Refund policy
Refund & Return Policy
Thank you for shopping with Silk & Sin. We want you to love your purchase. Because our collection includes intimate items, we maintain a strict hygiene and return policy to ensure the health and safety of all our customers.
Please read our policy carefully below before initiating a return.
1. Return Period & Eligibility Timeframe: You have 30 days from the date of delivery to request a return. Condition: To be eligible for a return, items must be unworn, unwashed, unaltered, and in the exact condition you received them. All original tags, packaging, and hygiene seals must be fully intact and unbroken. Exclusions: For hygiene and safety reasons, certain intimate items and sale/clearance products cannot be returned unless they arrive genuinely faulty or damaged.
2. Faulty or Damaged Items If an item arrives damaged or has a manufacturing fault, we want to make it right immediately.
- Please inspect your order upon arrival.
- Contact us within 7 days of delivery with your order number and clear photographs of the fault.
- Once verified, we will arrange for a replacement or a full refund.
3. Return Address & Process Important: Please do not send any item back to the manufacturer or to any address listed on your shipping label without contacting us first. Unauthorised returns cannot be accepted or processed.
To initiate a return, please follow these steps:
- Contact our customer care team at hello@silkandsin.com.au with your order number and the reason for your return.
- Once your return has been reviewed and approved, we will provide you with the correct return instructions and the designated return address.
4. Shipping Costs Customers are responsible for the shipping costs of returning non-faulty items. We highly recommend using a trackable shipping service, as Silk & Sin cannot guarantee that we will receive your returned package. If the item is confirmed faulty or damaged upon arrival, Silk & Sin will cover the return shipping costs or provide a pre-paid label.
5. Refunds & Processing Once your return is received and inspected by our team, we will send you an email notifying you that we have received your item and whether the return has been approved or rejected. Approved refunds will be processed automatically back to your original method of payment. Please allow a few business days for your bank or credit card company to clear and post the refund.
