Refund policy

MyLena Silk

Returns & Refunds Policy

Last updated: May 26, 2026

1. Return Window

We accept returns within 90 days of the date your order was received, for any reason.

2. Return Conditions

To be eligible for a return, the item must be in the same condition as when you received it: unworn, unused, with all tags attached and in its original packaging. Proof of purchase will be required.

3. How to Initiate a Return

Please contact us at support@mylena-silk.com before sending anything back. Items returned without prior approval will not be accepted. Once your request is approved, we will provide you with the return address:

Lena Silk — Returns Department 30 N Gould St Sheridan, WY, 82801, USA

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the return is due to our error (defective product, incorrect item, or incomplete order), in which case Lena Silk will cover all return shipping costs.

5. Defective or Incorrect Items — Refund Without Return

If you receive a defective, damaged, or incorrect item, clear photos of the issue must be sent to support@mylena-silk.com.

Any claim related to a defective, damaged, or non-conforming product must be accompanied by sufficient visual evidence to allow our customer service team to assess the situation. Based on this, we reserve the right to offer a partial or full refund without requiring the physical return of the item, at our discretion and with the goal of reaching a quick and amicable resolution.

6. Non-Returnable Items

  • Perishable goods (food, flowers, plants)
  • Custom-made or personalized products
  • Personal care products, cosmetics, serums, and beauty items that have been opened or used — unless there is a proven defect or order error
  • Hazardous materials, flammable liquids, or gases
  • Gift cards

For hygiene and safety reasons, personal care and cosmetic items cannot be returned once opened or used.

7. Exchanges

To receive a different item, please return the original item and place a new separate order once the return has been approved.

8. Right of Withdrawal — European Union

For orders shipped within the European Union, you have a legal 14-day cooling-off period from the date of receipt to notify us of your withdrawal, with no justification required. You then have an additional 14 days to send the item back. The return conditions outlined above apply.

9. Refunds

Once your return has been received and inspected, we will notify you by email whether your refund has been approved or declined. If approved, the refund will be processed to your original payment method within 5 business days. Processing times may vary depending on your financial institution.

If more than 10 business days have passed since your refund was approved and it has not yet appeared, please contact us at support@mylena-silk.com.

⚠️ Disputes, Chargebacks & Claims — Mandatory Procedure

Before opening a dispute with a payment provider (PayPal, Stripe, or other) or initiating a chargeback with your bank or card issuer, customers are required to contact our support team at support@mylena-silk.com to allow for a direct and amicable resolution.

If a dispute is opened without prior contact with Lena Silk, we reserve the right to contest the claim and provide the relevant parties with all evidence of delivery, communication, and order compliance. Unjustified chargebacks may be subject to a formal dispute and recovery process.

10. Our Commitment

At Lena Silk, we always prioritize fast and friendly resolutions. If you experience any issue, dissatisfaction, or wish to request a refund, please reach out to our customer support team before initiating any dispute, bank chargeback, or payment provider claim.

Our team is committed to reviewing every request carefully and providing the most appropriate solution as quickly as possible.

11. Contact Us

MyLena Silk 30 N Gould St Sheridan, WY, 82801, USA 📧 support@mylena-silk.com 

© 2026 MyLena Silk — All rights reserved