Refund policy
Refund & Return Policy
We want every Silpaz purchase to be right. If it is not, here is exactly how returns, exchanges and refunds work.
30-day satisfaction guarantee
You have 30 days from the date of delivery to request a return or exchange on any item, for any reason.
Statutory right of withdrawal (United Kingdom & European Union)
If you are a consumer in the UK or the EU, you have a legal right to cancel your order within 14 days of receiving it, without giving a reason, and to receive a refund of the purchase price plus standard outbound shipping. To use this right, email support@silpaz.com with your order number and a clear statement that you are cancelling. You must return the goods within 14 days of telling us, and you pay the cost of returning them. Our 30-day guarantee above is offered in addition to this right, not instead of it.
Return eligibility
To be eligible for a return or exchange, an item must be:
- unused, unworn and unwashed, in its original condition;
- with all original tags still attached;
- in its original packaging.
We cannot accept returns on items that have been worn, washed, altered or damaged after delivery, other than where your statutory rights apply.
How to return an item
- Email support@silpaz.com within 30 days of delivery with your order number and the reason for the return. Photos help but are not required for unworn items.
- We will reply within 24 hours on weekdays with the correct return address and instructions. Please do not ship anything back before you receive them — unannounced returns cannot be matched to your order.
- Ship the item back to the address we provide, using a tracked service.
- Once we receive and inspect the return, we process your refund or exchange.
Who pays return shipping
- We pay when the item arrived faulty, damaged in transit, or is not what you ordered.
- You pay for change-of-mind returns and exchanges, including international returns. Original outbound shipping fees are non-refundable except where required by law.
Refunds
Refunds are issued to the original payment method. We process approved refunds within 2 business days of receiving and inspecting your return, and your bank or card issuer typically takes a further 5–10 business days to show it on your statement. You will get an email confirmation the moment we issue it.
Exchanges
Exchanges are subject to stock availability. If your requested size or colour is not in stock, we will offer you a refund or store credit instead — your choice.
Faulty or incorrect items
If your item arrives faulty, damaged or incorrect, email support@silpaz.com with your order number and photos within 7 days of delivery. We will send a replacement or a full refund including shipping, at our cost. You will not be asked to pay return shipping.
Customs duties on returns
Customs duties and import taxes you paid on an international order are charged by your country, not by us. We cannot refund them — you may be able to reclaim them directly from your local customs authority.
Contact
SELLER SPRINT LLC (trading as Silpaz)
1208 Corte Cielo
San Marcos, CA 92069
United States
Phone: +1 760-909-8686
Email: support@silpaz.com
Customer support hours: Monday – Friday, 9:00 AM – 5:00 PM (Pacific Time)