Refund policy
Thank you for shopping with Silkdune.
Our team, based in Birmingham, United Kingdom, is dedicated to making every purchase a smooth and worry-free experience. If something isn’t quite right, we offer a clear, simple, and transparent process for returns, exchanges, and refunds — always handled with care by a real person from our customer support team.
30-Day Return & Exchange Promise
We gladly accept returns and exchanges within 30 days of delivery.
To qualify, items must be:
Unused, unworn, and unwashed
In their original packaging, with all tags, labels, and accessories attached
In the same condition as received
Please include your order confirmation or packing slip inside the return parcel to help us identify your order quickly.
Quick Overview
Return Window: 30 days from delivery
Return Method: By mail only
Return Label: Free pre-paid printable label provided by Silkdune
Return Costs: Free — we cover all eligible returns
Restocking Fees: Never applied
Refund Timeframe: Processed within 7 business days after your return is approved
Exchanges: Always accepted within 30 days for eligible items
⚠️ Important: All returns must be pre-authorised before sending.
Unauthorised parcels will be declined for security and tracking reasons.
How to Start a Return or Exchange
To request a return or exchange, email us at help@silkdune.com and include:
Your order number
The name on the order
The reason for return or exchange (attach photos if the item is damaged or incorrect)
Once approved, we’ll email you:
A Return Authorisation Number (RAN)
Packing instructions for your item(s)
A free pre-paid printable return label
After you’ve packed your parcel securely, drop it off at Royal Mail or the courier listed on your label. Keep the proof of postage until your return is processed.
Exchanges
We’re happy to exchange eligible items within 30 days of delivery.
You can request a different size, colour, or alternative style of equal value.
Once your returned item is received and inspected, your replacement will be dispatched free of charge.
If your preferred replacement becomes unavailable, you may choose an alternative item or request a full refund — whichever you prefer.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact help@silkdune.com within 7 days of delivery.
Include your order number and photos of the issue.
We’ll arrange a free return and offer either a replacement or a full refund, depending on your preference.
Our team prioritises these cases to ensure a fast resolution.
Non-Returnable Items
For hygiene and customisation reasons, the following items cannot be returned or exchanged:
Personalised, customised, or made-to-order items
Products removed from sealed packaging (e.g., underwear, socks)
Any item clearly marked as “non-returnable” on the product page
Order Cancellations
Orders may be cancelled within 24 hours of purchase, provided they haven’t been processed or shipped.
Once shipped, cancellations are not possible — but you may still request a return under this policy.
Refund Process
Processing Time: Refunds are issued within 7 business days after receiving and approving your return
Method: Always refunded to the original payment method
Currency: All refunds are processed in British Pounds (£)
Delayed Refunds: If your refund hasn’t appeared after 5 working days from confirmation, please check with your bank or card provider first. If the issue persists, contact us at help@silkdune.com
Return Address
All approved returns should be sent to:
Silkdune – Returns Department
456B Stratford Road
Birmingham, B11 4AE
United Kingdom
Quick FAQ
Q: What is the return period?
30 days from delivery.
Q: Do I pay for return shipping?
No — all approved returns and exchanges include a free pre-paid return label.
Q: How long do refunds take?
Refunds are processed within 7 business days of approval.
Q: Can I exchange an item?
Yes — within 30 days, for a different size, colour, or product.
Q: What if my order arrives damaged or incorrect?
Email us within 7 days with photos, and we’ll arrange a free replacement or refund.
Contact Us
Need help? We’re just an email or call away:
Email: help@silkdune.com
Phone: +448081609139
Address: 456B Stratford Road, Birmingham, B11 4AE, United Kingdom
Customer Service Hours (GMT – London):
Monday to Friday: 9:00am – 5:00pm
Saturday & Sunday: 10:00am – 2:00pm
We aim to respond to all enquiries within 24 hours.
For more support, please visit our Contact Us page.