To ensure hygiene and product integrity, our silk pillowcases, washbags, and other self-care items may be returned only if they are:

• Unused, unwashed, and unopened, with all original packaging and inserts intact; and
  
• Returned within 30 calendar days from the delivery date.
  

For hygiene reasons, we cannot accept returns of opened, used, or washed items unless the product is defective or incorrect.

As we expand our product range, this policy will be reviewed and updated to include new eligible items.

To request a return or exchange, please email team@mysillo.com with:

• Your order number
  
• The item(s) you wish to return or exchange
  
• The reason for return (e.g., wrong item, damaged, unopened return)
  
• Photos, if the product arrived damaged or defective
  

Once approved, our team will provide a Return Authorization (RA) number and a ShipBob return address. Unauthorized returns (without an RA number) may not be accepted or processed.

All returned items must meet the following conditions:

• In original, resalable condition (unused and unwashed)
  
• In original packaging, including tags, inserts, and protective covers
  
• Accompanied by the RA number
  

Items returned in unsellable condition may be denied or subject to a partial refund at our discretion.

Once your return is received and inspected at a ShipBob facility, you’ll receive a confirmation email.

• Approved refunds are processed within 7 business days to your original payment method.
  
• Original shipping charges are non-refundable, unless the return is due to a defect, damage, or fulfillment error.
  
• If a return label is provided, the cost of return shipping may be deducted from your refund unless otherwise stated.

If you wish to exchange your item for a different color or size (where available):

• The original item must be returned in accordance with this Policy.
  
• A replacement will be shipped once the return passes inspection.
  
• If the exchange item is of higher value, you’ll be responsible for the difference in cost.

If your order arrives damaged, defective, or incorrect, please contact team@mysillo.com within 7 days of delivery.

Include your order number, photos or videos of the issue, and a brief description.

We’ll coordinate with ShipBob to inspect and verify the claim.

If the product is confirmed to have a manufacturing or material defect—even if opened or used for reasonable inspection—we will provide a replacement or full refund, including any shipping costs.

Defects or damage caused by normal wear and tear, misuse, or improper care (such as overloading, exposure to harsh detergents, or machine damage) are not eligible for refund or replacement.

• Customers are responsible for return shipping unless the item is defective, damaged, or incorrect.
• All returns must be shipped via a trackable method to ensure delivery confirmation.
• Sillo and ShipBob are not responsible for returns lost or damaged in transit if a non-trackable carrier is used.

To comply with hygiene and health regulations, the following items are non-returnable:

• Opened, used, or washed silk pillowcases or washbags
  
• Items missing original packaging or hygiene seals
  
• Gift cards or digital items
  
• Clearance or final sale items (clearly marked at purchase)

Returns typically take 7–10 business days to process from the date received at our ShipBob facility.

You’ll receive a confirmation email once your refund or replacement is processed.

We may update this Policy periodically to reflect changes in our fulfillment, return-handling, or legal obligations.

The most recent version will always be posted on this page with its Effective Date.

If you have questions about returns or exchanges, please contact us:

📧 team@mysillo.com

📍 55 Village Centre Place, Mississauga, ON L4Z 1V9, Canada