Refund policy

Return & Refund Policy

At Silkgala, we want you to feel confident when shopping with us. If you are not satisfied with your purchase, please review the following policy for information about returns, exchanges, refunds, and your consumer rights.

1. Returns and Withdrawal Period

Silkgala offers a 15-day return period for eligible retail purchases, beginning on the date the last item in your order is delivered.

To request a return, please contact us within this period. If the final day falls on a weekend or public holiday, the deadline will be extended to the next business day.

Returns are subject to the eligibility requirements described below.

For customers in the European Union, statutory withdrawal rights and legal guarantees apply in addition to this policy. Nothing in our voluntary return policy limits any rights that cannot legally be excluded.

2. Trade Purchase Orders

Orders placed using TRADE15, TRADE20, TRADE25, or TRADE30 are subject to Silkgala's separate Trade Purchase terms.

To the extent permitted by applicable law, Trade Purchase orders are final sale for buyer-initiated returns or exchanges, including:

Change of mind or personal preference
Incorrect size, color, or style selection by the buyer
Slow-selling inventory or unsold merchandise
Overstock or excess inventory
Buyer-requested cancellation after order processing
Other buyer-related reasons

Defective, Incorrect, Damaged, or Missing Trade Items

If a Trade Purchase shipment contains a confirmed manufacturing defect, incorrect item, shipping damage, or missing merchandise, Silkgala will take responsibility for the affected item or items.

Please contact service@silkgala.com as soon as possible, preferably within 7 days of delivery, and provide:

Your order number and relevant order details
Clear photos or videos of the affected items
Photos of the outer packaging, where relevant
A description of the issue

After verification, Silkgala will provide an appropriate resolution, which may include replacement, reshipment, refund, or another reasonable remedy.

Where a return is required due to a confirmed issue for which Silkgala is responsible, we will cover reasonable return shipping costs.

Claims generally apply to the affected items rather than automatically making the entire Trade Purchase order eligible for cancellation or return.

The suggested reporting period does not override applicable mandatory legal rights.

Trade Purchase terms do not exclude any statutory consumer protections that apply to a particular transaction.

3. How to Start a Return

Before returning an item, please submit a return request through one of the following methods.

Customer Account

https://account.silkgala.com

Email

service@silkgala.com

If you placed your order using a phone number, you may also access your order through the link provided in your SMS order confirmation.

Please provide:

Your order number
Your name or the email address associated with the order
The item you wish to return or exchange
The reason for your request
Clear photos or videos if the item is defective, incorrect, or damaged

Our customer service team will review your request and provide return instructions and the appropriate return address.

Please contact us before sending merchandise back. Returns sent without prior instructions may be delayed or difficult to identify.

This procedure does not restrict any statutory right to withdraw from a purchase or exercise a legal remedy.

4. Return Conditions

For returns under Silkgala's voluntary 15-day return policy, merchandise should meet the following conditions:

Unworn and unwashed
Free from stains, damage, and noticeable signs of use
Free from perfume, smoke, or other foreign odors
Free from human hair, animal hair, or other foreign fibers
Original product tags attached, where applicable
Original accessories included
Original packaging and hangers included, where reasonably possible

Returned items may be inspected before a refund or exchange is processed.

Silkgala may decline a voluntary return if the merchandise does not meet these conditions, subject to applicable law.

Important: These conditions do not override statutory withdrawal rights or legal guarantees. Where applicable law permits consumers to inspect or handle goods before withdrawal, those rights remain protected. A deduction for diminished value may apply where legally permitted.

5. Items Not Eligible for Return or Withdrawal

The following items may be excluded from voluntary returns for non-quality-related reasons:

Custom-made products
Personalized products
Merchandise that has been worn, washed, damaged, or substantially altered by the customer
Products that cannot be returned for genuine health or hygiene reasons after a protective seal has been removed, where a statutory exception applies

Any exclusion from a statutory withdrawal right applies only where permitted by applicable law.

An item is not automatically excluded from statutory withdrawal rights solely because it is sleepwear, has been tried on, or its ordinary packaging has been opened.

These exclusions do not affect customers' rights regarding defective, incorrect, or damaged merchandise.

6. Defective, Incorrect, Damaged, or Missing Items

If your order arrives with a manufacturing defect, an incorrect item, shipping damage, or missing merchandise, please contact us as soon as possible, preferably within 5 business days of delivery.

Email: service@silkgala.com

Please include your order number, a description of the issue, and clear supporting photos or videos where appropriate.

After reviewing and verifying the issue, Silkgala will provide an appropriate resolution, which may include:

Replacement with the correct item
Reshipment of missing merchandise
Repair or another appropriate remedy
Refund where appropriate or required by law

Where a return is necessary because of a confirmed manufacturing defect, incorrect shipment, shipping damage, or another error attributable to Silkgala, Silkgala will cover reasonable return shipping costs.

