Refund & Return Policy

At SilkeSoft, we are committed to providing premium-quality lingerie and intimate wear. Due to the personal and hygienic nature of our products, we follow strict hygiene and exchange standards to ensure the safety and satisfaction of all our customers.

1. 7-Day Exchange Policy

SilkeSoft offers a 7-day exchange facility on eligible products.

Customers may request an exchange within 7 calendar days of delivery, subject to the conditions mentioned below.

Eligible for Exchange

An exchange may be requested in the following situations:

  • The customer selected the wrong size and the product is eligible for exchange.

  • SilkeSoft shipped the wrong size or wrong product.

  • The product was received defective or damaged.

  • The product has a manufacturing defect.

  • The product received does not match the customer's order.

For size-related exchanges, the requested size must be available in stock.

Exchange Conditions

To qualify for an exchange:

  • The exchange request must be submitted within 7 calendar days of delivery.

  • The product must be unused, unworn, unwashed and in original condition.

  • Original tags, hygiene protection/seals and packaging must be intact.

  • The customer must provide a complete unboxing video showing the sealed package before opening it and clearly showing the product and any issue.

  • Products that have been worn, tried on, washed, altered or otherwise used are not eligible for exchange.

  • Exchange requests submitted after 7 calendar days will not be accepted.

Please note: Submitting an exchange request does not guarantee approval. All requests are subject to verification and inspection by SilkeSoft.

2. How to Request an Exchange

To request an exchange, contact our customer support team within 7 calendar days of delivery.

Please provide:

  • Order number

  • Customer name

  • Contact number

  • Reason for exchange

  • Complete unboxing video

  • Clear photos of the product, if required

Exchange Process

  1. Contact SilkeSoft Customer Support.

  2. Submit the required information and unboxing video.

  3. Our team will review and verify your request.

  4. If approved, the product will be collected or you may be instructed to ship it back.

  5. After inspection, the replacement product will be processed.

  6. Approved exchanges are generally delivered within 3–5 business days, depending on location and product availability.

3. Exchange Shipping & Handling Charges

For exchanges caused by an error on the part of SilkeSoft, such as:

  • Wrong product shipped

  • Wrong size shipped

  • Defective product

  • Damaged product

SilkeSoft may cover the applicable exchange arrangement.

For customer-requested size exchanges, an exchange handling fee of up to Rs. 250 may apply.

Any applicable charges will be communicated to the customer before the exchange is processed.

4. No Refunds on Delivered Products

SilkeSoft currently operates a 7-Day Exchange Policy rather than a return/refund policy for delivered products.

Therefore:

  • Delivered products are not eligible for cash refunds due to change of mind.

  • Delivered products are not eligible for refunds because of size preference.

  • Delivered products are not eligible for refunds because of personal preference.

  • Eligible cases will be handled through product exchange, subject to this policy.

If a product is defective, damaged, incorrect or otherwise qualifies under our exchange policy, SilkeSoft will provide an eligible replacement after verification.

5. Cancellation Before Dispatch

Orders may be cancelled only before they have been dispatched.

To request cancellation, contact:

Support@silkesoft.com

Once an order has been dispatched, it cannot be cancelled through this policy and will be subject to our delivery and exchange terms.

For prepaid orders approved for cancellation before dispatch, the refund will generally be initiated within 1–2 working days. The actual time for the amount to appear in the customer's account may vary depending on the bank or payment provider.

6. Damaged, Incorrect or Missing Items

If you receive:

  • A damaged product

  • A defective product

  • The wrong product

  • The wrong size sent by SilkeSoft

  • A missing item from your order

please contact us within 7 calendar days of delivery.

You must provide:

  • Order number

  • Complete unboxing video

  • Clear photographs of the issue

  • Any additional information requested by our support team

Our team will verify the claim.

If the claim is approved, SilkeSoft will arrange an eligible replacement.

Important: The unboxing video should ideally show the package in its sealed condition before opening and continue through the complete opening process.

7. Hygiene & Product Condition

Because our products are intimate and personal-use items, hygiene is extremely important.

Products are not eligible for exchange if they have been:

  • Worn

  • Tried on

  • Washed

  • Used

  • Altered

  • Damaged after delivery

  • Returned without original tags or hygiene protection

Customers are strongly advised to check our Size Guide before placing an order.

If a customer selects an incorrect size, the product may still be eligible for exchange within 7 days provided that the product remains completely unused and meets all exchange conditions.

8. Original Packaging

The product should be returned with its original packaging, tags and hygiene protection where applicable.

If the packaging was damaged during delivery, please document the condition in the unboxing video and contact us immediately so our team can review the case.

9. Exchange Limit

SilkeSoft generally allows one exchange per order.

Once an exchange has been completed, the exchanged product is not eligible for another exchange unless the product is found to have a verified manufacturing defect or SilkeSoft has made an error.

10. Important Notes

  • Exchange requests must be submitted within 7 calendar days of delivery.

  • Products must be unused, unworn and unwashed.

  • A complete unboxing video may be required for verification.

  • Exchange approval is subject to product inspection.

  • Exchange availability depends on stock.

  • If the requested replacement size/color is unavailable, our support team will contact you regarding available options.

  • SilkeSoft reserves the right to reject an exchange request if the product does not meet the conditions of this policy.

  • Any fraudulent, abusive or repeated misuse of the exchange policy may result in future order restrictions.

11. Contact Us

For exchange or order-related assistance, please contact:

SilkeSoft

📧 Email: Support@silkesoft.com
📞 Phone/WhatsApp: +92 315 5800081
🌐 Website: silkesoft.com
🕐 Customer Support: Monday–Sunday, 10:00 AM–6:00 PM PKT

We are always happy to assist you with your order and exchange requests.