We know that sometimes things don’t go as planned and you simply want to get your money back. Don’t worry, as long as an item is still in its original condition, you can make returns for free, subject to the rules below, which include a clause on proper use. None of these rules affect your statutory rights.

It is possible that we deducted and withheld €4.95 from your order, in accordance with our fair use policy (see here for more details).

You have 28 days to return an item to us for a refund from the date the package is delivered or the date your order is ready to be picked up at the store or collection point of your choice. We will refund you using the payment method you used. Please note that if your order is delivered to a relay point, the return period starts from the delivery of your order by our partner, not from the date you come to pick up your order.

If you paid shipping fees and you return the entire order to us within 14 days of delivery or making it available for pickup, and it complies with our policy regarding the original condition of returns and fair use, we will also refund you the standard shipping fees.

We do everything we can to ensure you are refunded within 15 calendar days of receiving the returned item in our warehouse.

If you request a refund for an item within the timeframes mentioned above but cannot return it to us for any reason, please contact us. However, any refund will be at our discretion. Remember, even if the item you wish to return was shipped from a warehouse different from the one normally serving your country, the return process does not change.

We do not accept returns of unwanted items after the corresponding return period above. If you attempt to make a return, we may send it back to your original delivery address and ask you to pay for the shipping.

If the original delivery address was a collection point or store, we will return them to the default delivery address registered on your Silk Gallery account.

For hygiene reasons, certain items cannot be returned:

• earrings and piercings, if the packaging is open or if they have been worn
• swimwear and underwear without their hygiene protection band
• makeup products and Face + Body products if the packaging is open or the original hygiene protection band has been removed
• fabric masks if the seal has been tampered with or is broken

You can try an item as you would in a store, but do not wear it for too long. If an item is returned to Silk Gallery or a Silk Gallery partner brand in poor condition (worn, damaged, etc.) or outside the return period, Silk Gallery or the Silk Gallery partner brand will not be able to refund you. If the item is returned to you, Silk Gallery may ask you to pay for shipping. Silk Gallery or a Silk Gallery partner brand will inspect all returns. The return policy for orders sold by a Silk Gallery partner brand is at the brand’s discretion. In order to refund them in full, all returned items must not have been used/worn and must be in the same condition as when you received them. In addition to their original packaging, all tags must be attached (for example, shoes must be returned in the original shoe box you received).

Returned items are at your responsibility until they reach us, so make sure to obtain proof of shipment in case you need to contact us about your return!

We are not responsible for items that are returned to us by mistake (it happens!). If we manage to locate them (this is not always possible), we may ask you to pay for shipping.

We do not accept exchanges. If you want an item in a different size or color, you will need to return the item to us and place a new order.

For more information, see the page about defective items. Did you receive the wrong item? Take a look at the page explaining how to return an incorrect item.

You don’t know? In order to save tons of paper, Silk Gallery has now switched to a paperless return system. Return labels (or order summaries) are no longer sent in your package. For all your returns, go to the personalized “My orders” section of “My account”. To learn more about online returns, see our corresponding FAQ.

You will find all available return options here. You won’t need a printer, as we won’t ask you to print a label. When you make a return, you will receive a QR code to present at your chosen drop-off point when you hand over the package. Don’t forget to bring it with you!

If your partner brand item was shipped by Silk Gallery, you can follow our usual return procedure. Remember that only items shipped by our partner brands should be returned directly to the brand. See our page here to learn how returns work with Silk Gallery partner brands.

Changed your mind? Find information on how to cancel your order in accordance with the right of withdrawal.