Return Policy
We want you to always have a pleasant shopping experience with Silkyhaze. If you are not completely satisfied with the product you received, you have the right to request a free return within 30 days of receipt of your order. We will do our best to provide you with efficient and considerate return processing services. Please ensure that all products are unworn, unwashed, and keep the original packaging intact (such as packaging bags, brand labels, etc.). We can only process refunds if the products are returned to us in the same condition as when they were sent.
Please note that we do not refund the initial shipping costs incurred, and we are not responsible for products returned in any way other than using the Silkyhaze return service.
How to return products
A cookie is a small text file stored in your web browser that allows a website or third party to recognize you as a visitor (not an individual). Cookies may be used for the following purposes: (1) to enable certain features; (2) to provide analytics; (3) to store your preferences; and (4) to enable ad serving and behavioral advertising.
Cookies can be either session cookies or persistent cookies. Session cookies automatically expire when you close your browser. Persistent cookies remain until they expire or you delete them from your browser. The expiration date is set by the cookie itself; some cookies may expire after a few minutes, while others may expire after longer. Cookies placed by the website you visit are sometimes called “first-party cookies,” while cookies placed by other entities are sometimes called “third-party cookies.”
Cookies are often used in conjunction with pixel tags on websites. Pixel tags (also known as web beacons or clear GIFs) are typically transparent graphic images placed on websites. These pixels are used in conjunction with cookies to measure the actions of visitors to their websites through the Services. For example, we or our business partners may use pixel tags to track interactions on the website or understand referrals from our website to a partner, or for retargeting purposes (as we describe in our Privacy Policy), or other interest-based advertising (as further explained in the following section).
Why do we use cookies?
- You must submit a return request within 30 days of receipt of your order.
- Please contact us at hello@silkyhaze.com to submit a return request and provide relevant information (such as order number, purchase date, product name, etc.). After review and approval, we will provide a return address and detailed instructions. Please do not return the product without confirmation.
- If an item is out of stock, we will notify you and provide a replacement or refund for the item. We will notify you by email.
- Each order must be returned separately. Please do not mix and pack items from multiple orders. Please only return the items you selected in the return application. Other items will not be accepted.
The following items are not accepted for return or exchange
- Items in the “final sale” state.
- For hygiene reasons, certain items such as lingerie and swimwear are only accepted for return or exchange due to quality issues. Please carefully confirm the size before placing an order.
- Items that have been worn, washed, modified or damaged by humans.
- Special promotion items are not returnable.
- Any items purchased from channels other than Silkyhaze’s official website.
Refund Processing Instructions
After receiving your returned goods, our after-sales team will complete the product inspection and refund operation within 5-7 working days. Once the refund is processed, we will notify you in time by email.
The refund amount will usually be returned to your original payment account within 10 working days, but the specific arrival time may vary depending on the processing cycle of your bank or payment platform.
If a product is out of stock, we will proactively contact you and provide you with an alternative product of equal value or a separate refund for the out-of-stock product to ensure your rights.