Returns & Exchanges

How We Process Returns

 

We’re flagging this as very important information. You’ll want to read this before placing your order.

To begin your return, access our Return Portal here.

At Silk & Plum, each piece is produced in limited quantities and handled with care. We are an independent label working in small volumes and because of that, our returns policy is thoughtfully structured.

We do not offer change-of-mind returns. But if we have made an error, we will always try our best to make it right.

We only accept returns request when it is made via our returns portal or in any case, that is emailed directly to us at hello@silkandplum.com. We encourage you to reach out to us directly for any concerns, as we are best able to assist you promptly.

Public complaints on social media are strongly discouraged.

Please read the following carefully before submitting a request.

1. Return & Exchanges Window

Return or exchange requests must be submitted within 7 days from the date your parcel is marked as delivered (based on courier tracking).

Once your request is approved, the item must be shipped back within 5 days of approval.

2. Eligible Return Reasons

We strictly do not accept returns based on Change-Of-Mind reasons. We accept returns only in the following situations:

1. Incorrect item received

2. Item defect / manufacturing fault

3. Size exchange (only subject to availability, otherwise not accepted)

Photo evidence is required for verification before approval. This helps us resolve your case quickly and fairly.

 

Return Conditions

To be eligible:

• Item must be unworn, unwashed, and unaltered

• All original tags must remain attached

• Item must be returned in its original packaging with no damage to packaging

• No stains, scents, makeup, or deodorant marks

As a small brand, we carefully inspect all returned pieces. When items do not meet these conditions, we have the right to decline the return request.

 

A) Incorrect Item Received OR Item Defective

If you received something different from what you ordered, we sincerely apologise. That is on us. Items qualified as incorrect include: incorrect size as order placed, and receiving a different product.

If your piece arrives with a genuine manufacturing defect outside of standard natural fabric defects, we are truly sorry. Please submit clear photos of the defect so we can review it promptly.

Here are two scenarios to proceed in the case that:

Replacement Stock Is Available

Here’s how we’ll handle it:

• You may return the incorrect item - See How To Return via our Returns Portal.

• The cost of Return Shipping + Earlier duties & taxes you paid will be refunded as store credit upon Returns approved.

• We will ship the correct item to you at no charge . Shipping is on us!

• You would only be responsible for any new duties & taxes upon re-delivery.

Replacement Stock Is NOT Available

If the selected item is no longer in stock, here’s how we’ll handle it:

• You may return the incorrect item

• You may choose between:

• Full store credit (product + shipping + duties & taxes + return shipping), or

• Full refund (product + shipping + duties + return shipping).

When the error is ours, we take full responsibility.

B) Size Exchange (*Subject to Availability)

We provide detailed size charts, fit notes, and model measurements on every product page. As listed on each product page, some variation in colour, fabric, fit and sizing is expected and is considered industry standard. We encourage careful selection before placing your order, and recommend sizing up if you are in-between sizes.

We understand that fit can feel different once tried on. However, size exchanges are offered only as a courtesy and are subject to stock availability as we are an independent brand operating with limited stocks.

If Replacement Size Is Available

 

Please note:

• Original shipping, returns & taxes is not refundable.

• You will be responsible for return shipping and duties & taxes on the replacement item.

• We will cover the outbound shipping for your replacement size as a gesture of goodwill.

Limit: Depending on your case, we currently only allow one size exchange per order.

If Replacement Size Is NOT Available

If your requested size is no longer available, we may issue Store Credit (product value only) on a case-by-case basis, otherwise we may not be able to support your request. Refunds are not offered in this instance, as sizing is not considered a fault. Return shipping remains the responsibility of the customer.

We encourage alterations where needed, as ready-to-wear pieces are not designed to fit every body perfectly.

3. Processing Time

Allow us to review your returns request as early as 2 business days and no later than 4 business days.

Refunds or store credit will be issued as early as 5 business days and no later than 10 business days after item inspection.

Great news! Your store credit is valid for up to one year.

Other Shipping & Delivery Matters

We understand that waiting for a parcel can feel long — especially when you are excited for it to arrive. While we work with reliable international couriers, certain circumstances may occasionally affect delivery timelines.

Below is how we handle these situations.

1. Delivery Delays

Estimated delivery times provided at checkout are a guide only and are not guaranteed. Delays may occur due to:

• Customs clearance

• Weather disruptions

• Peak season congestion

• Courier operational delays

If your parcel is still moving within the courier’s tracking system, it is considered in transit.

Orders cannot be cancelled or refunded while in transit. If your shipment appears significantly delayed, please contact us and we will gladly assist in tracking and escalation.

Delays caused by customs clearance do not qualify for cancellation or refund. These processes are handled by local authorities and are outside of our control.

2. Lost Parcels

If your parcel has not arrived within a reasonable timeframe, please notify us within 7 days of the estimated delivery date.

We will initiate a formal courier investigation on your behalf. Investigations typically take 7–14 business days depending on the courier and destination country.

If the courier confirms that the parcel is officially lost:

• A replacement will be shipped (subject to availability), or

• Store credit or refund will be issued if replacement is unavailable.

We are unable to issue refunds or replacements before the courier investigation is complete.

3. Parcel Marked as Delivered

If tracking confirms delivery — including signature confirmation or delivery photo proof — responsibility transfers to the recipient.

If you believe your parcel was misdelivered, please:

1. Contact the courier directly to file a report.

2. Notify us so we may assist in follow-up.

Refunds or replacements cannot be guaranteed if the courier confirms successful delivery.

A Final Note

As a small independent label producing in limited quantities, every return impacts us differently than it would a large retailer. We have designed this policy to balance accountability with sustainability, taking full responsibility when the error is ours, and offering flexibility where we can.

If you are unsure about sizing before ordering, we warmly invite you to reach out. We would much rather guide you beforehand than process an exchange after.

Thank you for supporting our small brand.