Shipping & Returns

Got a question about how we ship, return or handle your orders? You’ve come to the right place!

We understand that COVID-19 makes it harder than usual to return items to us. To support you, we’ve extended our returns period on orders placed on or after 1st March 2020. If you wish to return an item during this time, please let us know within 14 days of receiving the item. You can do this by logging into your account in the usual way - easy! You’ll then have a further 46 days to physically return the item to us. Please bear in mind that if you don't notify us within 14 days of receiving your item, we’re unable to accept your return.

Shipping

We’re home to a community of independent fashion brands. When you shop with us, it’s one checkout process, no matter how many brands you buy from.

All items are shipped directly by the brand that designed them - simple!

Here’s how it works

Once you’ve placed an order you will receive an order notification letting you know we have received your order.

When your order has been shipped, you’ll receive a notification confirming your item is on its way to you, normally within 24 hours.

Please note that shipping rates and delivery times vary from brand to brand. If you are ordering a pre-order product, please see the product page for estimated shipping date.

To create a return follow the steps below and if you need any help contact hello@silkfred.com or chat with one of our team using live chat.

1 Request return

Log into your SilkFred account. Go to ‘My Orders’ and click ‘View’. Select ‘Return’ & you will be provided with the correct address(es) to return your item(s) to.

2 Pack up

Pack up the items you wish to return into the packages they arrived in. Remember SilkFred is a platform for independent brands and your order may contain items directly from the brand. If you’re returning to multiple brands please ensure you send back to the correct address.

3 Send

Send your returns via your preferred courier or local post office, we recommend using a tracked service so you are able to trace your parcel. Make sure to keep your postage receipt.

View My Orders

SilkFred is platform for independent brands and your order may contain items that were shipped to you directly from the brand. This means that in order to receive your refund, you need to ensure that the item makes it back to the correct address.

What’s your returns policy?

  • We hope you’ll love your new items, but if you’re not fully happy, you need to let us know within 14 days of receiving the items, beginning the day after your order is received.
  • Once that’s done, you have another 14 days to physically return the order to us. We recommend you use a tracked service and keep your postage receipt until your refund has cleared.
  • All items must be returned, unused, unworn and in their original, undamaged packaging with tags attached.
  • When trying on clothing please check that you’re not wearing any deodorant, makeup, tan or perfume that may leave a mark or scent.
  • Don’t forget that swimwear should be tried on over underwear and that the protective hygiene strip should be left intact if you wish to return.
  • Please try shoes on indoors taking care not to mark the soles. Shoes must be returned in their original, unmarked shoebox.
  • Any items that are received back which are not in a resalable condition will be returned to you.
  • Refunds are processed within 10 business days of receipt and you will receive confirmation of your refund via email.
  • Please note that refunds can only be issued back to your original payment method or issued as a credit to spend on SilkFred.
  • If you need any help shout us at hello@silkfred.com.

Which items are non-refundable?

  • Any item that isn’t notified to us within the returns period. If you want to return something, you must tell us within 14 days of receiving the items (beginning the day after your order is received). You have another 14 days to return the goods once you’ve told us.
  • Returns received in damaged or worn condition. You have a legal obligation to take reasonable care of the items while in your possession. If you fail to comply with this obligation, we and/or the brand have a right to deduct the cost of any deterioration (due, for example, to your having used the items) up to the price of the items from the refund to which you are otherwise entitled.
  • Intimates including shapewear, bras, undies, tights, socks.
  • Shoes returned with postage stickers on the original shoebox - please place the shoebox inside a larger packing box.
  • Personalised items, unless faulty.
  • Free gifts.
  • Earrings.

What if I'm outside the UK?

We can’t provide Royal Mail labels to those outside the UK. To get something back to us, you’ll need to create a returns request as outlined above to receive the correct returns address(es). You can then send back your item using your preferred international shipping courier.

We will email you the return address for your parcel. Please ensure you copy the address onto your address label exactly as provided to you.

When you take your item to your chosen carrier, they will ask you to complete a customs declaration form which will be attached to your parcel. In order for us to process your refund in full, you will need to ensure that when you complete the customs declaration, you do so like the example below - taking extra care to tick the box for 'Returned Goods'.

Please take a photograph of the correctly completed customs declaration and the address label on your parcel and keep them in a safe place. We may need to see these to process your return.

Depending on the value of your order, your customs declaration form is likely to look like one of these 2 examples.

What’s the deal with taxes and duties for deliveries to the EU?

If you order items for delivery in the EU, they will be dispatched with any import duties and taxes fully paid. This means that there will be nothing more to pay after you have purchased your new items on SilkFred.

What about taxes and duties for deliveries outside of the UK and the EU?

All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer (even if you refuse any shipments upon delivery). If you order items for delivery outside of the UK or the EU, they may be opened and inspected by customs authorities and may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.