Shipping & Returns
Got a question about how we ship, return or handle your order? You’ve come to the right place.
Shipping
SilkFred brings together styles from independent brands. The delivery arrangements for purchases made on this store are managed by SilkFred, even where a product is associated with a particular Brand.
The delivery services and charges available for your order are shown at checkout before you pay. Any delivery estimate displayed there is an estimate and is not guaranteed.
Enter your delivery address at checkout to see whether delivery is available and which services can be selected for that address.
Here’s how it works
Once you’ve placed an order, we’ll send an order confirmation to let you know we’ve received it.
When your order has been dispatched, we’ll send another email. When tracking is available, we’ll include the details so you can follow your parcel.
Need help with a delivery?
If tracking says your parcel has been delivered but you can’t find it, please check with neighbours and in any safe places around your property. If it still hasn’t turned up, use our Contact page and we’ll investigate with the delivery provider.
If a parcel is returned to sender, please contact us. Once we know what has happened, we’ll explain the options available for your order.
Returns
We hope you’ll love your new items. If something isn’t quite right, request a return through your customer account before sending anything back. We’ll review the request and confirm the instructions for your order.
1Sign in
Open your customer account and sign in with the six-digit code sent to your email. Go to your orders and open the order you want to return.
2Request the return
On the order status page, select Return items, choose the items and return reason, then submit your request. If the return option is not shown, contact us.
3Wait, then send
We’ll review your request. If it’s approved, we’ll send the return instructions and, where applicable, a label. Pack the item securely, use the confirmed method and keep proof of postage.
What’s your returns policy?
For most online purchases, you have 14 days after receiving the goods to tell us that you want to cancel, followed by a further 14 days to send them back.
If you cancel your whole order under this right, we’ll also refund the basic outbound delivery charge. You are normally responsible for the direct cost of returning unwanted goods unless we tell you otherwise.
Where do I send my return?
We’ll provide the correct return method and destination after you submit a return request and we confirm it. Please don’t send anything before you receive those instructions.
What condition should returned items be in?
Unless an item is faulty or not as described, it should be returned unused, unworn, unwashed and in its original condition with tags and any hygiene seals intact.
- When trying on clothing, please avoid deodorant, makeup, tan or perfume that may leave a mark or scent.
- Try swimwear on over underwear and leave its protective hygiene strip intact.
- Try shoes on indoors, take care not to mark the soles and return them in their original, unmarked shoebox inside suitable outer packaging.
If handling beyond what is reasonably necessary to inspect an item reduces its value, we may reduce the refund to reflect that loss where the law allows.
Which items are excluded from the change-of-mind right?
Your right to change your mind may not apply to personalised items or sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.
Nothing on this page affects your legal rights where an item is faulty, damaged or not as described.
When will I be refunded?
We’ll inspect a return after it arrives and email you when the refund has been issued. Where you cancel under your statutory right to change your mind, we’ll refund you without undue delay and no later than 14 days after we receive the goods back or you provide evidence that you sent them back, whichever is earlier.
Approved refunds are made to the original payment method. Your bank or payment provider may need additional time to show the funds after a refund has been issued.
What if my item is faulty, damaged or incorrect?
If an item is faulty, damaged, not as described or not what you ordered, please contact us. Your rights under the Consumer Rights Act 2015 are not affected, and we’ll provide the appropriate remedy and return instructions.
Please don’t send a return before your request is confirmed. Parcels sent without a return request or approved instructions may be delayed or remain unprocessed.
For a concise summary of the process and your legal rights, see our Returns & Refunds page.