Refund & Return Policy

At Silke Soft, we are committed to providing premium-quality lingerie and intimate wear that meets your expectations. Because lingerie is a personal hygiene product, we maintain strict quality and return standards to protect the health and safety of all our customers.

Please read this Refund & Return Policy carefully before placing your order.

1. Return Eligibility

Due to hygiene and safety reasons, lingerie, panties, intimate wear, and similar personal-use products cannot be returned or exchanged simply because of a change of mind, size preference, or personal preference.

Returns are accepted only if:

  • You receive a defective or damaged product.

  • The wrong item or incorrect size was shipped by Silke Soft.

  • Your return request is submitted within 3 calendar days of receiving your order.

  • A complete unboxing video is provided, clearly showing the package being opened and the issue with the product.

  • The product is unused, unworn, unwashed, with all original tags, hygiene seals (if applicable), and original packaging intact.

Return requests submitted without an unboxing video or after the 3-day return period will not be accepted.

2. Return Process

To request a return:

  1. Contact our Customer Support team at Support@silkesoft.com within 3 days of delivery.

  2. Include:

    • Your Order Number

    • Your Full Name

    • Reason for the return

    • A complete unboxing video showing the issue

  3. After verification, our team will provide return pickup or self-shipping instructions.

Return Shipping & Processing Fee

  • Return pickup is available in selected locations across Pakistan.

  • If pickup is unavailable, customers will be required to send the product through a reliable courier service.

A Rs. 200 return handling and restocking fee will be deducted from all approved refunds.

3. Exchanges

For hygiene reasons, exchanges are available only in the following situations:

  • The product is defective.

  • The product arrived damaged during shipping.

  • You received the wrong item or wrong size sent by Silke Soft.

Exchange requests must:

  • Be submitted within 3 days of delivery.

  • Include a valid unboxing video.

  • Be for products that are unused, unworn, and in their original condition.

Only one exchange per order is permitted.

For eligible size exchanges, a Rs. 250 exchange handling fee may apply.

Approved exchange orders are usually delivered within 3–5 business days.

4. Refund Policy

Once your returned product is received and inspected, we will notify you whether your refund has been approved.

If approved:

  • Refunds for prepaid orders will be issued to the original payment method within 8–15 working days.

  • Cash on Delivery (COD) orders will be refunded through Bank Transfer or Easypaisa to the customer's verified account.

  • Original shipping charges (if applicable) are non-refundable.

Refunds will not be approved if:

  • The product has been worn, washed, or used.

  • Hygiene seals or tags have been removed.

  • Original packaging is missing or damaged.

  • No valid unboxing video is provided.

  • The returned product fails our quality inspection.

5. Order Cancellation

Orders may be cancelled only before they are dispatched.

To request a cancellation, contact us immediately at:

Support@silkesoft.com

Once an order has been shipped, it cannot be cancelled.

Refunds for prepaid cancelled orders are processed within 1–2 working days.

Repeated cancellations or misuse of the cancellation policy may result in future order restrictions.

6. Damaged, Incorrect or Missing Items

If your order arrives damaged, incomplete, or contains the wrong item, please notify us within 24 hours of delivery.

To process your request, you must provide:

  • Your Order Number

  • A complete unboxing video

  • Clear photos of the issue (if requested)

Without an unboxing video, replacement or refund requests cannot be processed.

Approved replacement orders are usually delivered within 3–5 business days.

7. Important Hygiene Notice

For the safety and protection of all customers:

  • Worn or tried-on panties and intimate wear cannot be returned.

  • Products without original tags or hygiene protection cannot be refunded or exchanged.

  • We recommend checking our Size Guide carefully before placing your order.

These measures help us maintain the highest hygiene and quality standards.

8. Contact Us

If you have any questions about returns, exchanges, refunds, or your order, please contact our Customer Support team.

Silke Soft

📧 Email: Support@silkesoft.com

📱 Phone / WhatsApp: +92 315 5800081

🌐 Website: https://silkesoft.com

🕒 Customer Support Hours

Monday – Sunday

10:00 AM – 6:00 PM (PKT)

Thank you for shopping with Silke Soft.

We appreciate your trust and are committed to providing a comfortable, secure, and satisfying lingerie shopping experience.