Returns Policy

How to return

Any unsuitable items may be returned to us within 7 days of the date you received your order and we will issue you a full refund (excluding original delivery charges). Please make sure anything you would like to return is unused, in a saleable condition, with all the labels still attached and in its original packaging (please see our policy below for more details.)

If you would like to return any items you must contact our customer care department (either by phone or email) and request a Returns Authorisation Number (RAN). Once you have your Returns Authorisation Number (RAN) the items can be returned within 7 days of the date you received your order. We will send you information regarding returning your unsuitable items once you contact us. Please note currently we do not offer an exchange. All items must be returned with the original receipt and the RAN clearly displayed in order for us to issue a full refund. Unidentified returns will be returned to the sender.

We recommend that you insure the return shipment and use a secure, trackable means to return your order to us such as DHL and that you retain your proof of posting as we cannot be responsible for goods that are lost or damaged in transit. Please note that the postal cost for returned goods are the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.

Our Policy

Items must be returned new in their original unworn, undamaged state with all of the SILKEN ROUTE and designer original tags still attached and in the original packaging the items were received, together with any promotional gifts received as part of the purchase. Returns that are damaged, soiled, altered or have any indication that they have been worn or used will not be accepted. In such cases, the items will be returned to the purchaser.

Please take care when trying on items of clothing especially due the delicate nature of the embroidery. Please ensure you do not use unnecessary force and ensure you are not wearing perfume, make up or a deodorant which may leave a scent or mark on the item. We will be unable to accept return of any item where there is evidence that these instructions have not been followed.

We are unable to accept returns on pierced jewellery and accessories. Shoes must be tried on a carpeted surface until you are certain you wish to keep them. Shoes must be returned unmarked and in their original, undamaged box. Shoes returned without their original boxes or with marked soles will not be accepted.

Incorrect, Damaged or Faulty Goods

We inspect all goods prior to dispatch to ensure the highest possible standards, but if for some reason the goods you have received are not what you ordered or are in some way damaged or faulty, please contact our customer care team immediately (by phone or email) quoting your order number and details of the problem with the goods received. We will then advise on how to proceed with the return and arrange a refund or replacement as you request.

Please note all our clothing is specialist dry clean only owing to the hand printing, hand embroidery and beading work of the goods. Any damage due to any other cleaning technique will not be our responsibility.

Returns from outside the UK

All returns must be clearly marked on the outer packaging as “UK returned goods, returned item not required” together with your RAN. Failure to do so may result in your returned items incurring additional taxes and duties if being returned from outside the UK, which will be your responsibility to pay. This may delay your refund, credit or exchange. We cannot process any returns with taxes and duties outstanding and reserve the right to deduct these charges from your refund.

Receiving a refund

Once we have accepted your returned goods, we will refund the value of the goods (excluding delivery charges) to the original payment method used. Any additional duties and taxes incurred by non-EU customers are also non-refundable.

Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

Contacting us

Our Customer Care team are available Monday to Friday 10:00-17:00 (GMT) and will be happy to help you with any You can email us at customercare@silkenroute.com or by calling 0203 6677243 from the UK or +44 (0) 203 6677243 internationally