RETURN AND EXCHANGE POLICY

 Exchange and return policy if ordering from the website:

 

We, strive to be completely satisfied with your purchase, so you can exchange and return our products for free if you are not satisfied with the product according to the conditions below.

- send the original invoice with the items to be returned or replaced. (photos of the product to be returned or exchanged may be requested before the order is shipped back to us)

- You can return for free (for the first time) within 10 days from the date of receiving the order from the shipping company, provided that the products are in their original condition, unused, without removing the tags or stickers on them, and without exposing them to any aromatic substances, washing or ironing.

- For health reasons, it is not accepted to exchange or return some products such as accessories (including Masks and Bags) Body shaping, and underwear.

The return request will be automatically cancelled when the courier call is not answered or left unattended for the 3 attempts that will be tried.

For cash-on-delivery returned orders, you will receive the refund as a gift card via email

 

The return process takes place in one of the following ways:

1.You can fill out the return form here

2. Once your return is approved, our customer care team will get in touch with you to process your return. The representative of the shipping company will directly pick-up from the customer’s address. Customer can also reach out to our care by communicating through WhatsApp on the number 0597520181.
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3.Once your return is approved, you will receive the return policy within 3 working days via e-mail. Please print the policy and contact the Aramex shipping company via the unified number 920027447 to coordinate the date of receiving the shipment from your location, or you can hand it over to the nearest Aramex branch.

4. After receiving the items in our warehouse, they are examined to ensure their safety, after which the money is returned to the customer.

5.The amount is refunded to the same card on which it was paid. Refunds will be given within 3-14 working days (depending on card type) of our receipt of the products. except for Tabby and Tamara customers and gift cards.

6. Deposits for custom orders and pre-orders are not refundable.

7. In case of a return for the second time, an additional shipping fee of 19 Saudi riyals will be applied for the return in Saudi Arabia, and 55 Saudi riyals for the UAE and Bahrain.

Return policy for installment services customers (Tamara and Tabby):

Refunds are made if the payment method was by Tamara and Tabby service by shipping the pieces to our warehouses only according to the above details, and after the shipment arrives, it is examined by the relevant team, then we contact Tamara or Tabby to cancel the order and return the amount.

Return policy for gift card customers:

Refunds are made in the event that the payment was made via a gift coupon by shipping the parts to our warehouses, and a balance is added to the customer with the value of the gift card or the entire order according to the customer’s desire in the form of a one-time coupon and the amount is not returned in cash, and it is the responsibility of the customer to maintain Coupon confidentiality.

 Non-refundable or exchangeable products:

All products are subject to return and exchange except:

- Accessories (including bags, masks and winter hats), Body Shaping, underwear and swimwear, for your safety.

 Customers outside the Kingdom of Saudi Arabia:

Exchange in one of the brands branches is currently not available to our customers outside the Kingdom.

we can be reached by email at contact@silkra.net