Refund policy

We allow 30 days from the date you receive your order to request a return.

Eligibility conditions

• The item must be new, unworn, unwashed, with its original tags and packaging intact.
• For hygiene reasons, any lingerie item whose packaging has been opened or damaged cannot be accepted.
• Please have your receipt or proof of purchase ready.
• Please note that orders made during our black friday, cyber monday or winter sales are final and we are unable to accept return on these items, these items can only be exchanges or redeemed for credit store.

Return procedure

1. Contact us at contact@silken-ember.com and include your order number.
2. Attach 2 - 3 clear photos of the item showing its condition.
3. Once approved, we’ll e-mail you a pre-paid return label along with the return address and instructions.
4. Parcels sent back without prior authorisation will not be accepted.

Defective items or shipping errors

Please inspect your parcel upon delivery. If an item is defective, damaged or incorrect, contact us immediately so we can arrange a replacement or refund.

Refunds

• You’ll be notified as soon as we receive and inspect your return.
• If approved, the credit will be issued to your original payment method within 10 business days.
• Posting time then depends on your bank or card issuer.
• If, after 15 business days from our confirmation, the refund still hasn’t appeared, e-mail us at contact@silken-ember.com.