Refund policy

This policy is in addition to your statutory rights under the Consumer Rights Act 2015, and the Consumer Contracts Regulation 2013, nothing in this policy affects those rights.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This is in addition to, and does not affect, your statutory rights.

To be eligible for a return, your item must be unused and in its original packaging. You shall also be required to provide proof of purchase. This is without prejudice to your statutory rights.

To start a return, you can send us a message on the website or contact us at contact@sillagesouk.com. Please note that returns will need to be sent to the following address: 13 Canterbury House, Bow Road, London, E3 3AU.

Once Sillage Souk processes your return either under the statutory framework or our policy and we approve the return, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return may cause delays and will not be accepted without prejudice to your statutory rights. 

You can always contact us for any return question at contact@sillagesouk.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, if you receive the wrong item, or if the product is faulty so that we can evaluate the issue and make it right by offering a replacement, processing a return, as well as any other statutory remedies a consumer may be entitled to. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), personal care goods, and sealed goods where the seal is broken. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards unless doing so would cause prejudice to your statutory rights, including your rights in relation to faulty goods or your legal right to cancel eligible online orders.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

14 day cooling off period
If you buy from us online, you normally have the right to cancel your order within 14 days after the day you receive the goods, without giving a reason. If you cancel, you then have a further 14 days to return the goods to us. You may inspect the goods as you would in a shop, but we may make a deduction from your refund for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. This does not affect your rights in relation to faulty or misdescribed goods.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 14 days have passed since we’ve approved your return, please message us on the website or contact us at contact@sillagesouk.com.