Return and Refund Policy

At Silky London, we want you to feel confident and comfortable with every purchase. If something isn’t quite right, we’re here to help with a simple and transparent return process.

1. Return Eligibility

We accept eligible returns within the return period provided the item is:

  • Unworn and unused

  • Unwashed and unaltered

  • In its original packaging

  • Returned with all original tags, labels, accessories, and protective packaging attached

  • Free from perfume, deodorant, makeup, stains, or other signs of wear

For hygiene reasons, certain intimate products may not be eligible for return once opened, tried on, or removed from their protective packaging.

Items marked Final Sale are not eligible for return, exchange, or refund unless they arrive damaged or incorrect.

2. Intimate Apparel & Hygiene Policy

For the health, safety, and hygiene of our customers, we have additional return requirements for intimate apparel.

Panties, lingerie bottoms, bodysuits, and similar intimate garments must remain unworn, unopened where applicable, and have all hygiene seals or protective liners fully intact.

Items with a removed, damaged, or altered hygiene seal cannot be returned.

For swimwear, the hygiene liner must remain completely attached and intact.

We reserve the right to decline returns that do not meet these hygiene requirements.

3. Return Request Period

Return requests must be submitted within 14 days of the delivery date.

Requests received after this period may not be eligible for return or refund.

4. How to Request a Return

To start a return, please contact our customer support team and provide:

  • Your order number

  • The item(s) you would like to return

  • Your reason for the return

  • Photos of the item if it arrived damaged, defective, or incorrect

Once your return request has been reviewed and approved, our team will provide you with the return instructions.

Please do not send products back without first receiving return authorization from our team.

When returning your order, please ensure the products are securely packaged to prevent damage during transit.

5. Return Shipping Costs

Customers are responsible for return shipping costs for standard returns, including returns related to sizing, fit, preference, or change of mind.

Silky London will cover or reimburse reasonable return shipping costs if:

  • You received an incorrect item

  • Your item arrived damaged

  • Your item arrived with a confirmed manufacturing defect

Original shipping charges are non-refundable unless the return is the result of an error on our part.

6. Damaged or Incorrect Items

Please inspect your order when it arrives.

If you receive a damaged, defective, or incorrect product, contact us within 4 days of delivery with your order number and clear photographs of the item.

Our team will review the issue and arrange an appropriate replacement, exchange, or refund where applicable.

7. Refunds

Once your returned item has been received, our team will inspect it to confirm that it meets our return requirements.

If approved, your refund will be processed within 7 business days and issued to the original payment method used for your purchase.

Please note that your bank or payment provider may require additional time to reflect the refund in your account.

Original shipping fees are non-refundable unless your order was incorrect, damaged, or defective due to an error on our part.

8. Exchanges

We currently offer direct exchanges only for products that arrive damaged, defective, or incorrect.

For sizing or preference changes, please return the eligible item according to our return policy and place a new order for your preferred size, color, or style.

All hygiene requirements described above still apply.

9. Non-Returnable Items

Returns cannot be accepted for:

  • Items marked Final Sale

  • Worn, washed, or altered products

  • Products with removed tags

  • Intimate garments with removed or damaged hygiene seals

  • Swimwear with removed hygiene liners

  • Items showing signs of perfume, deodorant, makeup, stains, or wear

  • Products returned without prior authorization

  • Items returned outside the eligible return period

This policy helps us maintain the highest standards of hygiene and product quality for every Silky London customer.

10. Contact Us

If you have any questions about a return, refund, or your order, please contact our customer support team.

Customer Support Hours:
Monday – Friday
9:00 AM – 5:00 PM

We aim to respond to all customer inquiries within 24 hours during business days.

Store Name: Silky London
Email: support@silkylondon.com

Thank you for choosing Silky London. We appreciate your trust and want every experience with us to feel comfortable, confident, and effortless.