Refund policy

Returns & Refunds

We want you to love what you order. Here's exactly how returns and refunds work at Silk & Seoul.

Cancelling an Order

Changed your mind before your order ships? Contact us at silkandseoulau@gmail.com as soon as possible and we'll cancel it and refund you in full — no questions asked. Once an order has shipped, it can no longer be cancelled, and the sections below apply instead.

Change of Mind

Because of the personal nature of skincare and how it's sourced, we're unable to accept returns or exchanges for change of mind, opened or unopened. This matches standard practice across the beauty industry, and how things work on our end too — once a product leaves our supplier, it can't be sent back upstream either.

Faulty, Damaged, or Incorrect Items

Please inspect your order as soon as it arrives. If it's faulty, damaged, or not what you ordered, contact us at silkandseoulau@gmail.com with your order number and a photo of the issue, and we'll sort out a replacement or refund. Beyond what we can resolve directly, the Australian Consumer Law gives you a right to a remedy for faulty goods for a reasonable time after purchase — nothing in this policy limits that right in any way.

The Glow Guarantee

If you've used a product as directed and it genuinely hasn't worked for your skin, reach out to silkandseoulau@gmail.com within 60 days of delivery. We'll ask a few quick questions about how it was used, then offer store credit toward something better suited to you — no need to send anything back.

Customs Delays or Non-Delivery

If a shipment is delayed, held, or unable to be delivered because of unpaid customs duties, missing import information, or a customs decision in your destination country, we're not able to offer a refund or replacement for that reason. Please respond promptly to any customs payment or documentation requests to avoid this.

Refunds

Once approved, refunds are sent to your original payment method within 10 business days. Your bank or card provider may take a little longer to post it on their end. Store credit is applied instantly.

Your Rights

Nothing in this policy limits your rights under the Australian Consumer Law, or any other non-excludable consumer protection rights you may have under the law of your country of residence. Our goods come with guarantees that cannot be excluded under applicable law, and you're entitled to a remedy for a failure that amounts to a major or minor problem, as defined by the ACL where it applies.