Refund policy

REFUND POLICY / RETOURBELEID

Last Updated: February 21, 2026

Thank you for shopping at Erozia Silk. We want you to be completely satisfied with your purchase. Please review our refund and return policy below.

1. RETURN PERIOD

You have 14 calendar days from the date you receive your item to request a return. This complies with EU consumer protection regulations.

To be eligible for a return:

  • The item must be unused and in the same condition as you received it
  • The item must be in its original packaging
  • You must provide proof of purchase (order confirmation or receipt)

2. NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Custom or personalized jewelry made to order
  • Items marked as "Final Sale"
  • Items damaged due to misuse or improper care
  • Items without original packaging or tags

3. HOW TO INITIATE A RETURN

To start a return, please contact us at:

  • Email: eroziasilk@gmail.com
  • Phone: +31 621410103

Please include:

  • Your order number
  • The item(s) you wish to return
  • Reason for return
  • Photos if the item is damaged or defective

We will respond within 2 business days with return instructions and a return authorization.

4. RETURN SHIPPING

For returns within the Netherlands and EU:

  • You are responsible for return shipping costs unless the item is defective or we made an error
  • We recommend using a trackable shipping service
  • We are not responsible for items lost or damaged during return shipment

For international returns (outside EU):

  • Return shipping costs are the customer's responsibility
  • Please contact us before shipping to discuss the most cost-effective method
  • You are responsible for any customs fees or import duties on returned items

5. REFUND PROCESS

Once we receive and inspect your returned item:

Approved Returns:

  • We will notify you by email that we have received your return
  • Your refund will be processed within 5-10 business days
  • The refund will be issued to your original payment method
  • Original shipping costs are non-refundable (unless the item was defective or we made an error)

Rejected Returns:

  • If your return does not meet our policy requirements, we will contact you
  • The item will be returned to you at your expense, or you may authorize us to dispose of it

6. EXCHANGES

We do not offer direct exchanges. If you wish to exchange an item:

  1. Return the original item following our return process
  2. Place a new order for the item you want

This ensures you receive your new item as quickly as possible.

7. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item:

  • Contact us immediately at eroziasilk@gmail.com with photos of the damage
  • We will arrange a free return and send a replacement or issue a full refund (including original shipping costs)
  • We may ask you to provide additional photos or information

8. LOST OR STOLEN PACKAGES

Before Delivery:

  • If your tracking shows the package as delivered but you did not receive it, please contact us within 48 hours
  • We will work with the carrier to investigate
  • If the package is confirmed lost, we will send a replacement or issue a refund

After Delivery:

  • Once a package is confirmed delivered to your address, we are not responsible for theft or loss
  • We recommend filing a report with your local authorities and contacting your credit card company

9. CANCELLATIONS

Before Shipment:

  • You may cancel your order free of charge if it has not yet been shipped
  • Contact us immediately at eroziasilk@gmail.com

After Shipment:

  • Once your order has shipped, you cannot cancel it
  • You may return the item following our standard return policy once you receive it

10. REFUND DELAYS

If you have not received your refund within the stated timeframe:

  • Check with your bank or credit card company (processing can take 5-10 business days)
  • Contact your bank again, as there is often additional processing time
  • If you have done this and still have not received your refund, contact us at eroziasilk@gmail.com

11. SALE AND PROMOTIONAL ITEMS

  • Sale items are eligible for return unless marked as "Final Sale"
  • Refunds for sale items will be for the amount paid, not the original price
  • Promotional discounts and gift cards are non-refundable

12. GIFT RETURNS

If the item was marked as a gift and shipped directly to you:

  • You will receive a store credit for the value of your return
  • If the item was not marked as a gift, the refund will go to the original purchaser

13. EU CONSUMER RIGHTS

As an EU-based business, we comply with EU consumer protection regulations:

  • You have the right to withdraw from your purchase within 14 days without giving a reason
  • The withdrawal period expires 14 days after the day you receive the goods
  • You must inform us of your decision to withdraw using a clear statement
  • You must return the goods within 14 days of informing us

14. CONTACT US

If you have any questions about our refund policy, please contact us:

Erozia Silk
Email: eroziasilk@gmail.com
Phone: +31 621410103
Address: Koningswinkelstraat 52H, 6301 WJ Valkenburg, Netherlands
Website: www.eroziasilk.com

KVK: 91579732
BTW: NL004900758B24