Refund policy
Returns
We hope that you are delighted with your purchase; however, if you wish to return your order for a refund or an exchange, please note we will accept returns sent back within 14 days of receipt of your order. If 14 days have passed unfortunately we will not be able to offer you a refund or an exchange.
To be eligible for a return your item must be unused and in the same condition that you received it. All labels and tags must be attached and in its original packaging. There should be no makeup stains, marks, pulls, or rips on the garments. Please ensure that briefs are tried on over your own lingerie.
If there is a hygiene strip please do not remove if you wish to return your item. Please note we carry out a very strict quality control process before dispatching orders.
We reserve the right to refuse a refund or exchange if the items are not sent back to us in the original condition. In such a case, we will organise to reship the goods back to the original shipping address.
Refunds: Refunds will be processed within 10 days of receipt of your order to allow for inspection. Refunds will be credited into the original payment method. (Credit/Debit card, Gift Voucher or PayPal Account).
Please note for a full refund you will need to send back the full set (where applicable) as we do not offer a partial refund for a return of a top or bottom. The full set will need to be returned for a full refund.
You will be refunded based on the cost of the product, please note that we do not refund shipping charges or gift wrapping services.
Late or missing refunds
If after 10 days you have not received a refund please check your bank account again.
Then you should contact your credit card company, It may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, Please contact us at customer.services@silk-lace.com with relevant details (Order number, personal details and payment details).
Returns shipping
We highly recommend that you obtain a “proof of postage” or a tracked service as all goods will remain the responsibility of the customer until they reach Silk & Lace LTD.
Please fill in the returns slip that is included with your order, with the details of your return and whether you would like an exchange or refund.
If there is no returns form in your parcel please click Here to download one.
It is compulsory for any return or exchanges to be accompanied by a returns form (Filled in) otherwise we will not be able to process your request and it will be returned to sender.
It is the customers responsibility to cover any cost related to returning the order to Silk & Lace LTD.
Promotional and sale items
If a promotional discount was applied to your product you will only be refunded what you initially paid for the product.
If you received a free promotional gift with your order you must also return the free promotional gift as this is related to the products in your order.
All promotional items that have been advertised on the Silk & Lace website are subject to availability.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Refunds on Non-EU Orders: If you purchased a product online and had it delivered to a non-EU country, if you return the product within 28 days of receiving your order we will refund you the price of the product on the condition that they have been returned in a saleable condition. Please note for Returns from non-EU country’s we will not refund delivery charges and any custom duties that have been paid for your product.
Exchanges: We can only offer an exchange on the same product. Where, available replacement items will be sent out within 10 working days. If your replacement size is not available you will be notified by email and be issued a full refund. If you wish to buy an alternative item please create a new order on our website or get in touch with our customer care team at customer.services@silk-lace.com.
Please note we will only replace items if they are defective or damaged. Damaged items must be notified by email to customer.services@silk-lace.com within 3 days of your purchase.
If you would like to exchange any part of your order you will only need to send back the pieces you would like to exchange.
Gift Vouchers: Please note that gift vouchers are not cash refundable. Items purchased via gift vouchers can be size exchanged, or you can be re-credited with the value of the gift voucher.
