.

Fraudulent or abusive chargeback activity may be disputed with the payment provider and relevant authorities where appropriate.

Acceptance of Policy

By placing an order with Silk & Iris, the customer agrees to this Return & Refund Policy.

Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any statutory consumer rights available under applicable law.

Contact Information

For return requests or questions, please contact:

Silk & Iris
Email: info@silkandiris.com