Return & Refund
At Jancesilk, your satisfaction is our priority. If your order doesn’t meet your expectations, returning or exchanging is easy—and we’re here to help every step of the way.
Before You Start
Please initiate and ship your return or exchange within 30 days of receiving your order, as we are unable to fulfill requests beyond this period.
To ensure a successful process, items must remain in their original, pristine condition—unworn, unwashed, and unaltered, with all tags securely attached.
Please be advised that for hygiene and personalization reasons, Final Sale items, underwear, socks, eye masks, and customized products are not eligible for return or exchange.
How do I return an item and get a refund?
Step 1: Submit Your Request. Please email our customer care team at: jancesilk@outlook.com.
In your email, please include:
- Your order number.
- The item name(s) and reason for return (e.g., incorrect fit, changed mind).
Step 2: Receive Approval & Instructions. Our team will review your request and respond via email within 1-3 business days. Once approved, we will email you a return shipping label and our warehouse return address.
Step 3: Ship the Item Back. Please securely package the item and ship it using the provided label.
Important: For your records, we recommend keeping the tracking number for your return shipment.
Step 4: Receive Your Refund. We will process your refund as soon as we receive the returned item and verify its condition. Refunds will be issued to your original method of payment. Please allow 5-10 business days for the funds to be reflected in your account, depending on your bank or payment provider.
note:
Refund Amount: We will refund the item's purchase price. Original shipping fees and gift wrapping charges are non-refundable, unless the return is due to an error on our part (e.g., incorrect or defective item).
Non-Qualifying Returns: If a returned item does not meet the eligibility conditions above (e.g., shows signs of wear, odors, stains, or missing tags), we reserve the right to send it back to you or propose a partial refund solution.
Return Shipping Label Fee: For returns not due to quality issues, the customer is responsible for a flat fee of $8.99 per return to purchase a return shipping label.
How do I exchange an item?
Step 1 - Submit Your Request. Please email our customer care team at: jancesilk@outlook.com.
In your email, please include:
Your order number.
The item name and the reason for exchange (e.g., wrong size, prefer a different color).
The specific size or color you wish to exchange for.
Step 2: Receive Approval & Instructions. Our team will review your request and respond via email within 1-3 business days. Once approved, we will email you a return shipping label and the address of our returns warehouse.
Step 3: Ship the Item Back. Please securely package the item and ship it using the provided label. Important: We recommend you keep the tracking number for your return shipment.
Step 4: Receive Your Exchange. We will process your exchange as soon as we receive the returned item and verify its condition. Your new item will be shipped via standard delivery, and you will receive a confirmation email with the new tracking number.
note:
Return Shipping Label Fee:For returns not due to quality issues, the customer is responsible for a flat fee of $8.99 per return to purchase a return shipping label.
Shipping for the New Item: The shipping for your replacement item is free.
Price Differences:
If the replacement item is higher in value, you will only need to pay the price difference.
If the replacement item is lower in value, we will refund the difference to your original payment method.
Shipment Time for the New item: Your replacement item will be shipped after we have received and inspected the returned original item.
Need Help?
If you have any questions about your return or exchange, our Customer Support Team is here to assist you!
Contact us at jancesilk@outlook.com.
