At Silkworm Treasures, wholesale orders are confirmed according to the products, quantities and specifications agreed with each buyer. Please keep your order confirmation and any written specifications for reference. If something is not right when your order arrives, we want to hear from you promptly.

Wholesale Returns & Exchanges

Wholesale purchases do not have an automatic change-of-mind return or exchange option. If you would like us to consider a return or exchange for another reason, please contact us within seven business days of delivery. Include your order number, the items and quantities concerned, and the reason for your request.

We review discretionary requests individually. A request is not approved until we confirm it in writing. Please do not send goods back before receiving our return instructions.

Custom and Specially Prepared Orders

Custom-made products, private-label orders, specially selected fabrics and fabric cut to an agreed length are prepared for a particular buyer. We do not accept change-of-mind returns or exchanges for these orders unless we agreed otherwise in writing before the order was confirmed.

This does not affect your rights if the goods are damaged, incorrect or materially different from the agreed specifications.

Damaged, Missing or Incorrect Goods

Please inspect your delivery as soon as reasonably possible. If goods arrive damaged, an item is missing, or the delivery differs materially from your confirmed order, contact us promptly. Provide your order number, a description of the issue, the affected items and quantities, and clear photographs where relevant.

For shipping damage, please also photograph the outer packaging and shipping label, and keep all packaging until the issue has been reviewed.

We will assess the concern against the order confirmation and any agreed specifications. Depending on the circumstances, we will work with you to arrange an appropriate replacement, supply missing goods, agree on another suitable solution or issue a refund, in accordance with the order terms and applicable law.

Handmade Variation

Our handwoven ikat textiles may show natural differences in motif placement, colour, texture and weave. These characteristics are part of the materials and handmade process and do not, by themselves, mean an item is defective. Colours may also appear different under different lighting or on different screens.

Any concern will be assessed in light of the agreed specifications, product information and photographs provided for the order.

Approved Returns and Shipping

If we approve a discretionary return, the goods must be unused, unwashed, unaltered and in their original condition and packaging. We will confirm the return address, shipping method, applicable costs and next steps in writing before anything is sent.

The buyer is responsible for return shipping and any associated customs or clearance charges for a discretionary return, unless we agree otherwise in writing. Where we confirm that goods were damaged, incorrect or materially nonconforming, we will agree on an appropriate shipping arrangement with you.

Please use a tracked service and keep proof of dispatch. Do not send goods to the address on your original parcel or to any other address without our written instructions.

Refunds and Credits

Once a return has been received and assessed, or another resolution has been agreed, we will confirm whether a replacement, exchange, credit or refund applies. A credit will only be issued where agreed with you.

Approved refunds will be made to the original payment method unless another method is agreed or required by law. We will initiate the refund within 10 business days of approval; your bank or payment provider may take additional time to make the funds available.

Consumer Purchases

This policy is written primarily for business-to-business wholesale orders. If you purchased for personal rather than business purposes, please contact us. We will handle your request in accordance with any mandatory consumer rights that apply to your purchase. Nothing in this policy limits rights that cannot lawfully be excluded.

Contact

For any return, delivery issue or refund request, email [email protected] and include your order number. Please wait for our written instructions before returning any goods.