SPARKANDSILK

Refund and Returns Policy

We want every order from Spark and Silk to feel exactly right. If something is not quite what you expected, we are here to make it right — quickly, kindly, and without judgment.

Please read this policy carefully before making a purchase. Because of the intimate nature of our products, our returns process has a few specific conditions, which we have outlined clearly below.

1. Our General Policy

We accept return and refund requests within 7 days of delivery. To be eligible, items must meet the conditions listed in Section 2 below.

After 7 days, we are unable to offer a refund or exchange unless the item arrived damaged, defective, or is not what you ordered.

2. Conditions for Returns

Due to the personal nature of our products, we can only accept returns that meet all of the following conditions:

The item is unused, unwashed, and in its original condition
The item is in its original packaging, with all tags, seals, and accessories intact
The item has not been removed from its sealed packaging (for hygiene reasons, we cannot accept returns on opened intimate products)
You have proof of purchase — your order confirmation email or order number
The return is requested within 7 days of the delivery date

Please note: For health and hygiene reasons, we are unable to accept returns on any product that has been opened, used, or removed from its sealed packaging — even if it has only been used once. This policy exists to protect every customer and is non-negotiable. We appreciate your understanding.

3. Items Eligible for Return

Sealed, unopened products in original packaging
Items received damaged or defective
Wrong item sent (not what you ordered)
Items that arrived incomplete (missing accessories or parts)

4. Items NOT Eligible for Return

Opened or used intimate products of any kind
Items returned after 7 days of delivery without prior written approval from us
Products purchased on sale or as part of a bundle promotion (unless faulty)
Gift cards
Items that have been damaged after delivery due to misuse or improper care

5. Damaged or Defective Items

If your item arrived damaged, defective, or is not what you ordered, we sincerely apologise and will resolve it at no cost to you.

Please contact us within 48 hours of receiving your order and include:

Your order number
A clear photo or short video showing the damage or defect
A brief description of the issue

We will review your request and respond within 2 business days with a resolution — either a replacement, store credit, or full refund, at your preference.

6. How to Initiate a Return

To start a return, please follow these steps:

Email us at hello@sparkandsilk.com with the subject line “Return Request — [Your Order Number]”
Include your name, order number, the item(s) you wish to return, and your reason for returning
We will review your request and respond within 2 business days
If approved, we will provide you with a return address and instructions
Do not send any items back without written approval — unapproved returns will not be accepted or refunded

7. Return Shipping

Unless the return is due to our error (wrong item, damaged, or defective), the customer is responsible for return shipping costs. We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit on the way back to us.

If the return is our fault, we will cover the cost of return shipping and arrange a pickup or provide a prepaid label where available.

8. Refunds

Once we receive and inspect your returned item, we will notify you by email of the outcome. If approved:

Refunds are processed within 3–5 business days of approval
The refund will be returned to your original payment method (card, bank transfer, etc.)
Depending on your bank or payment provider, it may take an additional 3–7 business days for the funds to appear in your account
Original shipping fees are non-refundable unless the return is due to our error

9. Exchanges

We are happy to offer an exchange for a different product of equal or lesser value, subject to availability and the same conditions that apply to returns. If the replacement item is of higher value, you will be asked to pay the difference.

To request an exchange, follow the same process as a return (Section 6) and let us know what you would like instead.

10. Store Credit

If you would prefer store credit instead of a refund, we are happy to issue this. Store credit does not expire and can be used on any future order on our website.

11. Cancellations

Orders can be cancelled within 12 hours of placement, provided they have not yet been dispatched. To cancel, email us immediately at hello@sparkandsilk.com with your order number.

Once an order has been packed and handed to our courier, we are unable to cancel it. In that case, you may return it upon delivery, subject to the conditions above.

12. Contact Us

We are a small, people-first brand and we genuinely care about your experience. If something has gone wrong — or you are just not sure — please reach out. We would rather hear from you and find a solution than have you walk away unhappy.

Spark and Silk
Email: hello@sparkandsilk.com
Hours: Monday – Saturday, 9am – 7pm
We aim to respond to all messages within 24 hours.