Refund policy
Returns and refunds at Northsilk
We want you to be happy with what you ordered. If something is not right, this page explains how to send it back and how your money is returned to you.
30 day return window
You have 30 days from the day your order is delivered to ask for a return. Tell us within those 30 days and you then have 14 days to post the item back to us.
Your statutory right of withdrawal
If you live in the European Union you also have a legal right to withdraw from your purchase within 14 days of receiving it, without giving a reason. Our 30 day window is offered on top of that right and never replaces it.
Condition we can accept
Items must come back unworn, unwashed and undamaged, with all tags attached and in their original packaging. Please include your order number so we can match the parcel to your order.
What we cannot take back
- Underwear, swimwear and other hygiene sensitive items once the hygiene seal is broken
- Items made or personalised to your specification
- Items that have been worn, washed, altered or damaged after delivery
- Gift cards
How to start a return
Email info@northsilkstudio.com with your order number and tell us which items you want to return and why. We reply with the return address and instructions. Please wait for that reply before sending anything back, so your parcel does not go to the wrong warehouse.
Return shipping costs
You pay the cost of returning an item unless it arrived damaged, faulty or was not what you ordered. We recommend a tracked service, because we can only refund a parcel that reaches us.
Damaged, faulty or wrong items
If your order arrives damaged, faulty or incorrect, email us within 14 days of delivery with your order number and a photo of the item and the packaging. We cover the return cost in these cases and send a replacement or a full refund, whichever you prefer.
Refunds
Once your return arrives and passes a quick check we process your refund within 10 business days. The money goes back to the payment method you used at checkout. Your bank or card issuer may need a few extra days to show it on your statement.
Exchanges
We do not process exchanges at the moment. Return the item you do not want and place a new order for the size or colour you prefer.
Cancelling an order
If your order has not shipped yet, email us as soon as possible and we will cancel it and refund you in full. Once an order has been handed to the carrier it has to be returned under the steps above.
Questions
Northsilk
Marienburghstraat 49, 7415 BN Deventer, Netherlands
Email: info@northsilkstudio.com
We answer Monday to Friday, 9:00 to 17:00 ET.