🔄 Return & Exchange Policy

We want you to shop with confidence. If something isn’t right, we’re here to help.

✔ Eligible for Return or Exchange

You may request a return or exchange if:

• The wrong item was delivered
• The wrong size or variant was sent by Silken
• The product is damaged or defective upon arrival
• The delivered item is completely different from the product listing

Conditions Required to Process a Request

To qualify, the product must be:

• Unused and unwashed
• In original packaging with tags intact
• Free from perfume, stains, makeup, sweat, or wear marks
• Return/exchange request submitted within 48 hours of delivery
• Verification photos/videos must be provided

❌ Items NOT Eligible (Hygiene & Safety Standards)

For hygiene and safety reasons, the following items cannot be returned or exchanged:

• Panties / Briefs (single or pack)
• Lingerie sets that include panties
• Nightwear that has been worn or tried
• Clearance, discounted or special bundle offers
• Items with tags removed or missing packaging
• Used or washed products
• Items damaged after opening or due to misuse

🔁 Size Exchange (Bras & Select Products)

We understand sizing can be tricky. For selected items, we offer size exchange:

• Request must be made within 48 hours
• Item must be unused, clean, and in original condition
• Customer is responsible for sending the item back via courier
• Return shipping and reshipping charges apply
• If the requested size is unavailable, you may select another product of equal value

🚚 Wrong/Damaged Item Procedure

If your package arrives damaged or incorrect:

📌 Unboxing video is mandatory

The video must clearly show:

• Parcel condition before opening
• Opening process
• Item inside

After verification and approval, you will receive:

• A free replacement, or
• A full refund (only if replacement is unavailable)

💰 Refund Policy

Refunds are only applicable if:

• Wrong or damaged item was received and verified
• Requested replacement size/product is unavailable

Refund Method:

• Bank Transfer
• Easypaisa
• JazzCash

Processing Time: 3–5 working days

📍 Refunds are not applicable for:

• Change of mind
• Size issues (unless eligible under size exchange rules)
• Items listed under non-returnable category

📝 How to Submit a Return/Exchange Request

Send the following information to our official WhatsApp support:

1. Order Number
2. Product Photos/Videos
3. Unboxing Video (if damaged/wrong item)
4. Reason for Return/Exchange

📩 WhatsApp: 0318-0468755
⏰ Support Hours: 11:00 AM – 9:00 PM (Mon–Sat)

🧿 Customer Assurance

• 100% privacy for intimate items
• Secure, discreet packaging
• Fast and responsive support
• A smooth and trusted shopping experience

💖 Your satisfaction matters to us.