Refund policy

Return & Exchange Policy

Please read through our returns policy carefully before making a purchase. All returns must be made within 14 days of receiving your order. 

As a small business, your satisfaction matters a lot more than you would think, and our customers will always come first. That's why, if the product is damaged, faulty, or you are not happy with your purchase, you will be able to exchange or receive a refund on your order if you are eligible:

To be eligible:

  • Item(s) must be unused, unwashed and unworn, in its original condition and packaging. If evidence is found of the contrary (e.g. stains, perfume, etc.), we will cancel your refund and send the item back to you, at your expense.
  • Sale items and items sold on promotion are non-refundable.
  • Underwear can only be returned if there is a manufacturing fault, please contact us at customerservice@silkbase.com.au first.

Return & Exchange Process

  1. To initiate the return/exchange process, please send us an email at customerservice@silkbase.com.au with your order number and reason for returning or exchanging.
  2. We will then provide you with our return address and further instructions.
  3. Once your items are received and confirmed as passing the requirements, we will aim to have your refund processed within 14 days back to your original payment method (in case of return).
  4. In case of exchange, we will cover the shipping of your item(s) of choice. The same dispatch & shipping times will apply.

 

PLEASE NOTE: You will be required to pay for your own shipping costs if you decide to return or exchange your order for a direct refund.  Please use a tracked service as Silk Base is not liable for any lost or damaged returns.