Return & Refund Policy

Last updated: January 1, 2025

1. Return Eligibility

You may return most items within 14 days of delivery. To be eligible for a return, your item must be:

• Unused and in the same condition that you received it
• In its original packaging
• Accompanied by the original receipt or proof of purchase

The following items are not eligible for return:

• Custom or personalized orders
• Limited edition eco-print items (due to their unique, one-of-a-kind nature)
• Gift cards
• Items marked as "Final Sale"
• Items that have been washed, altered, or damaged by the customer

2. How to Initiate a Return

To start a return, please follow these steps:

• Contact us at returns@silkandwillow.com with your order number and reason for return
• Our team will review your request within 2 business days
• If approved, you will receive a return shipping label and instructions
• Pack the item securely and ship it back using the provided label

3. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

• Approved refunds: Will be processed to your original payment method within 5-7 business days
• Partial refunds: May be granted for items returned in a condition different from what was shipped
• Late or missing refunds: If you haven't received your refund, please check with your bank first, then contact us

4. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange a defective item for the same product:

• Email us at returns@silkandwillow.com within 7 days of receiving the item
• Include photos of the defect or damage
• We will arrange a replacement shipment at no additional cost

5. Shipping Costs

• Defective/Incorrect items: We cover return shipping costs
• Change of mind: Customer is responsible for return shipping costs
• Original shipping charges are non-refundable unless the return is due to our error

6. Damaged or Lost Packages

If your package arrives damaged, please:

• Document the damage with photos of the packaging and product
• Contact us within 48 hours of delivery
• Retain all original packaging for potential carrier claims

For lost packages, please contact us and we will work with the shipping carrier to locate your order or arrange a replacement.

7. Sale Items

Items purchased on sale may be returned following the same policy as full-price items, unless specifically marked as "Final Sale" at the time of purchase.

8. International Returns

For international orders, the customer is responsible for all return shipping costs, including any customs duties or taxes. We recommend using a trackable shipping service for your return.

9. Contact Us

For any return or refund questions, please contact us at returns@silkandwillow.com. We aim to respond to all inquiries within 2 business days.