Silkaorvian is dedicated to providing a transparent and professional shopping environment for our customers in Hong Kong. We understand that issues may occasionally arise with the items you receive.
This policy outlines our procedures for returns, replacements, and refunds, ensuring full compliance with the Sale of Goods Ordinance (Chapter 26) of the Laws of Hong Kong. By shopping with us, you agree to the terms detailed below.
Eligibility for Returns
Our return policy is specifically designed to address instances where an item is delivered in a damaged condition or if the incorrect product was sent to you. We provide a 30-day window for returns, which commences on the day the package is delivered to your doorstep.
To remain eligible for a return, the item must be in the same condition as when you received it. It should be unworn, unused, and stored in its original packaging.
We request that you retain all tags and labels attached to the apparel. Please note that we do not accept returns, exchanges, or refund requests due to a change of mind. We encourage all shoppers to be completely sure about their selections before finalizing an order.
Reporting an Issue
If you identify a fault or receive the wrong item, please notify our team immediately by emailing [email protected].
In your message, include your order details and a brief explanation of the problem. Our support team operates from 9 AM to 5 PM HKT, Monday to Friday, and will guide you through the next steps.
Pickup and Inspection Process
Once your request is acknowledged, we will arrange for a courier to pick up the item from your location in Hong Kong. This service is provided at no cost to you; Silkaorvian covers all logistics expenses related to the return of damaged or incorrect goods.
Upon the arrival of the item at our facility, our team conducts a thorough inspection to confirm the reported issue. This inspection process takes 24 hours. We maintain high standards of quality control to ensure that every case is handled with fairness and accuracy.
Replacements and Resolution
If the inspection confirms that the item is damaged or incorrect, our primary objective is to arrange a replacement. We will ship the correct item to you as quickly as possible. In the event that the specific item is unavailable or the damage is beyond repair, we will proceed with a full refund.
Refund Procedures
Since Silkaorvian operates exclusively on a Cash on Delivery (COD) basis, we do not have access to your banking information at the time of purchase. If a refund is necessary, we will contact you via email to request your bank account details for a manual transfer.
Once we receive your details, the refund is initiated. Please allow 5 to 6 business days for the amount to reflect in your account. This timeline depends entirely on the processing speeds of your banking provider.
We do not charge any restocking fees, ensuring you receive the full value of your original purchase.
Geographic Limitation
This policy applies solely to transactions and deliveries within the Hong Kong Special Administrative Region. Silkaorvian does not offer international shipping or returns. All disputes or inquiries related to this policy are governed by the laws of Hong Kong.
Contact Information
For any questions regarding our return or refund procedures, please reach out to our support team at [email protected]. We are committed to resolving your concerns with professionalism and efficiency during our standard business hours.