Returns & Refund Policy
At Silk Starr, customer satisfaction is at the heart of everything we do. If you're not completely satisfied with your purchase, we're here to help. Please read the following policy to understand how returns, refunds, and exchanges are handled.
30-Day Satisfaction Guarantee
We want you to shop with confidence.
If you're not satisfied with your purchase, you may request a return or refund within 30 days of receiving your order, subject to the conditions outlined below.
Eligibility for Returns
To be eligible for a return:
- Your return request must be submitted within 30 days of delivery.
- The product must be unused, unopened, and in its original packaging.
- The item must be in resalable condition.
- Proof of purchase or your order confirmation is required.
Unfortunately, we cannot accept returns that do not meet these requirements.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Opened or used tissue products.
- Products with damaged or missing original packaging.
- Gift cards.
- Final sale or clearance items (where applicable).
If your item arrives damaged or incorrect, please contact us immediately so we can make it right.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery.
Please include:
- Your order number
- A brief description of the issue
- Clear photos of the product and packaging
Our team will review your request and provide a replacement or refund where appropriate.
How to Start a Return
To request a return, please email our Customer Care team at:
Include:
- Full Name
- Order Number
- Reason for Return
- Photos (if applicable)
If your return is approved, we'll provide detailed return instructions.
Please do not send items back without prior authorization.
Return Shipping
If the return is due to:
Our Error
Examples:
- Wrong item shipped
- Damaged product
- Manufacturing defect
Silk Starr will cover the return shipping cost.
Customer Preference
Examples:
- Ordered the wrong item
- No longer needed
- Changed your mind
The customer is responsible for return shipping costs unless otherwise stated during a promotion.
Refund Process
Once we receive and inspect your returned item, we'll notify you by email regarding the status of your refund.
If approved, your refund will be issued to your original payment method.
Refund Timeline
Most refunds are processed within 5–10 business days after the returned item has been received and approved.
Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
Exchanges
We currently offer exchanges only for:
- Damaged products
- Defective products
- Incorrect items received
If you'd like a different product or variation, we recommend returning the eligible item (if applicable) and placing a new order.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible.
Orders can only be canceled before they enter our fulfillment process.
Once an order has been processed or shipped, we may be unable to cancel it.
Subscription Orders
Subscription orders may be paused, skipped, or canceled before the next billing date.
Once a subscription order has been processed for shipment, it cannot be canceled or modified until the following billing cycle.
For assistance, please contact our support team.
Late or Missing Refunds
If you haven't received your refund:
- Check your bank account.
- Contact your credit card provider, as processing times may vary.
- Contact your bank.
If you've completed these steps and still haven't received your refund, please contact us at:
We'll be happy to assist you.
Need Help?
If you have any questions regarding returns or refunds, please reach out to our Customer Care team.
Business Hours
Monday – Friday
9:00 AM – 5:00 PM (EST)
Average response time: Within 24 business hours
Our Promise
At Silk Starr, we believe exceptional customer service should be just as dependable as our products.
If something isn't right, we'll work with you to find a fair and timely solution.
Thank you for choosing Silk Starr.
