Thank you for using www.silentknitsecrets.com, our online women’s lingerie shopping platform. We hope every customer has a satisfactory shopping experience. If you receive a product with problems, or need to apply for a return or exchange according to relevant regulations, please read the following policy carefully.
- Return/Exchange Period
In accordance with applicable European consumer protection regulations, customers may submit a return request within 14 days of receiving the product, subject to certain conditions.
To apply for a return or exchange, please contact us within the specified time using the contact information provided on the website and provide your order information.
- Return/Exchange Conditions
To ensure a smooth shopping experience for all customers, returned or exchanged items must meet the following conditions:
The product remains unused;
The product packaging, labels, and related accessories are intact;
The product is not damaged due to personal use;
Valid order information or proof of purchase is provided.
As women’s lingerie is worn close to the skin, for hygiene and safety reasons, products that have been used, washed, damaged, or that affect resale may not be eligible for return or exchange.
- Return Process
To apply for a return, please follow these steps:
Submit a return request via the contact information on the website;
Provide the order number, product information, and reason for return;
Wait for your return request to be approved;
Send the product back according to the provided return instructions;
After receiving and verifying that the product meets the return requirements, we will process your refund.
Please do not send the product back without confirmation, as this may affect the return processing progress.
- Exchange Request
If you need to exchange a product, please contact us first to confirm whether you meet the exchange conditions.
Exchanges generally require the following conditions to be met:
The product is unused;
The product is in complete condition;
The required replacement product is still in stock.
If the required product is unavailable, we may suggest you apply for a refund according to the return process.
- Refund Instructions
After your return is approved, we will process the refund using the original payment method.
Refund arrival time may vary due to the following factors:
Payment institution processing speed;
Bank or credit card institution processing time;
Holidays or other financial system factors.
Generally, refunds will be returned to the original payment account within 5-10 business days after the review is completed.
- Return Shipping Costs
The method of bearing return shipping costs will be determined based on the specific circumstances: If the return is due to product quality issues, delivery errors, etc., the relevant costs will be handled according to the actual situation; If the return is due to personal reasons, the customer may need to bear the shipping costs for the returned goods.
Specific return arrangements will be explained to the customer during the application review process.
- Situations Where Returns and Exchanges Are Not Accepted
Returns and exchanges may not be processed in the following situations: Applications exceeding the stipulated return period; Used, washed, or worn intimate apparel; Goods missing original packaging, labels, or accessories; Product damage caused by personal reasons; Applications where valid order information cannot be provided. - Product Quality Issues
If the product you receive has quality issues, please contact us as soon as possible and provide order information and relevant pictures or descriptions.
We will assist in handling the matter according to the actual situation, including replacing the product, refunding, or other reasonable solutions.
- Contact Us
If you have any questions about the return and exchange process, refund progress, or related policies, please contact us using the contact information provided on the website.
Email: lingerie@silentknitsecrets.com
We value every customer’s shopping experience and strive to provide fair, transparent, and convenient after-sales service.