Refund policy

Returns & Refund Policy

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RETURNS POLICY  

In accordance with health and hygiene regulations, products of a hygiene-sensitive and personal nature cannot be returned or refunded, unless they are in an unused, completely unopened condition with all hygiene temper resistant seals intact. This includes pillowcases, hair accessories, scrunchies, beauty bands, face masks, eye masks, turbans, heatless curler set, exfoliating mitt, face clothes, hair towels.  Due to hygiene regulations and the nature of the product, face masks are non refundable or returnable. 

Please be aware that under EU hygiene regulations, in order to return a product, all hygiene temper resistant seals must be intact, and complete with all tags and labels attached. We reserve the right to refuse items that are not returned in an unused, unopened condition.  This does not affect your statutory rights. 

Everything we sell has been meticulously checked with a strict quality control procedure before being dispatched. If you believe you received a faulty item, please contact our support team at hello@thebigsilk.com as soon as you receive your order, and we will be happy to investigate further. Please include pictures and a description of the fault, which will make it easier for us to resolve the issue. Our team will then provide you with return instructions for a thorough inspection. Our dispatching warehouse does not handle returns and any item sent back there will be disposed off, voiding any right to a refund. 

In order to start the returns process, please email our support team at hello@thebigsilk.com with your return request,  order number and name.  Our team will then be able to process your return and give you further return instructions.  Our dispatching warehouse does not handle returns and any item sent back there will be disposed off, voiding any right to a refund. Items must be returned within 14 days of the date the order has been received by the customer.

Once we have approved a return/exchange, your refund will be credited to the original payment method within 14 working days of receipt of your return. You will receive an email notifying you of your refund being processed. Please note that funds can take up to 7 business days to appear in your account. Please note that we do not refund shipping costs. If you received free shipping on your order, you will receive a refund minus this shipping cost. 

We do not cover return shipping costs. Please make sure that you keep proof of postage for your return and use a tracked delivery service as any item returned to us is your responsibility until it arrives at our warehouse. Please send your item back to us using a tracked delivery service that insures you for the value of the goods.

Please note we will not refund duties, taxes or shipping costs.

  • Personalised items

Due to their nature, personalized items cannot be returned. 

  • Gift cards

Gift cards are non refundable


Shipping Policy - Our carrier partners stipulate that only items still not delivered after 15 working days since the day of postage can officially be classified as lost.  Only after this will a refund/replacement be sent.

We will send your items to the address you enter at checkout. We will not take responsibility for any mistakes or typos in the address. We use a tracked delivery service and do not take responsibility for packages that go missing after delivery confirmation.

We cannot cancel or amend an order once it has been placed.  

We do not take any responsibility for how you wash or treat the products.

For international orders, any customs or duties charges are applied at the discretion of the carrier and are governed by local laws. All charges will be payable by the customer.

For more accurate information, we’d suggest to get in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.