Returns and Refunds | Silkrest

We want you to be happy with your order. If you're not, we'll sort it.

We're a tiny team in Manchester making pillows by hand. Mistakes are rare, but if something goes wrong, we'll put it right quickly. No drama, no bots.

Your right to cancel (UK law)

Under the Consumer Contracts Regulations 2013, you can cancel your order within 14 days of receiving it. The 14 days start the day after your parcel arrives. You don't need to give a reason. Our own returns policy mirrors this, so there's just one set of dates to remember.

How many days do I have?

You have 14 days from delivery to let us know you want to return something. After you've told us, you have another 14 days to actually send the item back.

What can I return?

Anything that is:

• Unused

• Unwashed

• In its original packaging with all tags and seals

If you're returning a pillow, the hygiene seal must still be on. We can't take back pillows that have been slept on or opened. This is the same rule every UK bedding shop follows, and it exists for hygiene reasons.

If you're unsure, just email us. We treat every case like a human, not a policy robot.

How do I start a return?

Email us at silkrestuk@gmail.com with:

• Your order number

• A quick note about why you're returning the item

We'll reply within 24 hours (Monday to Friday) with the return address and what to do next. Please don't send anything back until you've heard from us. It helps us track everything and keeps your refund fast.

Who pays the postage?

If we made a mistake, or the item is faulty, we pay the return postage. We'll either email you a label or refund your reasonable postage cost.

If you've simply changed your mind, you cover the return postage. We recommend using a tracked service so your parcel doesn't go missing.

When do I get my refund?

We process refunds within 5 working days of receiving the return and checking it over. Money goes back to the card or method you used to pay. You'll get an email confirmation when it's done.

If 5 working days pass and you don't see it, check with your bank first (sometimes they're slow). Still nothing? Email us and we'll chase it.

Damaged or wrong items

If your order arrived damaged or we sent the wrong thing:

• Email us within 48 hours of delivery

• Attach a clear photo and your order number

• We'll send a replacement or give you a full refund, whichever you prefer

You won't pay anything for returns in these cases.

A note from us

We're a small workshop, not a warehouse. Every message gets read by a real person, and we're pretty easygoing. If something feels off, just reach out. We'd rather fix a problem than lose a customer.

Questions

Email silkrestuk@gmail.com or use our contact page. We reply Monday to Friday, usually within a few hours.