Refund policy

Changed your mind? Don't worry, we got you. And your pillow…

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn, unused, unwashed, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to start a return

  1. Log in to your account at silksilq.com/account
  2. Find the order you'd like to return and click "Request return"
  3. Select the item(s), tell us the reason, and submit
  4. We'll review your request within 3 business days and email you a return form with the return address

Don't have an account? Email us at hello@silksilq.com with your order number (it starts with #, found in your order confirmation email) and we'll take it from there.

Returns must be sent to:
1200 Fuller Rd. building C2-dock 3, Linden, New Jersey, 07036, USA

You are responsible for all return shipping charges, except when the return is the result of a SilkSilQ error (wrong item, defective, or damaged on arrival — see below). Items sent back to us without first requesting a return will not be accepted.

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

Damages and issues

Please inspect your order upon reception and contact us at hello@silksilq.com within 7 days if the item is defective, damaged in transit, or not as described. Please include your order number and a photo of the issue. We'll cover the return shipping and send a replacement or full refund — your choice.

Exceptions & non-returnable items

Certain types of items cannot be returned, including personal care goods (such as eye masks and hair accessories that have been worn or unwrapped) and custom or personalized products. We also do not accept returns on items marked FINAL SALE at the time of purchase, or on gift cards.

Please get in touch at hello@silksilq.com if you have questions or concerns about your specific item.

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.

Returns on multi-buy promotions

This section applies to change-of-mind returns for orders placed after this section was published, where these terms were available before checkout. Earlier orders remain subject to the terms in effect when they were purchased.

If you return part of an order purchased with a multi-buy offer, such as Buy 3, Get 1 Free or Buy 1, Get the Second at 50% Off, we recalculate the promotion based on the eligible items you keep. We use the prices, eligible products, and promotion rules that applied when you placed the order, not current prices or later offers. Each product category is assessed separately.

If the items you keep still qualify, the applicable promotional discount remains. If they no longer qualify for all or part of the offer, the discount you no longer qualify for is deducted from your refund. Any welcome discount used on the original order remains applicable to eligible retained items under its original terms, after the multi-buy discount is recalculated.

Your merchandise refund is the amount originally paid for the affected items, less the recalculated amount due for the items you keep and any merchandise refunds already issued for those items. We account for earlier returns so the same promotional adjustment is not deducted twice. A partial return may result in a reduced refund or a $0 merchandise refund. We do not charge an additional payment solely because of this adjustment. If all items in the promotion are returned and accepted, the total merchandise refund, including earlier refunds, equals the amount actually paid for those items.

For example, four eligible items priced at $89 each cost $267 with Buy 3, Get 1 Free. If you return one and keep three, the three retained items cost $267 and the merchandise refund is $0. If you return two and keep two, the merchandise refund is $89. If the original order also received a valid 15% welcome discount, the corresponding merchandise refunds are $0 and $75.65. These examples exclude tax and shipping.

Please request a return before sending items back so we can confirm the applicable refund calculation. Taxes are adjusted as applicable. This promotional adjustment is not a restocking fee. Our existing return conditions, shipping responsibilities, and Damages and issues terms continue to apply. This section does not limit your statutory rights.

Refunds

We do not charge a restocking fee.

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at hello@silksilq.com.

This policy does not affect your statutory rights or consumer law rights that cannot be excluded or limited by law.