Refund policy

Clothes are personal, and a jumper that looked right on screen is not always right on you. This page explains exactly how returns and refunds work at Silkybase, so you know where you stand before you order. It covers two different situations: sending an item back because you changed your mind, and receiving an item that has a problem. For the second, skip ahead to the part about items that arrive with a problem.

Our return window

You can ask for a return within 30 days of the day your order is delivered. This period covers, and goes beyond, the 14-day right to cancel that you have under the UK Consumer Contracts Regulations.

Condition of returned items

Please send items back unworn and unwashed, in the condition you received them, ideally with the labels still attached. You are welcome to handle an item the way you would in a shop, to check the size, the fit and how it looks. If an item comes back handled more than that and has lost value because of it, we may deduct an amount that reflects that loss. We always tell you the amount before we process your refund.

If a return reaches us so worn, washed or marked that we cannot accept it, we contact you. You can then ask us to send the item back to you at your own cost. If we do not hear from you within 30 days of our message, we treat the item as abandoned.

No restocking fees

We do not charge restocking fees. You get back the full price you paid for the items you return.

How to start a return

Email support@silkybase.com with your order number and the items you would like to return. We reply with the return address and the next steps. Please do not send anything back to the address shown on the parcel you received.

Return shipping

Return shipping is paid by you. Returns go to our supplier's returns centre in China, so the parcel travels internationally; this usually costs about £17, depending on the carrier and the service you choose. We recommend a tracked service, so that you and we can follow the parcel until it reaches us.

Damaged, defective or wrong items

If an item arrives damaged or faulty, or you receive something you did not order, email support@silkybase.com as soon as you notice it, with your order number and a photo of the problem. Within 30 days of delivery, you choose what happens next: a replacement, or a full refund to your original payment method. You do not need to send the item back, and it costs you nothing.

If a genuine fault only shows up later, we offer a repair, a replacement or a partial refund, depending on the item, how long you have had it and the fault itself. Under the Consumer Rights Act 2015 you can claim for a genuine fault for up to six years after your purchase (five years in Scotland). A fault is a real defect in the material, the making or the working of an item. Normal wear and tear, accidental damage and misuse are not faults.

Exchanges

Would you prefer a different size or colour instead of a refund? Mention it when you contact us and we will arrange an exchange.

Refunds

Once your return has arrived and been checked, we refund you to your original payment method within 7 business days, and never later than 14 days after your return reaches us. Your bank or card provider may need a few extra days before the amount shows on your statement.

We are here to help

Any questions about a return? Email support@silkybase.com and a member of our team will help. We aim to reply within 12 hours.