We hope that you love your SILK & GREY product but if you are unhappy for any reason, you can return your goods for a refund or exchange in accordance with the following policy:
Please contact us for return authorization firstname.lastname@example.org within 14 days of receipt of your item(s). In the case of gifts, please quote the name of the purchaser.
The item(s) that have been individually made, personalised with bespoke embroidery or monogrammed can not be returned.
The item(s) being returned must be returned in their original condition, unused, undamaged, unsoiled, unaltered and with all tags in place.
We will not accept returns of any non-faulty items that have been worn and advise all customers to check garments thoroughly upon delivery before disposing of any original packaging. Please make sure goods are properly packed to avoid damage.
Please note that it is your responsibility to cover postage costs for returns. You should ensure that the goods are fully insured as proof of normal posting does not cover goods that are lost or damaged in transit.
We are not obliged to accept returns that do not meet the above procedure. In such a case, we may send the products back to the customer or require the customer to arrange for their collection from us, in each case at the customer’s cost.
Post the item(s) back to us at the address listed below. We recommend you use a tracked postal service that insures you for the value and guarantees delivery. The item(s) are under your duty until they arrive back with us. Please keep your postage receipt until we have acknowledged receipt of your item(s).
We will email to confirm when a return has been received and aim for refunds to be processed within 7 days.
Any order may be cancelled until the Buyer has received the Shipping Confirmation email. Please contact email@example.com or +44 0 7891589094.
SILK & GREY Returns
59 Thornyhill Road,
Subject to stock availability, we will exchange eligible items that are returned to us within 7 days. In cases where we are unable to provide an exchange, we will offer a refund. The new item will be shipped to you after the returned item has been received by us.
If you wish to receive a refund for returned items, eligible items need to be returned and reach us within 7 days of being received by you. Please note that refunds can only be made to the card/payment method originally used to pay for the order, and may take up to 14 days to appear in your account. Shipping fees cannot be refunded, unless the item you received was faulty or wrong size. We cannot offer refunds on Import Duty / Tax / VAT.
If you find that item you received is not what you ordered, is faulty or damaged, please contact us immediately. We will send you the correct or new item within 7 days of receiving your parcel and we’ll refund any costs you incurred returning the goods. Unfortunately we may not be able to assist you, if the product has been used or washed.
SILK & GREY does not take responsibility for returns received in a damaged condition without prior notice.
Our returns policy does not affect your statutory rights. Please be aware that it is your responsibility to ensure your returned item reaches us safely. We advise that you ship your item(s) using a service that insures you for the value and guarantees delivery. Please keep your postage receipt until we have acknowledged receipt of your item(s).
BESPOKE & MONOGRAMMED ITEMS
Bespoke and Monogrammed items are made especially for you. Please note that we are not able to refund or exchange personalised items. All sales of items that have been personalised with bespoke embroidery or monogrammed are final.
If you have any questions about our RETURNS POLICY, please contact firstname.lastname@example.org.