Exchange Policy

At Silora, we want you to be completely satisfied with your purchase. If you’ve received an item that’s not quite right, you may be eligible for an exchange under the following conditions.

1. Eligibility for Exchanges

• Exchanges are accepted within 30 days of delivery.

• Items must be unused, unwashed, and in their original packaging with all tags attached.

• To qualify for an exchange, proof of purchase (e.g., order confirmation or receipt) is required.

• For hygiene reasons, we cannot accept exchanges on pillows, mattress protectors, or fitted sheets that have been opened or used, unless they are faulty.

2. Exchange Process

To initiate an exchange, please contact our support team at contact@silora.co.uk within 30 days of receiving your order.
Include the following details in your email:

• Order number

• Item(s) you wish to exchange

• Reason for the exchange

• Your preferred replacement item or size

Once approved, we will provide you with return instructions and a return address.

3. Return Shipping for Exchanges

• Customers are responsible for return shipping costs unless the item is defective, incorrect, or damaged on arrival.

• We recommend using a tracked postal service to ensure safe delivery back to us.

• Once we receive and inspect your return, we’ll dispatch the replacement item within 2–4 business days.

4. Out-of-Stock Replacements

If the requested replacement item is out of stock, we will offer one of the following options:

• A full refund to your original payment method, or

• A store credit for future purchases.

5. Faulty or Incorrect Items

If you received a faulty, damaged, or incorrect item, please email us at contact@silora.co.uk within 48 hours of delivery.
Attach clear photos of the product and packaging.
We will arrange a free replacement or full refund, including any return shipping costs.

6. Processing Time

Once your returned item is received and inspected, we’ll process the exchange within 3–6 business days.
You’ll receive an email confirmation once your replacement item has been dispatched.

7. Non-Exchangeable Items

We cannot accept exchanges for:

• Used or washed products

• Items without original tags or packaging

• Clearance, sale, or final-sale items (unless faulty)

8. Get In Touch