Returns & Exchanges Policy

At Silk Ember, we want you to absolutely love your purchase.
If something isn’t quite right, we’re here to help with easy returns and exchanges.

1. Eligibility for Returns

We accept returns and exchanges within 30 days of delivery.
To be eligible, items must meet the following conditions:

  • Unworn, unwashed, and unused

  • In original packaging, with all tags attached

  • Free from makeup, deodorant, or perfume marks

Unfortunately, we cannot accept returns on:

  • Sale or clearance items (unless defective)

  • Intimate apparel (e.g., lingerie, bodysuits)

  • Gift cards

2. How to Start a Return or Exchange

To initiate a return or exchange, please contact our support team at admin@silkember.co.uk with your order number and the reason for your request.
We’ll provide you with instructions and a return shipping label (if applicable).

Please do not send items back without contacting us first.

3. Return Shipping Costs

  • Domestic Returns: Customers are responsible for return shipping costs unless the item is defective or incorrect.

  • International Returns: Customers are responsible for all shipping and customs fees associated with returning an item.

If an exchange is requested, we’ll cover the cost of sending the new item to you once the original has been received.

4. Refunds

Once your return is received and inspected, we’ll send you an email to notify you of the approval or rejection of your refund.
If approved, a refund will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

Original shipping fees are non-refundable.

5. Exchanges

Need a different size, color, or item?
We’re happy to offer exchanges for available products. If your requested item is out of stock, you can choose a store credit or a refund instead.

6. Damaged or Defective Items

If you receive an item that’s damaged or incorrect, please contact us within 7 days of delivery at admin@silkember.co.uk with photos of the issue.
We’ll resolve it quickly with a replacement, exchange, or refund.

7. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank account or credit card again.

  2. Contact your payment provider — sometimes processing takes time.

  3. If you’ve done all this and still haven’t received your refund, email us at admin@silkember.co.uk   for assistance.

8. Contact Us

For any questions about returns or exchanges, please reach out to us at:
📧admin@silkember.co.uk  
🌐 https://silkember.co.uk/