What is your return/exchange policy? 

 

On many items, you have already seen a clear photo of the item on the website, or we'll have already sent you a photo of a custom designed product prior to shipping it, so that generally eliminates any need for a return or exchange. It's exactly what you saw, even before you approved the shipment of your item, by checking out, or by indicating your satisfaction of your custom-designed product. We feel this is the most accurate way to ensure that we've provided the best product to fit your needs.

 

When a return is necessary, there are no returns without prior authorization.  No exceptions.   SilkSpecialties.com wants you to be satisfied with your purchase. If for any reason you are unhappy with the merchandise you have received, contact us within 3 days of receipt, and we'll discuss your concerns and provide a resolution to your issue.  
If an Exchange/Replacement of product is a satisfactory resolution, we will exchange/replace the original item at the full invoiced value.  Shipping of the original item to Silk Specialties will be assumed by purchaser, Silk Specialties will assume the shipping of the replacement item.

 

All authorized returns subject to a re-stocking fee, and subject to final approval by SilkSpecialties.com.  All shipping charges on returned items will be assumed by the purchaser.  SilkSpecialties.com requires that any returns are in the original unopened packaging.  Damaged items must be reported to carrier upon receipt. Customer retains full responsibility for any items shipped to or from Silk Specialties.

All returns and exchanges must be postmarked within 3 business days from issuance of the RMA code.  Oftentimes you may print postage, create labels and schedule your package pickup for the next business day from your home computer for your convenience.

 

Silk Specialties will use every means possible to have your package delivered to you in a timely manner (though, we are not responsible for the carrier's policies and timeliness or loss). If we are provided with an incorrect address  OR  you are not home to sign for package  OR  you do not pick up your package when you have been left a message to do so, the carrier may return the package to Silk Specialties.

Our customary rule is that when you make an error such as this, we can re-ship the package again at your expense, waiving the additional handling fee. If you wish to cancel the order, we reserve the right to withhold all shipping, handling and insurance fees plus the appropriate restocking fees. If it is returned postage-due, or if there are international fees or tariffs due on the package, those must also be paid by you, the customer, or withheld from the return.

 

If you send back any items on you own, without Authorization (the RMA# must be clearly written on the outside of the box), the package will be refused by our shipping/receiving department and returned back to the sender and/or discarded. Silk Specialties reserves the right to REFUSE any unauthorized return regardless of product, price, etc.  There is simply no way for us to properly handle a return without first issuing an RMA #.

Custom Packages/Bouquets/Arrangements and all shipping charges are non-refundable.  Any standard stock item from our website can be returned for a refund or exchanged within 3 days of receipt, with a return authorization number. A re-stocking fee will be deducted from your refund. The re-stocking fee will be waived for your exchange.

 

Returned items must be packed carefully and shipped in original or similar packing boxes.  We prefer you return your items via UPS, FedEx, or USPS with Delivery Confirmation and insured for the full value.  We cannot be held responsible for items delayed/lost/damaged in shipping.

 

Your return must arrive to us in good condition. No used or crushed flowers/items. No missing flowers/items. No dirty, soiled, stained flowers/items. Absolutely no cigar or cigarette or other offensive odor (malodorous). If your package/bouquet/items are returned to us in used or poor condition, or is dirty, malodorous, damaged or has missing flowers/etc, we can not issue a refund. 

If we believe we can fix the bouquet/package/items, we may charge a cleaning/replacement fee.

 

Restocking fees are as follows:  

• SALE items: NON-RETURNABLE, NON-REFUNDABLE; 
  
• SPECIAL ORDER items: NON-RETURNABLE, NON-REFUNDABLE;
  
• LABOR: NON-RETURNABLE, NON-REFUNDABLE;
  
• Standard Wedding items - website: 75%;
  
• Wedding items - custom designed: NON-RETURNABLE, NON-REFUNDABLE;  
  
• Stems, Bushes, Branches: 15%.
  
• Glassware, Bowls, Vases, Containers, Pitchers, Candleholders, Bookends, Figurines, Wall Pockets, Plaques, Home Decor Items, anything falling within these categories: 50%
  
• Any item not falling into these categories will be assessed upon your intent to return. 

Custom Designed and Checklist Packages/Bouquets/Arrangements, Special Order items, and any Closeout/Stock-Take sale items and all shipping/handling/insurance and signature/delivery confirmation charges are non-returnable and non-refundable. 
 
   
SilkSpecialties.com is not responsible for any direct, indirect, consequential, or incidental damages, or damages for lost profits, loss of revenue or loss of use, cost of replacement goods, loss or damage arising out of the use or inability to use any product or service, or the timeliness of it's completion. SilkSpecialties.com is not responsible for the accuracy of the information contained on web sites and documentation. SilkSpecialties.com reserves the right to make changes to web sites and documentation at anytime without notice.