Refund and Return Policy
At Escalade Silks, we want you to feel completely confident in every piece you welcome into your wardrobe. We understand that a garment may not always meet your expectations once it arrives, and we are here to make the return process as straightforward and considerate as the craftsmanship behind our designs.
Our Return Window
You have thirty days from the date of delivery to initiate a return for eligible items. Requests submitted after this period will not be accepted, so we kindly ask that you inspect your order promptly upon receipt.
Return Eligibility
To qualify for a return, items must be returned in their original, unworn, and unwashed condition, with all tags and labels still attached. We also require that the original packaging be included where applicable. We reserve the right to refuse returns that show signs of wear, damage, alteration, or use beyond simple trying on. Garments that have been stained with makeup, perfume, or deodorant, or that carry any odours, cannot be accepted.
For hygiene reasons, we are unable to accept returns on certain items where indicated on the product page. Please refer to the specific product description before purchasing to confirm its eligibility for return.
How to Initiate a Return
To begin the return process, please contact our support team at escaladesilks@outlook.com with your order number and the reason for your return. We will provide you with a return authorisation and clear instructions on how to send your item back to us. Please do not send any packages without first obtaining authorisation, as this may delay the processing of your return.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the return is due to a defect in the garment, an error in fulfilment, or an incorrect item received. In such cases, we will cover the return shipping expenses and provide you with a prepaid shipping label. We recommend using a tracked shipping service for your return, as we cannot be held responsible for parcels that are lost or damaged in transit on their way back to us.
Refund Processing
Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within a reasonable timeframe, typically five to ten business days from the date of approval. Please note that your bank or payment provider may take additional time to reflect the refund in your account.
For items purchased with promotional discounts or gift cards, refunds will be issued in the original form of payment where possible, or as store credit at our discretion.
Partial Refunds and Exceptions
In certain circumstances, we may grant partial refunds at our discretion. These include cases where items are returned with minor damage that does not compromise the overall garment, or where the return is initiated beyond the standard window but still merits consideration. We also reserve the right to deduct a reasonable restocking fee for returns that are not in pristine condition.
Exchanges
If you wish to exchange an item for a different size, colour, or style, we recommend initiating a return for the original item and placing a new order separately. This ensures that your desired piece is secured promptly, as stock levels can change quickly. Should you need assistance with this process, our support team is happy to guide you through the steps.
Damaged or Defective Items
We take great care in inspecting every garment before it leaves our studio. However, in the rare event that you receive a damaged or defective item, please contact us immediately at escaladesilks@outlook.com with your order number and photographic evidence of the issue. We will arrange for a replacement or a full refund, including any shipping costs incurred, and we will handle the matter with the utmost priority.
Final Sale Items
Certain products may be marked as final sale and are not eligible for return or exchange. These items are clearly identified on the product page at the time of purchase. Please review the product details carefully before completing your order.
Gift Returns
If you have received an item as a gift and wish to return it, we are happy to issue a store credit to the recipient in the amount of the original purchase value. To initiate a gift return, please contact us with the order number and the recipient's details, and we will assist you accordingly.
International Returns
For orders being returned from outside our operational region, please be aware that customs duties, taxes, or brokerage fees may apply. These charges are the responsibility of the customer and will not be covered by Escalade Silks. We recommend marking your return package as "Returned Goods" to minimise any additional fees.
Contact Us
Should you have any questions about our return policy or need assistance with a return, we are always here to help. Our team is dedicated to resolving your concerns with patience and clarity, and we appreciate the opportunity to make things right.
Email: escaladesilks@outlook.com
We are grateful for your trust in Escalade Silks and remain committed to ensuring that your experience with us is as beautiful and seamless as the pieces we create. Your satisfaction is not just our policy—it is our promise.
Warm regards,
The Escalade Silks Team