Depending on the circumstances, we may resolve the issue without requiring the affected item to be returned.

The suggested reporting timeframe does not limit any statutory rights, legal guarantees, or remedies available under applicable law.

7. Return Shipping Costs

Returns for Personal Reasons

For eligible returns due to a change of mind, personal preference, incorrect size or color selection, or other non-quality-related reasons, customers are responsible for return shipping costs, unless otherwise required by applicable law.

Returns Due to Silkgala's Responsibility

For confirmed manufacturing defects, incorrect shipments, shipping damage, or other verified fulfillment errors, Silkgala will cover reasonable return shipping costs when a return is required.

Please contact our customer service team before shipping any item back. The return address and instructions may vary depending on the order.

8. Restocking Fees

Silkgala does not charge restocking fees for eligible returns.

Customers may still be responsible for return shipping costs where specified in this policy.

9. Refund Method and Processing Time

Approved refunds will generally be issued to the original payment method.

For eligible returns under our voluntary return policy, we will usually process refunds within 5 business days after receiving and inspecting the returned merchandise.

The time required for the refund to appear in your account may vary depending on your bank, credit card provider, or payment service.

For EU customers exercising their statutory Right of Withdrawal, the refund timelines and conditions described in the following section apply.

Nothing in this section limits any mandatory refund deadlines or remedies under applicable law.

10. Additional Information for EU Customers

Statutory Right of Withdrawal

Eligible consumers in the European Union generally have the right to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason.

For orders delivered in multiple shipments, the statutory withdrawal period generally begins when the final item is received.

Silkgala's voluntary 15-day return period does not reduce or replace this statutory right.

How to Exercise Your Withdrawal Right

To exercise your right of withdrawal, please inform Silkgala of your decision before the applicable withdrawal deadline.

You may contact us at:

service@silkgala.com

You may also submit your request through your customer account.

Your withdrawal notice should clearly identify your order and your decision to withdraw. You may use the statutory model withdrawal form, but doing so is not mandatory.

Returning the Goods

After notifying us of your withdrawal, you generally have a further 14 days to send the goods back.

Please contact us for the appropriate return address and instructions.

For change-of-mind withdrawals, customers generally bear the direct cost of returning the goods, provided this responsibility was disclosed before purchase, unless Silkgala agrees otherwise or applicable law requires us to cover the cost.

Refunds Following Withdrawal

Where the statutory Right of Withdrawal applies, Silkgala will reimburse the payments required by law, including the original standard outbound delivery cost where applicable.

Additional charges for premium, express, or special delivery options selected by the customer are generally not refundable beyond the cost of standard delivery.

Refunds will be made without undue delay and no later than 14 days after we are informed of your withdrawal decision, subject to any lawful right to withhold reimbursement until we receive the goods or evidence that they have been returned, whichever occurs first.

Refunds will generally be issued using the original payment method unless another method is expressly agreed upon, without additional refund fees.

Inspection and Diminished Value

EU consumers may inspect and handle merchandise to the extent necessary to establish its nature, characteristics, and functioning, in a manner comparable to examining goods in a physical store.

If the merchandise has been handled beyond what is necessary, a deduction for diminished value may apply where permitted by law.

Exceptions and Legal Guarantees

Statutory withdrawal exceptions apply only where the relevant legal conditions are met.

This includes certain genuinely personalized goods and qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

These exceptions do not remove applicable legal guarantees or remedies for defective or non-conforming products.

11. Customs Duties, Taxes, and Other Fees

Customs duties, import taxes, tariffs, or fees paid directly by customers to customs authorities or shipping carriers are generally not refunded directly by Silkgala unless required by applicable law.

Customers may contact the relevant customs authority or carrier to determine whether a refund of such charges is available.

Where applicable law requires reimbursement of particular charges, those requirements will be respected.

For Trade Purchase orders that include shipping and import duties under the purchase arrangement, refunds or other resolutions will be handled according to the applicable Trade Purchase terms and the circumstances of the verified claim.

12. Return Address

The appropriate return address may vary depending on your order, merchandise, and warehouse arrangements.

Please contact Silkgala before returning any items.

Email: service@silkgala.com

Our customer service team will confirm the appropriate return address and provide instructions.

US Warehouse Address

1500 N GRANT ST
STE N
Denver, CO 80203
United States

China Warehouse Address

Room 703, No. 18 Hongbin Road, Huli District
Xiamen, Fujian
China

The addresses above are provided for reference. Please do not send returns to either address without first confirming the correct destination with our customer service team.