At Silkoh, we want to ensure your complete satisfaction with your jewelry purchase.
We understand that sometimes things may not work out as expected, which is why we have a clear and customer-friendly returns policy.
Please take a moment to review the following guidelines:
1. Return Timeframe: You have 14 days to return domestic orders and 21 days for all international orders from the date of purchase. This allows you ample time to decide if the item is right for you.
2. Return Options: We offer various options for eligible purchases, including:
- Refund: You can choose to receive a refund for the returned item.
- Store Credit: Opt for store credit to use towards a future purchase.
- Store Credit 110%: Select this option to receive store credit valued at 110% of the item's purchase price.
- Size Exchanges: If the item doesn't fit, we offer size exchanges to ensure the perfect fit.
3. Return Eligibility: To be eligible for a return, the jewelry must meet the following criteria:
- The item must be in its original condition, unworn, and free from any damage or signs of wear.
- Please ensure the jewelry is returned in its original packaging, with all tags and certificates intact.
- For hygiene reasons, we cannot accept returns on earrings or earring accessories.
- Please note that items marked as "last chance" or purchased from the Sample Collection or SAMPLE SALE cannot be returned.
4. Return Process: To initiate a return, please follow these steps:
- Lodge your return through our online portal. We do not offer free shipping for returns, so the cost of return shipping is at your expense.
- Ensure the jewelry is unused, in its original packaging, and in new and saleable condition.
- Include the Return Form, which can be found on the packing slip attached to your order.
- We recommend using a tracked shipping service to ensure safe delivery. Please note that we are not responsible for any loss or damage during transit.
5. Return Processing: Once we receive your return, please allow approximately 2-3 business days for processing. During busy seasons or promotional sales, processing times may be slightly longer.
We will process the return only if the item was purchased directly from our official online store. Items purchased from other stockists must be returned to their original place of purchase.
6. Store Credit: If you opt for store credit, you can redeem it by entering the code in the gift card and discount code field during checkout. Store credit gift cards have no expiry date and are non-refundable.
7. Warranty Information: We provide a three-month manufacturer's warranty for all jewelry purchased in-store and online. The warranty covers manufacturing defects but does not include neglect, loss, general wear and tear, or discoloration caused by external substances. Please follow the care instructions provided to ensure your warranty remains valid.
8. Faulty Items: If you believe you have received a faulty item, please contact our Silver Support team with your order number, proof of purchase, and a detailed description of the issue. Our team will assess the situation and determine if the item qualifies for replacement.
Thank you for choosing Silkoh for your jewelry needs. We appreciate your trust and are here to assist you throughout the process.