Return and Refund Policy

Last updated: August 2026

At SILKSTAND we offer carefully curated second-hand luxury fashion. Given the unique, preloved nature of every item (1-of-1 pieces), our return policy is designed to protect both the buyer and the integrity of our curation process.

1. General Policy: Final Sale

All sales made on SILKSTAND are final. By completing a purchase, the customer acknowledges and accepts the preloved condition of the item, including the signs of wear described on each product's detail page and its Preloved Score®.

We do not accept returns for:

• Change of mind or preference
• Minor color differences caused by screen calibration
• Signs of wear previously described and documented on the product detail page
• Items marked as Final Sale or Clearance
• Items purchased at 40% or more off the listed price

2. Accepted Exceptions

We accept return requests only in the following cases, within 7 calendar days of the confirmed delivery date:

2.1 Item Does Not Match the Description

If the item received differs materially from the published description (model, color, measurements or documented condition), the customer may request a return by sending photographic evidence to admin@silkstand.com within the stated period.

2.2 Item Not Received

If the tracking number shows delivery but the customer has not received the package, SILKSTAND will open an investigation with the carrier. Resolution may take up to 10 business days.

3. Return Request Process

To request a return within the allowed period:

• Email admin@silkstand.com with the subject: RETURN + [Order Number]
• Include photographs of the item received and of the outer packaging
• Describe the specific discrepancy with the published description
• SILKSTAND will respond within 2 business days with a resolution or a request for further information

Items returned without prior authorization will not be accepted.

4. Condition of Items for Return

To be eligible for an authorized return, the item must:

• Be returned in the same condition in which it was received
• Retain all tags, certificates and original packaging materials provided by SILKSTAND
• Not have been worn, washed or altered since receipt
• Be shipped with an insured, tracked label

SILKSTAND reserves the right to reject items that do not meet these conditions.

5. Refunds

Once the returned item has been received and inspected, SILKSTAND will process the refund within the following timeframes:

• Credit/debit card: Up to 5 business days
• Bank transfer: Up to 3 business days
• Store credit: Same day as processing

Original shipping charges are non-refundable, except where SILKSTAND is responsible for the error. For returns approved due to a discrepancy with the description within Mexico, SILKSTAND covers the cost of return shipping through a prepaid label.

International orders. The same window and the same trigger apply: 7 calendar days from confirmed delivery, only if the piece does not match its description. You ship the piece to our returns address in the United States (emailed to you once the claim is approved), at your cost, insured and tracked; if you ship from outside the United States, declare it as returned goods. Once we confirm the claim, we refund the piece and your return shipping. Duties and taxes paid to the carrier are not refundable by SILKSTAND.

Buyers in the European Economic Area. You may withdraw from the purchase within 14 days of delivery without giving a reason. You ship the piece to our returns address in the United States at your cost, insured and tracked, in the condition you received it. When it arrives we refund the price of the piece and the standard outbound shipping. Duties and taxes paid to the carrier are not refunded.

Import duties and taxes. Prices do not include import duties or taxes. The carrier calculates them in the destination country and collects them on delivery, together with its customs handling fee. The United States ended its exemption for low-value parcels, so every shipment to the US pays duty regardless of amount. We declare the real value of each piece; we do not mark parcels as gifts. If you refuse the parcel over those charges, the refund deducts the outbound shipping, the return shipping and any customs charges the carrier bills us. SILKSTAND does not refund duties paid to the carrier.

6. Cancellations

You may request the cancellation of your order only before the package has been dispatched. Orders are prepared and dispatched the same day or the next business day after purchase, so the cancellation window is limited.

• Before dispatch: cancellation with a full refund to the original payment method.
• After dispatch: the order can no longer be cancelled; this Return Policy applies (final sale and its exceptions).

To request a cancellation, email admin@silkstand.com with the subject CANCELLATION + [Order Number], or message us on WhatsApp. The request is subject to the carrier not having collected the package; we will confirm through the same channel whether it went through.

Refunds for cancellations are processed within the same timeframes described in section 5 (Refunds).

SILKSTAND reserves the right to cancel orders in the event of obvious pricing or inventory errors, or reasonable indications of fraud. In these cases the customer will receive a full refund of their payment.

7. Authenticity and Intellectual Property Claims

Any authenticity claim must be submitted within the same 7 calendar days from confirmed delivery, following the process described in section 4.5 of our Terms of Service. SILKSTAND does not accept returns based on third-party reports issued outside this window or without physical inspection of the piece.

Every item goes through a verification and documentation process (high-resolution photography and 360° video) before publication. Each product page documents its provenance, condition, and any relevant observations. By completing the purchase, the customer confirms having reviewed this information.

Chain of custody: once the piece has been delivered and the claim window has lapsed, SILKSTAND is unable to verify that the item presented is the piece that was sold, or that it has not been used, altered, or substituted. For this reason, late claims will not be processed.

Third-party reports: reports from online, remote, or photo-based authentication services unilaterally engaged by the customer are not binding on SILKSTAND and do not, on their own, establish lack of authenticity. The process applicable to a timely claim is described in section 4.5 of the Terms of Service.

SILKSTAND reserves the right to pursue all applicable legal action in response to claims supported by falsified or manipulated reports, or involving pieces other than the ones sold.

If a customer believes an item infringes intellectual property rights, the claim must be sent to admin@silkstand.com. SILKSTAND will investigate and act in accordance with the authentication policy described in the Terms of Service.

Nothing in this section limits the rights granted to consumers under applicable law.

8. Contact

For any questions about this policy:

Email: admin@silkstand.com
Hours: Monday to Friday, 9:00 AM – 6:00 PM (Mexico City time)