we want you to love what you ordered. However, since we deal with intimate apparel, we maintain strict hygiene standards to ensure every customer receives a brand-new, untouched product.
1. Eligibility for Returns & Exchanges
We accept returns and exchanges within 7 days of delivery under the following conditions:
- Defective or Wrong Item: If you received a damaged product or the wrong style/size compared to your order.
- Unopened Packaging: For hygiene reasons, undergarments that have been removed from their original sealed packaging or show signs of being worn/washed cannot be returned or exchanged.
- Original Tags: The item must have all original tags and labels attached.
2. Non-Returnable Items
Due to health and hygiene regulations, we cannot accept returns on:
- Briefs, panties, and shapewear (if the hygiene seal is broken or packaging is opened).
- Items purchased during a “Clearance” or “Final Sale.”
3. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- Bank Transfer/EasyPaisa: If approved, your refund will be processed via Bank Transfer or EasyPaisa within 5-7 business days.
- Store Credit: Alternatively, you can opt for a “Silken Luxe Digital Voucher” to use for your next purchase, which is issued instantly.
- Note: Shipping charges are non-refundable unless the return is due to our error (wrong or faulty item).
4. How to Initiate a Return
To start a return, please WhatsApp us at +92 323 232 9000 or email contact@silkenluxe.pk with:
- Your Order Number.
- A photo of the product (especially if it is damaged or incorrect).
5. Exchange Shipping
- If the exchange is due to a change of mind or size preference, the customer will bear the return shipping cost.
- If the exchange is due to a faulty product, Silken Luxe will arrange for a free pickup or reimburse the shipping cost.