This Refund and Return Policy applies to all purchases made via www.silkfloat.com and governs the contractual relationship with oneVest Developments GmbH. We are committed to transparent, fair, and compliant consumer practices.
1. Statutory Right of Withdrawal (EU Consumers)
In strict compliance with the European Union Consumer Rights Directive, if you are a resident of the EU, you possess the right to withdraw from your purchase within 14 days without providing any justification.
The withdrawal period expires 14 days after the day on which you, or a designated third party, acquire physical possession of the goods.
To exercise this right, you must formally notify us via email at camisoles@silkfloat.com prior to the expiration of the withdrawal period.
2. Return Conditions and Procedure
To qualify for a refund, all returned items must strictly adhere to the following conditions:
Unworn and unused
Unwashed and undamaged
In their original condition and packaging, with all tags firmly attached
All returns are processed directly at our corporate facility. Please dispatch returned items to:
Große Bleichen 35, 20354 Hamburg
Please note: Customers are responsible for the arrangement and cost of return shipping, unless the return is necessitated by our error or required by applicable consumer protection laws.
3. Defective, Damaged, or Incorrect Items
We implement rigorous quality control prior to dispatch. However, should you receive a defective or damaged item, please contact us at camisoles@silkfloat.com within 7 days of delivery.
You will be required to provide clear photographic evidence of the defect.
Upon prompt verification by our team, we will immediately offer a free replacement or a full refund.
In cases of verified defects, returning the damaged item is not required, thereby ensuring a hassle-free resolution for our customers.
4. Refund Processing Timelines
All approved refunds are strictly processed back to the original payment method utilised during checkout (e.g., Visa, Mastercard, American Express, Apple Pay, Google Pay).
Refunds will be officially initiated under the following timelines:
For standard returns: Within 3 business days of our warehouse receiving and inspecting the returned goods.
For defective item claims: Immediately upon approval of the photographic evidence.
Once initiated on our end, please allow 5 to 10 business days for the funds to clear and appear on your statement, depending entirely on your bank or payment provider’s processing speed.
5. Late or Missing Refunds
If the stated processing window has elapsed and you have not received your funds:
First, check your bank account or credit card statement again.
Contact your credit card company or bank, as there is often a standard processing delay before a refund is officially posted.
If you have completed these steps and still have not received your refund, please contact us immediately at camisoles@silkfloat.com so we may trace the transaction via Stripe.
6. Delivery Delays and Lost Packages
We utilise premium priority carriers (DHL, FedEx, UPS) with an estimated delivery window of 3–8 business days for Europe and the United States. You will receive a unique tracking number upon dispatch.
Transit Investigations: If a shipment significantly exceeds the estimated delivery timeframe, we will formally initiate a trace with the carrier.
Lost Parcels: If the carrier officially confirms the package as lost in transit, we take full responsibility. We will promptly issue a full refund or a complete reshipment at no additional cost to you.
7. Non-Returnable Items and Rejections
We reserve the right to refuse a refund for items that are returned in an unacceptable condition (e.g., showing signs of wear, washing, or distinct odours). Items failing to meet our return criteria will be denied a refund and can be shipped back to the customer at their own expense.
8. Contact Information
For all return requests, refund status updates, or related enquiries, our dedicated support team is available at:
Email: camisoles@silkfloat.com
Phone: +49 40 35713220