FAQ’s

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Shipping and Returns

What are your Christmas delivery dates?

To ensure your order arrives for Christmas please note the following dates:

Standard Free Delivery (UK) – Christmas – 19th December

Express Delivery (UK) – 23rd December

Standard Free Delivery (Rest of the World) – 9th December

Express Delivery (Rest of the World) – 12th December

Can I cancel my order?

You can cancel an order up to and including the 14th day after the delivery. You will need to contact us and let us know that you wish to cancel your order. You can contact us here to do this. Please send back your items no later than 14 days after telling us you wish to cancel. Please take care of the items and make sure that the item is returned in brand new, perfect, labelled condition. If you return all the items in a re-saleable order, we’ll refund the cost of the returned items plus the delivery charge paid.

How long will it take to receive my Luna?
Standard Delivery (UK) 5-7 working days
Express Delivery (UK) 2-5 working days

Standard International – 7-15 working days depending on location
Express International – 5-8 working days depending on location
Do you ship internationally?
Yes – we currently ship worldwide. Please note delivery times will vary depending on your location.
My item hasn’t arrived – help!
If you have not received your order within 21 working days please contact us so we can help trace this for you.
I’m not happy with my purchase – can I return it?
If you are not happy with your purchase, please return it in its original packaging with labels intact within 30 days for a refund. Refunds will be made using the same method of payment that you paid for your goods with. Any returns received after this time will be an account credit.

Goods that are being exchanged or are unwanted must be returned in a re-saleable condition and any labels must be intact. Extra care must be taken when trying on your Luna, please ensure that you are not wearing any makeup, hair product or fragrance that may leave a scent or mark. SILKUP reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged by the consumer in any way. This does not affect your statutory rights.
I received the wrong Item, what do I do?
If you received the wrong item to what you have ordered, please let us know straight away using the contact form here, and we will exchange this for you. Please return the item to us in its original packaging via recorded mail and on receipt of this, we will send you a replacement.
My Item is damaged/faulty – can you replace it?

If your Luna arrives in anything less than perfect working order, please contact us straight away so we can arrange for a refund or an exchange. Goods must be returned to us along with proof of purchase within 30 days.

Please ensure that you provide transaction details with all returns as we can not trace returns without this information. For peace of mind, we would recommend that you send your item back safely via recorded post or obtain proof of posting, and keep this in a safe place for your records.

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