Returns & Exchanges
RETURNS & EXCHANGES UPDATE
We are currently not accepting any returns or exchanges during level 4 and level 3 due to courier delivery restrictions and store closures.
To assist customers impacted by isolation in relation to COVID-19, we are also temporarily extending the eligibility period for returns and exchanges to 45 days from when the store re-opens. This extension will be offered in Silvermoon stores and online.
Conditions of Returns and Exchanges
- Items need to be returned within 14 days of you receiving the product.
- All items (purchased online or in store) must be returned in their original condition in brand new, unused, saleable condition.
- Proof of purchase must be provided in the form of your receipt for in store purchases or an invoice for online purchases.
If for any reason the item you have purchased is not quite right, we are happy to exchange, credit or refund any item purchased online. Please note Sale items with discount of 25% or over cannot be returned or exchanged.
If eligible for a refund, this can only be returned the same way it was processed. We are also unable to refund to alternative debit/credit cards. The refund must be processed back on the same debit/credit card used.
All returns must be received within 14 days of purchase and all returns must include original packaging and be in an unused, saleable condition. Silvermoon reserves the right to return or reject any item that does not abide to the returns policy.
To request a return for your online order, please email firstname.lastname@example.org with your intent to return using your order number as your reference. Once your return is approved, fill out the returns form and secularly package your items back to us via a traceable method to:
Return shipping costs are to be covered by the customer.
Please allow 1-2 business days from the time we receive your return for it to be processed.
Please note Silvermoon does not take responsibility for any items lost in the process of returning them to us and hence why we recommend a traceable method.
We will raise a credit, exchange or refund you once the item(s) has been returned and accepted by Silvermoon.
You're more than welcome to return this to store if that is easier for you! Please understand that stores will be unable to process a refund for you, however they can help you find something to exchange for, or they can issue you a store credit, valid for 12 months which can be used in store.
Silvermoon offers free shipping (on applicable orders) with the tacit understanding that the customer will keep the goods purchased. Should you choose to return your full priced order for a refund, Silvermoon will retain any original shipment costs incurred.
In store purchases
Any items purchased in store can be returned within 14 days and must have all original packaging and in brand new, unworn condition. For in store purchases, we are only able to organize a Silvermoon Credit or an exchange. We cannot issue a refund for these items, on the premise that you have been in store to view and try the item. Items purchased over the phone with stores follow this same process. If you are unsure of the item, you will be best to purchase this online!
Change of mind for purchases made in store
We are happy to provide you with either an exchange item or a credit if you have met the Conditions of Returns and Exchanges Refunds will not be given if you have had a change of mind if you have purchased in store as you have had the opportunity to view the style before purchasing.
Sale items purchased in store cannot be returned or exchanged due to change of mind. This is due to sale stock being limited and you have had the opportunity to view the item in store before purchasing.