Refund policy
Effective date: August 11, 2026
This policy applies to purchases made directly from SILKWEAR and covers returns, order issues, replacements, refunds, and cancellations.
Returns
An eligible fashion item may be returned when the request is submitted within 7 calendar days of delivery. The item must be unworn, unwashed, unused, unaltered, free from scent, cosmetics, marks, or damage, and include all original tags, hygiene seals, accessories, and packaging.
A return is not approved until SILKWEAR provides written authorization and instructions. Proof of tracked return dispatch must be provided within 10 calendar days of delivery unless a different deadline is confirmed in writing.
The following are not eligible for a voluntary return:
- Final-sale items, gift cards, and products identified as non-returnable
- Personalized, customized, made-to-order, or branded products once preparation has begun
- Underwear, lingerie bottoms, bodysuits, swimwear, or other hygiene-sensitive items after protective packaging or seals are opened
- Items showing wear, washing, scent, staining, damage, alteration, missing tags, or incomplete packaging
- Items sent without authorization or outside the stated deadlines
Damaged, incorrect, missing, or defective items
Contact customer-care@silkwear.ca as soon as an issue is discovered and no later than 30 calendar days after delivery. Visible damage, an incorrect item, missing contents, or a delivery shortage should be reported within 7 calendar days for the fastest review.
Include the order number, a clear description, photographs or video of the item and packaging, the shipping label, and measurements where size is involved. Keep the item and packaging until the review is complete. Missing evidence may delay or prevent a resolution.
When the issue is confirmed, SILKWEAR may provide a replacement or refund. An incorrect item does not need to be returned unless SILKWEAR specifically requests it and provides instructions. Minor colour, texture, packaging-scent, or measurement variations within the product information or ordinary production tolerances are not automatically defects.
Unavailable, unshippable, delayed, or missing orders
If an item becomes unavailable or cannot be shipped, SILKWEAR may offer a replacement or refund the affected item. A package confirmed lost in transit is eligible for replacement or refund.
Delayed shipments are reviewed under the Shipping Policy. A delay remedy does not apply when delivery is prevented by an incorrect or incomplete address, refusal, non-collection, customs action, an unknown recipient, inability to contact the recipient, or another customer-caused delivery failure.
Cancellations and order changes
A standard order may be cancelled only before shipment, and cancellation is not confirmed until SILKWEAR approves it in writing. Personalized, customized, made-to-order, or branded orders cannot be cancelled once preparation begins or more than 48 hours after payment. Product, address, size, or colour changes are not guaranteed after processing begins.
Return shipping and refunds
For an approved change-of-mind return, the customer pays return shipping and related charges. Use a tracked service and retain the receipt. Do not return an item to an address shown on a receipt, package, label, or website unless SILKWEAR authorizes that address in writing.
Returns are inspected before approval. Eligible refunds are issued to the original payment method. Original delivery charges are not refunded for a change-of-mind return. Allow up to 7 business days after receipt for inspection and an additional 5 to 10 business days for the payment provider to post an approved refund.
Delivered, refused, or unclaimed packages
A delivered tracking scan does not automatically qualify for refund or replacement. Refunds and free reshipment are not available where delivery fails because of an incorrect or incomplete address, refusal, non-collection, a non-working contact number, an unknown recipient, failure to complete customs requirements, or inability to contact the recipient.
General
Only one reimbursement may be issued for a transaction. SILKWEAR may pause an internal refund review while a payment dispute remains open. Nothing in this policy limits a protection that cannot lawfully be excluded.
Returns and refunds: refund@silkwear.ca
Order issues: customer-care@silkwear.ca