Returns & Refunds
We want you to love your Silken Lengths pieces. If something isn't quite right, we're here to help.
Returns
If you change your mind about your purchase, you can request a return within 14 days of receiving your order.
To request a return, please use our self-serve returns portal through your customer account.
Items returned because you have changed your mind should be returned in their original condition, with any original packaging and hygiene seals intact where applicable.
As our products are designed for use with hair, we ask that you do not use or wear items before returning them if you are returning them because you have changed your mind.
We reserve the right to make a deduction from a refund where the value of an item has been reduced because it has been handled beyond what would reasonably be allowed in a shop.
Return postage
Unless an item is faulty, damaged or not as described, the cost of returning an item because you have changed your mind is the responsibility of the customer.
We recommend using a tracked postal service and keeping proof of postage, as we cannot be responsible for items lost while being returned to us.
Refunds
Once your returned item has been received and inspected, we will process your refund.
Refunds will normally be made to the original payment method.
Where you are exercising your legal right to cancel an online order, we will refund the standard delivery charge you originally paid. If you selected a more expensive delivery option, we are only required to refund the cost of the standard delivery service.
We will process refunds within 14 days of receiving the returned goods, or earlier where required by law.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or is not what you ordered, please contact us at hello@silkenlengths.com as soon as possible.
Please include your order number and, where possible, photographs showing the issue.
We will assess the issue and arrange an appropriate remedy in accordance with your consumer rights. This may include a repair, replacement or refund depending on the circumstances.
Your statutory rights are not affected by this policy.
Sale items
Sale items have the same statutory consumer rights as full-price items.
Any additional promotional terms will be clearly stated at the time of purchase.
Exchanges
We do not currently offer direct exchanges through our returns portal.
If you would like a different product, colour or style, you can return your original order and place a new order separately.
Questions
If you have any questions about a return or refund, please contact:
Silken Lengths reserves the right to update this policy from time to time. Any changes will be published on this page.