Refund policy

Last updated: 30 October 2026

At BLACKSILK, we want you to feel confident when shopping with us. This Return and Refund Policy explains how to request a return or exchange, which items may be eligible, how refunds are processed, and how to contact our customer support team.

BLACKSILK is a trading name of Black Silk Studio Limited (Company No. 14640705). If you have any questions about a return or refund, please contact us at support@blacksilk.store or call +44 7364 105321.

1. Return Eligibility

Eligible items may be returned or exchanged within 14 days of receiving your order, subject to the conditions outlined in this policy and applicable consumer protection laws.

To qualify for a return, items should generally be:

Unworn, unused and unwashed.
In their original condition, with original tags and packaging where applicable.
Free from damage caused by use or handling beyond what is reasonably necessary to inspect the item.
Accompanied by your order number or other proof of purchase.

Certain products may be subject to specific return conditions for hygiene, safety or other legitimate reasons. Any applicable restrictions will be communicated clearly and will be applied in accordance with applicable law.

If an item arrives faulty, damaged, incorrect or materially different from its description, please contact us so we can assess the issue and explain the available remedies.

2. How to Request a Return or Exchange

To request a return or exchange, follow these steps:

Email support@blacksilk.store within the applicable return period.
Include your order number, the item you wish to return and the reason for your request.
If the item is faulty, damaged or incorrect, please provide photographs where reasonably possible to help us assess the issue.
Our customer support team will explain the next steps and provide the appropriate return instructions.
Package the item securely and follow the instructions provided.

Please contact us before sending an item back so that we can help ensure it is returned to the correct location.

We will communicate the outcome of your request and any further steps required. Any assessment process will be carried out consistently with your applicable consumer rights.

3. Return Shipping Costs

BLACKSILK will cover the cost of return shipping for returns and exchanges approved under this policy.

Please contact support@blacksilk.store before dispatching your return so that we can provide the appropriate instructions.

If your item is faulty, damaged, incorrectly supplied or otherwise eligible for a remedy under applicable law, we will handle return shipping costs in accordance with the legal requirements that apply to your purchase.

4. Refund Process

Once your returned item has been received, we will assess it against the applicable return conditions and notify you of the outcome.

If your refund is approved:

The refund will be issued to your original payment method where possible.
We will issue the refund within 14 days of receiving the returned item, or within 14 days of you providing evidence that you have sent it back, whichever is earlier.
The time it takes for the refunded amount to appear in your account may depend on your bank or payment provider.
We will notify you if additional information is needed to process your refund.

If a refund cannot be issued to the original payment method, we will contact you to discuss an appropriate alternative, subject to applicable law.

Any deductions or exclusions will be explained where applicable and will not be applied where prohibited by law.

5. Exchanges

If you wish to exchange an eligible item for a different size or another available product, please contact support@blacksilk.store.

Exchanges are subject to product availability and the applicable return conditions. Our customer support team will explain the available options and the process for completing an exchange.

If the requested replacement is unavailable, we will contact you to discuss the available alternatives, including a refund where applicable.

6. Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If you receive an item that is damaged, faulty, incorrect or materially different from its description, contact support@blacksilk.store as soon as reasonably possible.

Please include your order number and a description of the issue. Photographs may help us assess the problem more efficiently.

We will review the information and explain the available options, which may include a replacement, repair, refund or another appropriate remedy depending on the circumstances and applicable law.

Your statutory rights are not affected by this policy. Any applicable consumer rights will take precedence over conflicting policy provisions.

7. Non-Returnable Items and Exceptions

Some items may be excluded from ordinary change-of-mind returns where a lawful exclusion applies. Any such exclusions will be clearly communicated before purchase where required.

Examples may include:

Items clearly identified as non-returnable where that restriction is legally permitted.
Personalised or custom-made products, where an applicable legal exception applies.
Sealed products that cannot be returned for genuine health protection or hygiene reasons once unsealed, where permitted by law.

These exclusions do not remove any rights or remedies that customers may have for faulty, damaged, misdescribed or incorrectly supplied goods.

Any final-sale or promotional designation does not remove mandatory consumer protection rights.

8. Order Cancellations

If you need to cancel an order, please contact support@blacksilk.store as soon as possible and include your order number.

We will let you know whether the order can be cancelled before dispatch. If the order has already been dispatched, you may need to follow the applicable return process.

Nothing in this section restricts any statutory cancellation rights that apply to your purchase, including any mandatory rights available to consumers under applicable law.

9. Refund Timeframes

Approved refunds are issued within 14 days of us receiving the returned item (or evidence that it has been sent back). Refunds for cancelled orders that have not been dispatched are issued within 14 days of cancellation.

After a refund is issued, the time taken for the funds to appear in your account depends on your payment provider and financial institution.

If you believe your refund is delayed, please contact us at support@blacksilk.store with your order number so that we can review its status.

10. Delivery Area

We currently sell and deliver to addresses in the United Kingdom only, so all returns are made from within the United Kingdom. Return instructions will be provided by our customer support team.

11. Changes to This Policy

We may update this Return and Refund Policy to reflect changes in our operations, services or legal requirements.

The latest version will be published on this page with the updated date. Changes will apply subject to applicable law and will not retrospectively remove rights that customers have already acquired.

12. Contact Us

If you have questions about returns, exchanges, cancellations or refunds, please contact our customer support team and include your order number.

Business name: BLACKSILK (a trading name of Black Silk Studio Limited)
Company number: 14640705 (registered in England and Wales)
Registered office: 2 Hazelwood Road, Hazel Grove, Stockport, SK7 4LZ, United Kingdom
Email: support@blacksilk.store
Phone: +44 7364 105321
Website: https://blacksilk.store/
Contact page: https://blacksilk.store/pages/contact