Returns MUST be agreed in advance before returning goods and must be clearly marked with the relevant order number. To discuss returning a product contact us
You are required to notify us within 3 days of receipt of your goods, if your order arrives damaged in any way.
Items are returnable for exchange or refund of the amount paid IF they have not been used.
Sales invoice or photo copy of such MUST accompany all returned merchandise, which must be packaged in the original wrapping and be in re-saleable condition. Exchanges are not possible without receipt.
All returns must be initiated within 14 days of purchase, with the exception of Christmas orders made during November and December when The House of Silk allows up to the 7th January of the following year for returns to be initiated.
For your health and safety, lingerie is generally not returnable. Those in their original sealed package and show no sign of wear or use whatsoever may be returnable. Determination of use is made by The House of Silk staff ONLY.
Postage and packing is not refundable and customer pays all shipping charges. The customer is responsible for the safe return of goods to us and is responsible for any goods lost or damaged in transit. We will refund you for the cost of the goods only or we will exchange for comparable goods within 21 days. We will not refund for gift wrapping. If you return goods that are used, washed or damaged in any way you will be charged for the packing and shipping costs of returning the goods to you. After 14 days the refund or exchange is entirely at our discretion. A restocking charge of 15% may be made if goods are accepted back on to stock. 'Custom made' and 'made to order' items are only returnable in case of faulty workmanship or incorrect manufacture.