Our policy in short
Our products are made to order to your own design. Because each item is produced specifically for you, custom orders cannot be returned or exchanged unless the goods are faulty or do not match the artwork you approved.
Custom orders
Custom and made-to-order products are excluded from change-of-mind returns.
We cannot accept a return because of a change of mind, a change to your design after approval, or an error in artwork that you approved.
Delivery dates are estimates. A late delivery is not, by itself, grounds for cancellation once production has started.
Color variation
Slight color variation between previews, product photographs and the delivered goods is a normal characteristic of textile printing and is not a defect. See our Terms & Conditions for details.
Faulty or incorrect items
If your order arrives faulty, damaged, or materially different from the artwork you approved:
1. Contact us within 7 days of delivery, quoting your order number.
2. Send clear photographs of the issue, and of the packaging where relevant.
3. Keep the goods and packaging until the claim is resolved.
We will investigate the claim. If it is accepted, we will either remake the affected items or refund them. We may ask you to return the affected items; where we do, we cover the return shipping cost.
Cancelling before production
You may cancel an order before production starts and receive a refund of amounts paid, less any artwork, sampling or material costs already incurred. Once production has started, cancellation is normally not possible because the goods have been made specifically for you.
Refunds
Approved refunds are issued to the original payment method. Please allow 5-10 business days for the refund to appear, depending on your bank or payment provider.
How to raise a claim
Email info@silkdreamery.com or message us on WhatsApp at +86 15301097141 with your order number and photographs. We aim to respond within one business day.