Widerrufsrecht

RETURNS


SueSilkHK aims to ensure that all customers are satisfied with their online shopping.


Every order is hand inspected before leaving our warehouse. This inspection includes ensuring that any items are free of defects and that the dimensions comply with our size chart.


In addition, we reasonably expect that all customers will review this return and exchange policy before placing an order.


These are our terms and conditions:


  1. If you receive wrong or defective goods, or return them without reason. Customers must contact us within 72 hours of receiving their order to inform us that they wish to return an item.
  2. Customers must return items within 14 days of order delivery. Return the item to us with tracking information. After receiving your return, we will inspect the goods and notify you of your refund.
  3. Unfortunately, we are unable to process refunds for returns that lack tracking information. Please make sure you use the tracking method to return the item. Thank you very much for your understanding and cooperation in this matter.
  4. Returned items must be in the same condition as when received. This means that it has not been worn (other than tried on), has not been washed, or shows any signs of wear or damage. This includes marks or stains from trying on clothing.


What is the process for returns and refunds?


This is very simple! You will need to contact us by email (using the Customer Service page above our home page) let us know that you wish to return your order. We will respond and let you know what you need to do and where you need to return your item. After receiving your return, we will inspect the goods and notify you of your refund.


How long does it take to process a refund?


Refunds will be processed within 2 to 4 business days of receipt of return.


Who pays the shipping costs associated with returns?


Again, this is simple. If we send you the wrong item, wrong size or defective item then we will pay. If you wish to return an item for any other reason, we are not responsible for shipping costs. This includes orders that experience minor delivery delays due to unforeseen issues caused by the shipping company. As a courtesy, it is the customer's responsibility to order in advance and not wait until the last minute.


Are there any other fees for returns and refunds?


Unfortunately, yes. We charge an administrative fee of $13 (per item of clothing returned) which includes shipping costs to send the order (included in the product price), merchant fees, and the time it takes to process returns/refunds. This fee also applies to any returns that are not our fault. For example, change of mind or last minute order.


I can't make up my mind, so I'm ordering 3 or more items and planning to return 1 or more items?


Technically, and as politely as possible, no. We don't want such an order. Why? Simply put, it becomes a cost to our business (most businesses, in fact). We have low inventory and orders of this nature often cause items to go "out of stock" quickly. When an item is out of stock, we are unable to complete sales to other potential customers until we restock or return the item. All we ask is that you please note and respect this condition. If such an order does be received and returned, then we will provide a store credit in lieu of a refund.


EXCHANGES


If for some reason you wish to exchange your order for another item advertised on our website (e.g. you may have changed your mind, or you tried an item and it didn't fit) then we will be more than happy to accommodate you Handle exchange. Some of their terms and conditions are as follows:


  1. Customers must contact us within 72 hours after receiving the order and inform us of their willingness to exchange.
  2. Customer must return the order within 14 days after delivery. Return the item to us with tracking information. Once the tracking information is updated, we will promptly send new items.
  3. Returned items must be in the same condition as when received. This means that it has not been worn (other than tried on), has not been washed, or shows any signs of wear or damage. This includes marks or stains from trying on clothing


What do I need to do to exchange my item?


The process is quite simple. Order new items again and return items you no longer need!


After placing your order, please contact us via email (using the Customer Service page at the top of the page) and we will get back to you as soon as possible if you need to return an item you no longer want.


Who pays for shipping costs associated with the return?


​Again, this is simple. If we have sent you the wrong item, wrong size or item is faulty then we pay. If you wish to exchange for any other reason than we are not liable for shipping costs.


Are there any other costs for exchanging?


No. 


WE DON'T REFUND OR EXCHANGE FOR


Unfortunately there are some products due to Hygiene reasons we can not and no not accept Refunds or Exchanges for. These include the following items whether used or not used for purpose:


Personal effects such as scarves and shawl, seye masks, headbands, hair bands, underwear, etc.

Headbands.

Pillowcases, sheets, duvet covers and other bedding items.

Any other items of personal nature.


In addition to the above, we ship internationally with USPS, Canada Post, Royal Mail, Evri, DHL International Germany, La Poste France, Australia Post, New Zealand Post to deliver all orders within the destination country. We have authorized our drivers to leave the goods at the buyer's "delivery address". All delivery status can be viewed online via the postal website. Once goods are delivered to the buyer's address, they become the property of the buyer. Therefore, no refunds will be issued if the buyer claims not to have received the goods after an official investigation has confirmed that the goods have been marked as successfully delivered. It is 100% the buyer's responsibility to ensure that a safe and secure delivery address is provided.