Refund policy

At SHILAN LONDON, we take great care to ensure each piece meets the highest standards. While we hope you love your order, we do accept returns for a refund provided the conditions below are met.

To request a return, please email us at contact@shilanlondon.com within 14 days of delivery. Alternatively, request a refund via the customer portal (Shop). Returns requested after this window cannot be accepted.

Return Shipping

  • Customers are responsible for return shipping costs and must arrange their own return shipping method.
  • Proof of postage must be provided to us within 7 days of requesting a return.
  • We recommend using a trackable courier service as we cannot be held liable for lost or delayed returns.
  • Original shipping fees, duties, and taxes are non-refundable.

Eligibility Requirements

  • The item must be unworn, unwashed, unaltered, and in its original condition.

  • All tags must remain securely attached and packaging intact.

  • The item must be free from marks, stains, makeup, perfume, or deodorant residue.

  • Items marked Final Sale at the time of purchase are not eligible for return.

  • A valid receipt or proof of purchase must be provided.

Important Information

  • We recommend using a trackable courier service as we cannot be held liable for lost or delayed returns.

  • Original shipping fees, duties, and taxes are non-refundable.

  • Once your return is received and inspected, your refund will be processed back to your original payment method.

You can always contact us for any return question at contact@shilanlondon.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
We're happy to help with any exchange queries. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@shilanlondon.com.

Duties, Customs & Additional fees
Please note that SHILAN LONDON is not responsible for any duties, customs charges, taxes, or additional fees imposed by your local government or courier once an order reaches its destination.

These charges are outside of our control and are determined by the destination country’s customs authorities. Any such fees are the sole responsibility of the customer.

U.S. Returns:
To avoid customs duties and import charges on returned parcels, U.S. customers must clearly mark their shipment as “Returned Goods” or “Return Merchandise” and include their order number inside the package. Any duties, taxes, or customs charges incurred due to incorrect declaration may be deducted from the refund amount.