Email team@mysillo.com with your order number, the items you want to return or exchange, and the reason. If an item arrived damaged or defective, please include photos.

We will reply within 2 business days with a Return Authorization (RA) number, your return address and return instructions:

United States: returns go to our logistics partner ShipBob's US return facility.
Canada: returns go to our Canadian fulfilment centre.

Please wait for these instructions before sending anything back. Returns sent without an RA number may take longer to match to your order and process.

Please write your RA number on the package and use the address we give you. If we provide a prepaid label, use that label. If you are paying for your own return shipping, use a tracked shipping method. We are not responsible for returns lost or damaged in transit when an untracked method is used.

Yes. Sillo Care Delicate Laundry Washbags bought on their own are not part of the 30 Night Trial. They can be returned within 30 days of delivery if they are unused, unwashed and in their original packaging. Return shipping is paid by you, unless the item arrived damaged, defective or incorrect. Once approved, we refund the price you paid, including applicable taxes, to your original payment method.

You can exchange an item for a different size or shade, where available, within 30 days of delivery. We ship your replacement once the original item is received and inspected. If the replacement costs more, you pay the difference. If it costs less, we refund the difference.

Pillowcase gift sets: exchanges follow the 30 Night Trial conditions. We provide a prepaid return label and ship your replacement set free.
Washbags bought on their own: they must be unused, unwashed and in their original packaging. You pay the return shipping, and the replacement ships at our standard shipping rates.

Washbags bought on their own that have been used, washed or are not in their original packaging. Pillowcase gift sets that do not meet the 30 Night Trial conditions.

• Gift cards.
• Items clearly marked as final sale at the time of purchase.
• Items returned outside the time limits in this policy, unless the law requires otherwise.

Returns are usually inspected and processed within 7 to 10 business days of arriving at the return facility, and we will email you once that is done. Approved refunds are issued within 7 business days to your original payment method. Your bank or card provider may take a few more business days to post it.

Pillowcase gift sets ship free, and trial returns and gift set exchanges come with a free return label. For other orders, original shipping charges are not refunded unless the return is because of our error, or a damaged, defective or incorrect item. In those cases, we refund your shipping and cover the return.

We refund the amount you actually paid, including applicable taxes. If an item was bought with a discount or as part of a bundle or promotion, the refund for that item reflects its share of the discount across the order.

The person who bought the gift can start the return, or we can offer you an exchange. Refunds always go to the original payment method.

Email team@mysillo.com within 7 days of delivery with your order number, photos or a short video of the issue and packaging, and a short description. We will verify the claim with our fulfilment partner. Once confirmed, we will send a replacement or give you a full refund, including any shipping you paid, even if the item was opened or used for reasonable inspection. If we need the item back, we will provide a prepaid return label.
Reporting within 7 days helps us resolve things quickly. It does not remove any longer rights the law gives you for products that are defective or not of acceptable quality.

This applies to all Sillo products, including pillowcase gift sets and Sillo Care Delicate Laundry Washbags bought on their own. Normal wear and tear, and damage caused by misuse or improper care, are not defects. For pillowcases, this includes harsh detergents, bleach, high heat or tumble drying. For washbags, this includes overloading the washbag or washing machine, forcing the zipper, or washing items with sharp hooks or edges inside. Please follow the care instructions included with your order.

This policy covers purchases made directly on mysillo.com. Purchases from Amazon, Walmart or any other retailer are covered by that seller's return policy. If you have a question about the product itself, we are still happy to help.

Please contact us first so we can help. This does not affect any right you have to contact your card issuer or a consumer protection authority in your province, territory or state.

We may update this policy to reflect changes in our products, fulfilment or applicable laws. When we do, we post the new version on this page with a new effective date. The version in effect on the date of your order applies to that order.

The best way to reach us is by email at team@mysillo.com. We reply within 2 business days.

Sillo is a Canadian company, operated by 13656535 Canada Inc., 55 Village Centre Place, Suite 200, Mississauga, Ontario L4Z 1V9, Canada. For returns and questions, email is the fastest way to reach us.