Return policy

Returns Policy - CanSilk

From the moment you send the first email to our customer service regarding your return, your request will be processed. Due to busy schedules, it may not always be possible to respond immediately. It is not necessary to send multiple emails: your request will be handled as soon as possible. We strive to respond within 24 hours and are happy to assist you.

If, for any reason, you are not satisfied with the order you have received, please contact us. At CanSilk, we aim for our customers to be 100% satisfied with the products purchased from our suppliers. If you encounter any issues with the delivery or the product, please contact us, and our team will assist you promptly.

You may want to return an order. Perhaps because the product does not meet your expectations, or maybe there is another reason you do not wish to keep the order. Whatever the reason, you have the right to return your order within 14 days of receipt without giving any reason. You are responsible for the cost of returning the package from your home to our return address. These costs are approximately AUD 40 per package; please check with your carrier for exact pricing.

Easy Returns in Three Simple Steps:

1. Request the return form via info@cansilk.com
   Please provide your order number, email address, and the reason for the return. We will process your request as soon as possible and let you know how to return the item.

2. Return your order
   Send the goods along with the completed return form to the address specified on the return form. Be sure to use a track and trace service. As the sender, you are responsible, and we want to avoid any misunderstandings.

3. Get your money back
   Once we receive the package, we will ensure that the purchase amount is refunded within 14 working days.

Return Conditions and Guidelines:

Please note that the returned goods must be unused, undamaged, and in the original packaging. Unfortunately, hygiene products cannot be exchanged. Once we have received and inspected the returned item, we will refund your purchase amount as quickly as possible in the same method you used to make the payment.

To be eligible for a return, your item must be in the same condition as when you received it, unused, and in its original packaging. You must also have the receipt or proof of purchase.

To initiate a return, you can contact us at info@cansilk.com. Always include your order number. If your return is accepted, we will send you a return form with instructions on how and where to send your package. The products come directly from our supplier and must also be returned directly to them. Our supplier is located in China.

Items returned to us without first contacting us will not be accepted.

If you have any questions about returns, feel free to contact us via email.

Frequently Asked Questions

What is the return period?

You can return your order within 14 days of receipt.

How long does it take to get my money back?

The full refund will be issued using the same payment method the customer used. Once we receive the returned item, we will verify that the products are in their original, sellable condition and process the refund.

Please note that most financial institutions typically take three to five business days to process a refund.

What is a return receipt?

You will receive this from the post office when you return your item. Always keep this; it is your proof that you have returned your order.

Why can’t underwear, masks, hygiene, and beauty products be returned?

Underwear, masks, and beauty products are considered hygiene products. We take hygiene and public safety very seriously and do not allow returns of underwear, masks, hygiene, and beauty products for the safety of our customers. This policy is widely followed as other suppliers of such products also do not allow returns for the same reason.

My product is damaged/defective, what should I do?

To assist you as quickly as possible, we ask that you include a few photos showing the poor quality or damaged part of the product. The best photos are taken on a flat surface with good lighting, clearly showing the mark or defect. We use this information to help you with your order and prevent errors in the future.

Did you receive the wrong product?

We do our best to process all orders correctly. However, occasionally orders may be handled incorrectly, and you may receive the wrong item. We will, of course, resolve this and send you the correct order free of charge. If you have any questions about receiving incorrect goods, please contact our customer service.

Can I return my order without contacting you?

No, you must contact us before submitting a return, as the return address may vary depending on the supplier from which your order originated.

Do I have to pay for the return shipment?

Yes, all customers are responsible for the return shipping costs. We recommend sending your return with tracking, as we cannot be held responsible for lost returns.

How can I contact you?

You can contact us via email at info@cansilk.com. We strive to respond within 24 hours and are happy to assist you.

Company Name: CanSilk
Address: Engelandlaan 270, 2711DZ Zoetermeer, Netherlands
Chamber of Commerce Number: 89876989
Email: info@cansilk.com
Phone Number: +31616906697