What Can Be Returned (Eligibility and Conditions)?

Quick Answer

We offer a 365-Day Easy Return & Exchange Policy. You can request a return or exchange within 365 days of receiving your item, as long as it is still in original, new condition: unworn, unwashed, undamaged, and with all original tags attached.

Some items cannot be returned or exchanged for hygiene reasons or because they are final sale, and certain items must be returned as a complete set. To make sure your item qualifies and to get the correct instructions, please contact our Customer Care team via live chat or the Contact Us page before sending anything back.

How long do I have to request a return or exchange?

You have up to 365 days from the date you receive your item to request a return or exchange. Requests made after 365 days cannot be accepted.

When you reach out, please include your order number and the email address used at checkout so we can locate your order quickly.

What condition does my item need to be in?

To be eligible for a return or exchange, your item should be in its original, new condition. That means it must be:

Unworn and unwashed
Undamaged, with no signs of use
Complete with all original tags still attached
In its original packaging, with any security seal, clasp, or buckle intact where one was supplied

Items that have been worn, washed, altered, or returned without their tags generally cannot be accepted unless there is a verified quality issue.

Which items cannot be returned or exchanged?

For hygiene reasons and product-integrity reasons, some items cannot be returned, refunded, or exchanged. These are noted on the product page where they apply, and include:

Items on clearance
Used products (pajamas, accessories, comforters, and bedding)
Silk face masks, coverings, and underwear
Customized items
Gift wrap boxes
Gift cards and free gifts
Silk detergent

If you are unsure whether a particular item qualifies, contact our Customer Care team via live chat or the Contact Us page and we will confirm for your specific order.

Can I return only part of a set, such as just the top of a pajama set?

Sets, such as pajama sets that include both a top and bottoms, are sold and priced as a complete combination and are intended to be returned together. For this reason, returning only one piece of a set is generally restricted.

If a set is not right for you, the usual option is to return the complete set for a refund or exchange. Because individual situations can vary, please contact our Customer Care team via live chat or the Contact Us page to confirm what is possible for your order before sending anything back.

Do I need to buy from SilkSilky directly to return an item?

Yes. We can only accept returns and exchanges for items purchased directly from SilkSilky. We are unable to process returns or exchanges for items bought from third-party sellers or unauthorized websites.

If you are not sure whether your purchase was made through an authorized channel, or you have any doubt about a product's authenticity, contact our Customer Care team via live chat or the Contact Us page and we will help verify it.

Can a gifted item be returned?

Refunds can only be issued to the original payment method used for the order, so we are generally unable to process returns or exchanges on items received as a gift. If you received a SilkSilky item as a gift and there is an issue with it, please contact our Customer Care team via live chat or the Contact Us page so we can look into the options for your situation.

Who pays for return shipping?

For standard returns and exchanges of non-defective items, return shipping is currently the customer's responsibility, and we do not provide free return labels. Refunds are issued to the original payment method.

If your item arrived faulty, damaged, or incorrect, this is handled differently. Please contact our Customer Care team via live chat or the Contact Us page first, before sending anything back, and we will guide you on the next steps for your specific case.

How do I start a return or exchange?

Please contact us first rather than sending an item back on your own, as return instructions and the correct return address can vary by order and region. To get started:

Contact our Customer Care team via live chat or the Contact Us page with your order number and the email used at checkout.
Tell us which item or items you would like to return or exchange, and the reason.
Follow the return instructions we provide for your order, including any reference number we ask you to include.
If we ask you to ship the return yourself, use a tracked service and send us the tracking number after you ship.

You can find more detail in our article on how refunds work, including timing and amounts.

In what situations should I contact Customer Care?

Please reach out if:

You want to confirm whether a specific item is eligible to return or exchange
Your item is underwear, lingerie, a mask, a customized item, or another hygiene-sensitive product
You want to return only part of a set
Your item arrived faulty, damaged, or incorrect
The tags, packaging, or security seal are no longer intact and you are unsure if the item still qualifies
You need the correct return address or return instructions for your order
You received the item as a gift, or bought it from a third-party seller