Returns and Exchanges

Please open and inspect your KAILU Raw Silk duvet as soon as it's delivered. If there is a problem with your order, contact our Customer Service team at lili@kailusilk.com within three (3) days of receipt. We guarantee our merchandise to be free of manufacturing defects or other quality-related issues. If you receive a damaged, defective, or incorrect item, we will work with you to make things right. 

If you wish to return an item, your refund will be reduced by a restocking charge equal to 10% of the purchase price, and you will be responsible for return shipping charges. Restocking charges go toward cleaning, delivering, and donating duvets to breast cancer patients with the Compassionate Healing Foundation, which provides patients with a restorative experience through complimentary spa therapies. Unopened items are also subject to a restocking charge, as we must professionally clean any and all items before donating to patients, and you will be responsible for return shipping charges.  

Returns must be received within 100 days from when you place your order, must be in their original condition, and must be in their original packaging. Refunds will not be issued if the duvet or core is returned damaged or dirty. Credit card orders will receive refunds in the form of a credit back to the original account. 

For exchanges, we recommend returning your item(s) and placing a new order.* 

We are happy to offer exchanges on gifts*, or issue a gift card in the total amount of the gift items(s) for returns.

We've taken great care to design and pack shipments to reduce waste and to arrive safely, so please be sure to retain the original packing materials and vacuum storage bags, original receipt, and all merchandise packaging for any item that you wish to return to us. 

Shipping charges are not refundable. We do not accept any returns or exchanges on custom or special orders. Sample sale items are sold as is, and all sales are final.

To start the return process, please contact Customer Service at lili@kailusilk.com.

Delivery Risks

All items purchased from KAILU are made pursuant to a shipment contract. This means that the risk of loss and title for such items passes to you upon our delivery to the carrier.

Cancellation Policy

In-stock items usually ship within 24 to 48 hours after you place an order. If you pay by credit card, your card will be charged as each item is shipped. If your order has not yet shipped or is on backorder, we will accept cancellation of your order. Once an item has shipped, cancellation is not possible. Custom and special-order items cannot be canceled. 

 

*Please note: Additional shipping costs and sales taxes may apply.