Refund policy

Silk and Sillage — Return & Refund Policy

At Silk and Sillage, we take immense pride in the quality, authenticity, and premium presentation of our curated fragrances. Because scent is deeply personal, we want to ensure your shopping experience is completely transparent and fair.

As an independent boutique handling delicate, luxury imports, our return policy is structured to comply fully with the South African Consumer Protection Act while safeguarding our product integrity.

1. 14-Day Return Window

You have 14 days from the date your parcel is delivered by our courier to request a return. If 14 days have passed since your delivery date, we unfortunately cannot offer you a refund or exchange.

2. Eligibility & Product Condition (Strictly Enforced)

To be eligible for a return, the item must be completely untouched and in the exact condition you received it.

The fragrance box must be unopened, unused, and completely sealed in its original holographic shrink-wrap (where applicable).
We cannot accept returns on any fragrance where the cellophane seal has been broken, torn, or re-taped.
The item must be in its original, undamaged outer packaging.

⚠️ Please Note: We do not offer refunds or exchanges based on "change of mind" or personal scent preference if the product has been opened. Because perfume cannot be repackaged or resold once sprayed, opening the protective seal voids eligibility for a return.

3. Damaged or Defective Items

If your parcel arrives damaged during transit (e.g., a cracked bottle or a leaking atomiser), please notify us immediately.

Contact us at shop.silkandsillage@gmail.com or via our WhatsApp Business line within 48 hours of delivery.
Please include your order number and clear photos of both the damaged packaging and the defective product.
Once verified, we will arrange a priority courier collection at our expense and issue a brand-new replacement or a full refund.

4. Return Shipping Process

If you are returning an unopened, eligible product:

You will be responsible for the return courier costs to hand the package back to our logistics hub.
We highly recommend shipping via a trackable local courier service (such as The Courier Guy or a pudo locker-to-locker drop) to ensure it arrives safely. We cannot issue a refund if the returned package is lost or damaged in transit back to us.

5. Refunds & Processing

Once your return is received and inspected by our team, we will send you an email to notify you that we have received your item and confirm whether your refund has been approved.

If approved, your refund will be processed immediately. The funds will be credited back to your original method of payment (via our secure Yoco gateway) or issued via a digital store voucher, depending on your preference. Bank processing times generally take 2–5 business days to reflect in your account.