Returns & Exchanges
Return & Refund Policy
At ShySilk, customer satisfaction is our priority. We want you to love your purchase, but if something doesn’t work out, we are here to help.
Please review our return and refund policy below.
1. Return Eligibility
We accept return requests within 30 days from the date your order is delivered.
To be eligible for a return:
- The item must be unused, unworn, and in the same condition as received.
- The item must include its original packaging, accessories, and tags (if applicable).
- Proof of purchase (order number or receipt) is required.
Items that do not meet these requirements may not be accepted for return.
2. Non-Returnable Items
For hygiene, safety, and product quality reasons, certain items are not eligible for return, including:
- Gift cards
- Personalized or customized items
- Final sale or clearance items
- Items marked as non-returnable
- Used or opened personal care products
- Opened beauty or skincare products
If you are unsure whether your item qualifies for a return, please contact our customer support team before sending it back.
3. Return & Exchange Process
To initiate a return or exchange, please contact us at:
Please include the following information:
- Order number
- Reason for return or exchange
- Photos or videos of the item (required if the product is damaged, defective, or incorrect)
Our customer service team will review your request and provide further instructions.
Please do not send items back before receiving return instructions from our team.
4. Return Shipping
- Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect.
- Original shipping fees are non-refundable.
- We recommend using a shipping service with tracking information, as ShySilk is not responsible for lost return packages without tracking confirmation.
5. Refunds
Once we receive your returned item, our team will inspect it to confirm that it meets the return requirements.
You will receive an email notification regarding the approval status.
If your return is approved:
- Your refund will be processed within 5–10 business days.
- The refund will be issued to the original payment method used at checkout.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.
Please provide:
- Order number
- Photos or videos showing the issue
After reviewing your request, we will provide an appropriate solution, such as a replacement or refund.
7. Order Cancellation
If you need to cancel your order, please contact us as soon as possible.
Orders can only be cancelled before they enter the processing or shipping stage.
Once an order has been shipped, we are unable to cancel the order.
8. Contact Information
If you have any questions regarding returns, exchanges, or refunds, please contact us:
Company Name: ShySilk
Email: EbonyUptonpm@outlook.com
Business Address:
Rm. 517, New City Centre,2 Lei Yue Mun Road,Kwun Tong, Hong Kong
Please note: This address is for business correspondence only and is not a return address.