This return and exchange policy details your rights and procedures for returning and exchanging goods purchased from our website, silksandstitch.com. Please read carefully.
I. Policy Core: 30-Day Hassle-Free Returns and Exchanges
You can apply for a return or exchange within 30 days of receiving the goods if you are not satisfied with them. We are committed to your satisfaction.
II. Eligibility Requirements for Returns and Exchanges
To protect the rights of all customers, returned goods must meet all of the following conditions:
Condition Requirements: The goods must be brand new, unworn, unwashed, unused, and free from any odor, stains, perfume scents, or damage.
Original Accessories: All original labels, tags, dust bags, boxes, and accessories must be returned intact.
Proof of Purchase: The original order number or a valid return authorization code is required.
Scope of Application: This policy applies to most goods purchased directly from this website. Final sale/clearance items are not eligible for return or exchange unless there is a quality issue.
III. Return and Exchange Process (Five Steps)
To ensure your return is received and processed smoothly, please follow these steps:
Submit an Application: Within 30 days, log in to your account, go to “Order History,” find the corresponding order, and click “Request Return” to submit your request online. The system will generate a unique return authorization code.
Review and Confirmation: Our team will review your application within 24 hours. Once approved, you will receive a confirmation email containing a prepaid return label and your detailed return address.
Secure Packaging: Please place the item, all accessories, and the completed return form (provided in the email) together in the original packaging or a sturdy box and seal it securely. It is strongly recommended to retain proof of shipment (such as the courier receipt).
Return the Item: Use the prepaid return label we provide to hand the package over to the designated carrier (such as UPS, USPS). Do not use other methods to return the item, as this may result in the return being untrackable or unacceptable.
Warehouse Processing: After receiving and inspecting the package, we will notify you of the processing result via email.
IV. Refund Details
Refund Time: Once the goods are returned to our warehouse and verified as eligible, we will initiate the refund process within 5-7 business days.
Refund Path: The refund will be returned to your original payment account.
Arrival Time: The exact arrival time after refund processing depends on your issuing bank or payment service provider, typically requiring an additional 5-10 business days.
Refund Amount: The refund amount is the original price of the goods. Original shipping fees, expedited shipping fees, and any customs duties/taxes incurred on international orders are non-refundable. If the total order amount after the return is less than the free shipping threshold, the original free shipping discount will be deducted.
Exchange Processing: If an exchange is required, we will resend a new item to you after receiving and verifying the eligible return.
V. Special Terms and Conditions Regarding International Orders and Customs Duties
For international orders (shipped from the US to overseas), in addition to the policies mentioned above, please note the following:
Customs Duties and Taxes: According to international trade rules, any import duties, value-added tax (VAT), or related taxes already paid by you in the destination country are generally non-refundable through us. These fees are collected and managed by the customs of the destination country.
Return Address and Shipping Costs: International returns must be sent back to our designated US warehouse. We may provide you with prepaid international return labels or deduct the corresponding international return shipping costs from the refund; specific details will be clearly stated when you submit your application.
Customs Clearance Responsibility: You are responsible for ensuring that returned packages can be successfully exported and imported into the US, and related documentation costs may apply. We recommend using our designated carrier to simplify the process.
VI. Defective and Wrongly Shipped Goods
If the goods you receive have manufacturing defects (such as breakage, loose threads, or severe color differences) upon delivery, or if we have sent the wrong goods:
Please contact us by email within 7 days of receipt, providing your order number and clear photos/videos of the goods as evidence.
Upon verification, we will immediately arrange a free return/exchange service for you, including covering round-trip shipping costs, and prioritize your order processing.
VII. Contact Us
If you have any questions about our return/exchange policy or need assistance, please feel free to contact our customer service team:
Service Email: hello@silksandstitch.com
