Effective date: January 1, 2025
Last updated: January 1, 2025

This Refund and Returns Policy explains how Silkerix handles returns, exchanges, and refunds for physical footwear purchased at silkerix.com. Silkerix is the brand name operated by 温州市瓯海梧田本杰贸易商行, a company registered and headquartered at 浙江省温州市瓯海区梧田街道瓯海大道196号301室（麦芽糖）622号, China. We sell canvas shoes, running shoes, and sneakers to customers in the United States and operate exclusively online at silkerix.com. We do not operate a walk-in retail showroom at our registered address, and the address above is not open to the public for in-person shopping, returns, or exchanges.

By placing an order with Silkerix, you agree to the terms below. Please read them carefully before ordering and before mailing anything back to us.

1. Return Window

You may request a return within 30 days of the delivery date shown by your carrier’s tracking record. Requests made after this 30-day window cannot be accepted, except where required by applicable law. To start a return, email [email protected] with the subject line “Return Request – [Your Order Number]” and include your order number, the item(s) you wish to return, and the reason for the return.

2. Return Eligibility Conditions

To qualify for a return, refund, or exchange, footwear must meet all of the following conditions:

• Unworn and in original condition. Shoes must be tried on indoors only, on a clean, dry surface. We recommend trying them on over clean socks or on carpet to protect the outsoles.
• Original packaging. Items must be returned in the original shoebox and any included inserts, dust bags, or care materials. Please do not tape labels or write directly on the shoebox; place it inside an outer shipping box.
• All tags and accessories included. Any hangtags, spare laces, or promotional inserts must be returned with the item.
• No signs of outdoor wear. Scuffed or dirty outsoles, creased uppers from extended wear, odors, stains, or pet hair may result in a partial refund or rejection of the return.

Items that are damaged due to misuse, accident, or normal wear and tear after the return window are not eligible. If you believe you received a defective or incorrect item, please contact us within 7 days of delivery so we can resolve it quickly.

3. How to Start a Return (RMA Required)

1. Email [email protected] with the subject line “Return Request – [Your Order Number]”.
2. Our team will review your request and, if approved, issue a Return Merchandise Authorization (RMA) number along with verified return warehouse instructions.
3. Do not mail footwear back before you receive an RMA number and return address. Unauthorized returns sent to our registered headquarters address may be refused or lost, and we cannot guarantee processing.
4. Pack the footwear securely in its original shoebox inside an outer shipping box, write the RMA number clearly on the outside of the outer box, and ship using a trackable method.

Customers are responsible for return shipping costs unless the return is due to our error (for example, a wrong item or a verified manufacturing defect). We recommend keeping your tracking number until your refund is complete.

4. Refund Processing Time

Once your returned footwear arrives at our verified return warehouse, our team inspects it to confirm it meets the eligibility conditions above. After a successful inspection, we process your refund within 3 days. Refunds are issued to the original payment method used at checkout (Visa, Mastercard, American Express, Discover, PayPal, or Stripe). All prices are in USD. Depending on your bank or card issuer, it may take additional business days for the refund to appear on your statement. Original shipping charges are free for all orders, so there is no shipping cost to deduct on standard orders.

5. Exchanges

If you need a different size or color, please email [email protected] with the subject line “Exchange Request – [Your Order Number]”. Exchanges are subject to product availability. If your requested item is unavailable, we will offer a refund or store credit instead. Exchange shipments follow the same free standard shipping terms as new orders.

6. Order Cancellations and Changes

You may cancel or change your order within 12 hours of placing it, or before it enters our 2–3 business day handling and packing queue, by emailing [email protected]. Because our team begins processing quickly, requests made after packing has started may not be possible. For full details, please see our Order Changes and Cancellations page.

7. Shipping Timelines and Returns

All orders ship free within the United States. Handling takes 2–3 business days (Monday–Friday, excluding US federal holidays), and delivery takes 6–9 business days, for a total estimated arrival of 8–12 business days from order placement. The 30-day return window begins on the delivery date recorded by the carrier. For more information, see our Shipping Policy.

8. Non-Returnable and Final Sale Items

Unless required by law, the following are not eligible for return: gift cards, digital products, items marked final sale, and footwear that has been worn outdoors, altered, or damaged after delivery. Replacement insoles, laces, and care kits may be returned only if unopened and in original packaging.

9. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, email [email protected] within 7 days of delivery with the subject line “Damaged/Defective Order – [Your Order Number]”. Include clear photos of the item, packaging, and shipping label. We will arrange a replacement or refund at no cost to you where the issue is verified.

10. Contact Us

For any return, refund, or exchange question, contact Silkerix customer support:

• Email: [email protected]
• Phone: +86 166 7400 2242
• Support hours: Monday–Friday, 9:00 AM – 5:00 PM Central Time (CT)
• Registered address: 温州市瓯海梧田本杰贸易商行, 浙江省温州市瓯海区梧田街道瓯海大道196号301室（麦芽糖）622号

You can also review our FAQs, Payment Methods, Terms and Conditions, Privacy Policy, and Contact Us pages for more information.