Refunds & Returns
1) How to track the delivery of your order?
When your order is shipped, you will receive an email containing the link to track your order. This will allow you to track your order in real time.
Chill Silk is not responsible for the disappearance of packages after < span> deposit registered by the carrier. Once your indicated package has been delivered, our responsibility is no longer engaged. No refund will be made in this specific case. In the event of a problem, contact colissimo / La Poste directly.
This is why we recommend that you take delivery against signature. < / span>
2) Do you accept returns and refunds?
We accept return of your order within 48 hours .
The product must be intact, unopened and in its original packaging. You must send us by email your request with the reason for your return: incorrect size (error on our part), does not correspond to the description, damaged product.
The outward and return shipping costs are your responsibility, at the rate you were billed for the outward delivery. In the event of a promotional offer which would allow you to benefit from a reduced rate delivery or free delivery, it is the original price of the one-way delivery (i.e. without reduction - see table below with the prices) which you will be deducted from the refunded amount. However, we will refund the item within 30 days of receiving it.
Attention : we will not be able to accept a product already opened for hygiene reasons following the sanitary rules.
You are responsible for the return shipment. If the package arrives broken or damaged, you will have to file a complaint with the shipping company and we cannot guarantee a refund. The products must be returned in perfect condition and not have been used.
Damaged, soiled or incomplete items are neither returned nor refunded.
Certain products such as face masks and pillowcases are neither exchangeable nor refundable for cause d'hygiène given the current health crisis.< p> 3) How to make my return?
1) First of all, send us an email with your return request and your reason for return (see the reasons below above) at the following address: email@example.com (with as much detail as possible: photos of the products and packaging).
2) When we have answered your email and validated your request , place the product (s) in a packing box, including including a sheet with your name / contact details / reason for return
3) Send the products to the following address:
CHILLSILK / Returns Customer service
strong> 18 RUE SAINTE PERPETUE - 30000 NÎMES
We advise you to choose a mode of transport with a tracking number. Without a tracking number, we will not accept any complaints.
If the returned product does not meet the return conditions, the refund cannot be made.
4) What are the countries, methods, delivery times and costs?
Please note that during the current health crisis, delivery times may be longer than usual.
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