Refund policy

Return and Refund Policy
At Silken and Dreams, we strive for customer satisfaction. Please read our return and refund policy carefully below.

1. Damaged or Defective Products
Received a defective product? Contact our customer service immediately for further instructions. Silken and Dreams will cover the return shipping costs and offer either a replacement or a full refund.

Product damaged during delivery? Send us clear photos of the damage within 48 hours of receipt. We will assess the situation and cover return costs if necessary.

Received the wrong product? Get in touch with us, and we’ll arrange the return and ensure you receive the correct item.

2. Order Not Received
If your order hasn’t arrived, contact us, and we will initiate an investigation with the courier. If the package cannot be located, you will receive a full refund or a replacement.

3. Cancellation After Placing an Order
You can cancel your order before it is shipped. If the order has already been shipped, you can return it following the return procedure.

4. Return Policy for Non-Damaged Products
Changed your mind? No worries! You can return unused and undamaged products within 30 days of receipt, provided they are in their original packaging. Return shipping costs in this case are the responsibility of the customer.

5. No Exchanges
We do not accept exchanges. Want a different product? Return the unwanted item according to our return policy and place a new order.

6. Return and Refund Timelines

  • Return period: Returns must be reported and shipped within 30 days of receipt.

  • Processing time: Once we receive and inspect your return, we will process the refund within 10 business days. You’ll receive confirmation via email.

  • Refund conditions: Refunds will be approved if the product is unused, undamaged, and in its original packaging. Defective or incorrectly delivered products will be refunded after inspection.

  • Refund period: After approval, the refund will be processed within 10 business days using the original payment method.

  • Return shipping costs are the responsibility of the customer.
    If the item is defective, damaged, or incorrect, return shipping costs will be covered by Silken and Dreams.

7. Exceptions to the Return Policy
The following items cannot be returned:

  • Personalized or custom-made products

  • Hygiene products (e.g., socks, underwear) unless unopened and unused

8. Return Address

If your items are suitable for return, you can start the procedure by contacting our service specialists via help@silkenanddreams.com to initiate your return and receive return instructions. The return is at your own costs. 

9. Shipping and Fees

  • Shipping method: DHL and FedEx

  • Restocking fee: None

10. Legal Rights
This return policy does not affect your statutory rights.

Shop Name: Silken and Dreams
Company Name: DMD GLOBAL GROUP LIMITED
Email: help@silkenanddreams.com
Phone: +447830973574
Address: 32 Kinburn Street, London SE16 6DW, United Kingdom.

Opening hours:
Monday - Friday: 08:00 - 18:00
Saturday - Sunday: 09:00 - 17:00

We do our best to respond to your email within 24 hours.