This is the returns policy for SLS. Our home page on the Web is located at www.silklaceorsatin.com.

To see our full privacy policy, click here.

Returns Policy

We offer a 100% guarantee that if you have a problem with the goods you have ordered (including Sale items) in the ways mentioned below, we will exchange them or give you a full refund for the items*, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact.

*Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items, you will not be charged again for delivery. All replacement items are shipped via standard delivery.

Please ensure that briefs/thongs/swimwear etc. are tried on over your own underwear. We reserve the right to refuse returns of items where it is apparent that this has not been done.

Gift cards are non-returnable and cannot be exchanged for cash.


Items will be replaced only in cases where
(1)the customer did not get the item in the model or color he/she had ordered for in which case the item will be replaced with the correct item
(2)the item does not fit in which case the item will be replaced with the size advised by the customer upto a maximum of 3 times and
(3)in case of special circumstances which are considered for replacement based on the discretion of the proprietor or management of SLS.

Items will be refunded only in cases where the purchased item with the specified color or size is not available and is not in the process of being ordered within the stipulated delivery time and the customer does not want to swap with another color in stock or another item in stock of value higher or lower than the purchased item.

Returns period

Our normal returns period is 15 days from when you receive the goods, and any returned items must be received by us within this time.

(Please note that these dates are those by which any returns must be received back in our warehouse, so please allow sufficient time for your goods to reach us)

We enclose a returns address label with your order. Send your return via the courier company, and please keep the receipt so that we can complete your request in the event of items being lost in transit. You should keep this receipt until you have received your refund or replacement.

In all cases, your proof of postage should show the silklaceorsatin.com address to which you have returned the goods, together with the post office's printed/stamped confirmation of the date of posting.

We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to seven days from receipt of your return for this to be done.

Refunds

If you have requested a refund, or replacements of a lower value than the returned goods, any refund due will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed. Please note that we are unable to offer credit notes.

Replacements

If you have requested replacements of a higher value, any difference due will be charged to the card used to pay for the original order.

Return of Faulty Goods

If you believe the goods we have supplied to you are faulty, you should return the item to us together with a note, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.

Please quote your order number on the top left hand side of the package, to assist us in identification on return to silklaceorsatin.com.

"I've received some silklaceorsatin.com items as a gift from someone else. Can I return them?"

Of course you can return them as normal - please refer to the return guidelines above and on the paperwork that came with the goods.

However please be aware that, as part of the returns process, the purchaser will automatically be notified by email of any returns, refunds or replacements. Unfortunately, we cannot prevent this as it is an automated part of our returns system.

If you request replacement items of a higher value, we would need to obtain the purchaser's permission before making an additional charge to their card. Alternatively, any difference can be paid using your own card - should you wish to do this, please include clear payment instructions with the returned items, together with contact details in case of any query.

If you request a refund, please note that this can only be issued to the card which was used to pay for the goods. We are unable to offer credit notes.

Delivery time and cost


All products will be shipped as soon as possible, subject to payment card authorisation and stock availability.

Orders are sent in plain packaging. However, please note that for delivery purposes, our return name & address will be shown in one corner of the address label (in small font, without the 'Silk, Lace or Satin' logo).

You will only be charged once per order for delivery and gift boxing (if applicable) however many separate shipments we make to you.