Returns & exchanges

Every order is checked before it leaves us. If you wish to return an item, or if something arrives damaged or incorrect, follow the steps below.

Start by email

Return window

30 days

After delivery

Return for a refund

$7 label fee

When using our prepaid label

First size/color exchange

No label fee

First order only; prepaid label sent after approval

Refund or exchange

5–7 business days

After inspection: refund to the original payment method or replacement sent

01

Return & exchange policy

  • Request submitted no later than 30 days after delivery
  • Order number provided and return approved before shipment
  • You may try items on to check the fit. Returned items must otherwise be unworn, unwashed, undamaged, and unaltered, with all original tags attached.
  • No marks, makeup, deodorant, scent, hair, or other signs of wear

Cannot be returned or exchanged

  • Items on clearance, underwear, socks, eye/face masks, pet bandanas, customized items, and monogrammed items
  • Requests submitted after the 30-day window
  • Items sent without approval or to an address not provided by Silxine
  • Items missing original tags
  • Items worn for sleep or daily use, washed, altered, damaged after delivery, or otherwise not in their original condition
  • Wrong, damaged, or defective items follow the separate process below and are not assessed under these ordinary condition rules. This policy does not limit rights that cannot be waived under applicable law.

02

How to return or exchange

The same three steps apply to refunds and exchanges. Fees and exchange options are set out below.

Shared steps

01

Request approval

  • Email support@silxine.com with your order number, item, brief reasons, and whether you want a refund or exchange.
  • For an exchange, name the size or color you would like in the same style.

02

Choose how to send it

  • After approval, use our emailed prepaid label or pay a trackable carrier directly. Send the item to the return address provided by Silxine.
  • If you use your own carrier, you must reply with the carrier name and tracking number so we can process your return or exchange.
  • To help protect your item, please reuse the original zippered inner bag for your return or exchange. Make sure the bag is clean, dry, and zipped closed. If it is unavailable or damaged, use a suitable protective bag instead. Place the bag inside sturdy, securely sealed outer shipping packaging. The original outer mailer and tissue paper are not required.
  • Returns sent with unpaid postage or by freight collect will not be accepted.

03

Inspection and outcome

  • We inspect the item after it reaches us.
  • Approved refunds are issued, or replacement items sent, within 5–7 business days after inspection.
  • Refunds are issued to the original payment method. Your bank may need another 3–5 business days.

Fees and exchange options

Return for a refund

  • Return label: A $7 fee is deducted from your refund when you use our prepaid label. No $7 label fee applies if you arrange your own return shipping. Self-arranged postage is not reimbursed unless the return is due to our error or required by law.
  • Original shipping: Not refundable unless the return is due to our error or required by law.
  • Gift box: Gift-box fees are non-refundable for change-of-mind returns after delivery. You do not need to return the gift box.
Request a refund by email

Exchange an item

  • Return label: Your first size or color exchange on your first order includes our prepaid label with no fee. For another exchange, use our $7 label or pay a trackable carrier directly.
  • Options: Choose another available size or color in the same style, with no price adjustment. For a different style, return the item and place a new order.
  • Replacement: Shipping is complimentary. Exchanges depend on inventory.
Request an exchange by email

03

Wrong, damaged, or defective

Email support@silxine.com within 7 days after delivery with your order number and clear photos. For an approved claim, Silxine covers the return and replacement shipping.

We will tell you whether the item needs to be sent back. Depending on availability and your preference, we will replace the item or issue a refund.

04

A few details

What if my exchange choice is unavailable?

We will help you choose another available size or color in the same style, or issue a refund to the original payment method. Exchanges depend on inventory.

Are shipping and gift-box fees refundable?

Original shipping charges are not refundable unless the return is due to our error or applicable law requires otherwise.

Gift-box fees are non-refundable for change-of-mind returns after delivery. You do not need to return the gift box.

If a paid gift box is missing, damaged, or incorrect, email support@silxine.com.

You can cancel a pre-order before dispatch for a full refund of all amounts paid, including any gift-box fee.

Can I arrange my own return shipping?

Yes. After your request is approved, use a trackable service and pay the carrier directly. You must reply to the approval email with the carrier name and tracking number so we can process your return or exchange. No $7 label fee is deducted when you do not use our prepaid label. Self-arranged postage is not reimbursed unless the item was wrong, damaged, or defective, or applicable law requires otherwise. Returns sent with unpaid postage or by freight collect will not be accepted.

Still need help?

Email us with your order number. We reply within one business day.

Email support@silxine.com