Refund policy

At Silsilah Studio, every piece is made by hand using natural fibers. That means each shawl is inherently unique — and that's part of its value.

Returns accepted within 14 days

If your piece arrives and is not as described, or if you are unsatisfied for any reason, you may request a return within 14 days of confirmed delivery.

To be eligible:

  1. Contact us within 14 days of the delivery confirmation date.

  2. Include:

    • Your order number

    • A short description of the issue

    • Clear photos of the item and packaging

We will review your request and respond within 2 business days. Items must be unworn, unaltered, and in original condition with packaging intact.

Cancellations and changes

Because each piece moves into fulfillment promptly after ordering, we cannot accommodate cancellations or modifications once an order is submitted.

What is not considered a defect

Because each shawl is handmade with natural fibers and traditional finishing, the following are normal characteristics and are not considered grounds for return:

  • Minor weave variations, slubs, or texture changes

  • Slight differences in measurements (length/width)

  • Color variance due to lighting, screen settings, or dye-lot variation

  • Natural shade variation, marbling, or tonal shifts in pashmina/cashmere

  • Subtle irregularities in embroidery or hand finishing consistent with artisan work

These details are signatures of real handcraft — not flaws.

Return authorization is required

If your request is approved, we will provide:

  • A Return Authorization (RA) and instructions

  • The correct return address (varies by case)

Returns sent without authorization may not be accepted.

Return shipping costs

Return shipping costs apply and are the customer's responsibility unless we confirm otherwise in writing.

We strongly recommend insured, trackable return shipping.

Refunds (if approved)

Once the returned item is received and inspected:

  • Approved refunds are issued to the original payment method only

  • Refunds cover the item price (and any eligible portion we confirm in writing)

  • Processing times vary by payment provider/bank

Chargebacks & disputes

If something is wrong, please reach out first — we resolve issues quickly and fairly. Initiating a chargeback without contacting us may delay resolution while we provide documentation to the payment processor and platform.

Contact for returns:
Email: support@silsilahstudio.com
Include: "Return Request — #[Order Number]" in the subject line.