Refunds and returns
Last updated 25 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.
Changing your mind: 14 days from delivery
Irish and EU law give you 14 days from the day your order is delivered to withdraw from the purchase, without giving a reason. If your order comes in more than one parcel, the 14 days start when the last parcel arrives.
Our own policy also accepts returns within 15 days of the original purchase. Whichever of the two gives you longer applies.
To withdraw, tell us before the period ends. An email to theteam@customersupport.care with your order number is enough, or you can use the model form at the bottom of this page. We will reply with the address to send the item back to. Then post it within 14 days of telling us.
What you pay and what we refund
If you are returning an item because you changed your mind, ordered the wrong size or no longer need it, you pay the cost of posting it back to us.
We refund the price you paid and the standard delivery charge. The only thing we keep is any extra you paid for Express Delivery when free standard delivery was available to you.
The refund goes back to the card or PayPal account you paid with. If you prefer, we can hold it as credit against a future order instead.
We make the refund within 14 days of your telling us you are withdrawing. We may wait until the item is back with us, or until you show us proof you have sent it. In practice we process a refund 24 to 48 hours after the returned item arrives. Your bank or PayPal may take a few more days to show it.
The condition of the item
To be eligible for a return, please make sure:
- you bought the item from this website;
- it is back in its original packaging;
- you include your receipt, order confirmation or other proof of purchase from this website.
You may handle an item as you would in a shop to see what it is like. If it has been used beyond that, the law lets us reduce the refund by the loss in value. We cannot accept returns of items bought from other retailers.
Embroidered items
An item embroidered with text you choose is made to your specification. The 14 day right to withdraw does not apply to it, so please check the spelling and the item carefully before you pay. If you are unsure, ask us before you order.
Your rights for faulty goods still apply in full. If the embroidery is wrong or the item is faulty, we put it right at no cost to you.
Cancelling before it ships
You can cancel an order free of charge until it ships. Most orders ship within 24 hours of ordering, so email us within 12 hours to be sure of catching it. We refund everything you paid.
Once packing and shipping have started we can no longer stop the order. You can still withdraw after it arrives, as set out above.
Damaged, faulty or incorrect items
This applies to everything we sell, and nothing above affects it.
If your order arrives damaged, has missing parts, is faulty, is not as described, or is not what you ordered, email us straight away with the order number and a few photographs. We repair it, replace it or refund you at no cost to you, and we pay the return postage.
If your order does not arrive, tell us and we will chase it with the courier. See our shipping page for your rights if delivery is late.
Under the Consumer Rights Act 2022, goods must be of satisfactory quality, fit for their purpose and as described. If they are not, you are entitled to a remedy. These rights are not affected by anything on this page or by our 15 day policy.
Questions
Email theteam@customersupport.care or use our contact page. We aim to reply to support emails within 24 hours.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. You can copy it into an email.
To: Silk Pyjamas Company Ireland, Iveagh Court, Block D, Harcourt Road, Dublin 2, D02, Ireland. Email: theteam@customersupport.care
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: [item or items]
Ordered on (*) / received on (*): [date]
Name of consumer(s): [your name]
Address of consumer(s): [your address]
Signature of consumer(s) (only if this form is sent on paper):
Date: [date]
(*) Delete as appropriate.
Who you are dealing with
Silk Pyjamas Company Ireland, a division of Caruso Consulting Co Ltd. Ireland administration office: Iveagh Court, Block D, Harcourt Road, Dublin 2, D02, Ireland. Registered address: Suite 47, 47 Moo 1, T. Nawoong, Meaung, Phetchaburi 76000, Thailand. Company registration (Thailand): 0765554000332. Email theteam@customersupport.care. Phone +66 (0) 98 391 3877.