Refund policy

Last Updated: 06 September 2025


At Silk Souq, every piece is created to embody timeless elegance and quiet luxury. We want you to feel absolute confidence in your purchase. Should you wish to return or exchange an item, please review the guidelines below:

 

  • United Arab Emirates (UAE): 7-day return policy with Silk Souq–arranged return shipping.

  • European Union (EU): 14-day cooling-off period, in line with EU consumer regulations.

  • Other Countries (including GCC, USA, and International Orders): Returns accepted within 14 days. Customers are responsible for arranging and covering return shipping, as well as any customs duties, taxes, or import fees.

 

 

Return Conditions

 

To be eligible, your item must be:

  • In the same condition as received — unworn, unused, and unwashed.

  • With all original tags and labels intact.

  • In its original packaging, including boxes and dust covers.

  • Accompanied by the original receipt or proof of purchase.

 

For reasons of hygiene and safety, used pillowcases, eye masks, or other intimate items cannot be returned.

 

 

How to Start a Return

 

To initiate a return, please contact us at contact@silksouq.com.

  • If approved, we will provide a return shipping label and instructions for UAE orders.

  • For Other Countries, customers must arrange and cover return shipping using a trackable and insured courier service, as Silk Souq cannot accept liability for lost or damaged parcels in transit.

Items sent back without prior approval will not be accepted.

 

 

Cash on Delivery (COD)

 

  • COD is available only within the United Arab Emirates.

  • Orders placed outside the UAE with COD selected will be automatically cancelled.

  • Payment must be made in full and in cash upon delivery. Our couriers are unable to accept alternative payment methods for COD orders.

 

 

Damages & Order Issues

 

We carefully inspect each item before dispatch. However, if your order arrives damaged, defective, or incorrect, please contact us immediately so we may resolve the issue with care.

 

 

Exchanges

 

To secure your desired piece, we recommend placing a new order once your return is accepted.

 

 

Refunds

 

Once we receive and inspect your return, we will notify you of approval. Approved refunds are processed to your original payment method within 10 business days.

Please allow additional time for your bank or credit card provider to reflect the refund.

If more than 15 business days have passed, kindly contact us at contact@silksouq.com.

 

 

Exceptions & Non-Returnable Items

  • Sale items, gift cards, and used hygiene-related products cannot be returned or refunded.

 

 

Shipping Timelines

  • Dubai: 1–2 business days.

  • Other Emirates: 2–3 business days.

  • International Orders: Approx. 30 days.

 

International customers are responsible for any customs duties, VAT, or import fees that may apply.

 

 

Our Commitment to Sustainability

 

Each Silk Souq order is packaged in durable, reusable boxes designed to be cherished beyond delivery. With every order, we also contribute to Tree-Nation, supporting global reforestation efforts.

 

 

Contact Us

 

For any questions regarding returns, refunds, or exchanges, please contact our customer care team at:

📩 contact@silksouq.com