Refund policy

Returns

We hope that you will love everything you order, but if something isn’t quite right you are welcome to return it to us for an exchange, store credit or refund, using the guidelines below:

• We are happy to accept product returns within 50 days of your order date. 
• Items must be returned clean, with no makeup, deodorant or perfume stains, unworn and unwashed, with tags attached.  For hygiene reasons Briefs, Boxers and Face Coverings/Eye Masks cannot be returned.
• We do not offer refunds on sale items or where a discount code is used (excluding Cocoons).  We will however provide a store credit for incorrect size or change of mind.
• Items marked as ‘Clearance’ in the product description are unable to be returned or exchanged unless deemed faulty.  We are, however, happy to exchange the size on a 'Clearance' item if we are able. 
• We endeavour to process all Returns within 5 working days of their arrival back to our warehouse.  Refunds will be processed via your original payment method and store credit will be issued as a gift card valid for 12 months.  Please note that during sale & holiday periods, there may be delays with processing returns.
• We recommend using a traceable shipping method to return your order as we do not accept responsibility for returns that are lost or damaged in transit.

How to Return an Item

• Please contact us at: info@silkliving.com or on +64 4 3847676 to receive your Return Authorisation number.
• Securely package your item, noting your Return Authorisation number on the outside of the package, using a traceable shipping method.  This means that we have the reason for your return recorded and all staff will know what to do when your item is received (for example, we can put aside a replacement item for you until your original item is received).
• Send it to us at 17 Haining St, Wellington 6011, New Zealand
• All costs associated with returns and exchanges are the responsibility of the purchaser.  Due to non-refundable bank fees all refunds will be less the cost of transaction.  Should your order have attracted Free Shipping this cost will be deducted from any refund.
  

Please respect our garments.  We are a small family business and we care about your clothing, so if returning your purchase please ensure it is in original condition.  We cannot accept items returned covered in hair, pet hair, make up, perfume, deodorant or lint.

Incorrect or Faulty Items

• We are very sorry for any inconvenience if you receive a faulty garment.  Please email us at info@silkliving.com with your order number and images of the fault within 5 days of receiving your order so we can resolve the issue.
• If you believe that a fault has occurred with an item purchased from silkliving.com within 6 months of purchase, please email info@silkliving.com with photos & a brief explanation of the issue so that we can work to find a resolution for you.  We reserve the right to repair or replace an item we deem to be faulty as a first resort.  Please note that items that are damaged as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.  All faulty items will be assessed upon return, so must be sent back clean.

Unclaimed or Non-Deliverable Packages

• Any costs associated with Unclaimed, Refused or Non-deliverable packages (after several attempts to inform the customer) will be deducted from any refund.  This includes labour costs and other expenses incurred by the company.
  

The above policies observe our obligations under the NZ Fair Trading Act 1986 and the NZ Consumer Guarantees Act 1993.