Shipping Policy

Shipping within the UK

UK Standard Delivery (3-5 Days): FREE

Shipping Outside the UK

International shipping is a flat fee of £20 to all countries outside of the UK.

Cancellation of the order

If you changed your mind about your order you have up until 24 hours after the order confirmation to cancel it writing to our customerservice@skylence.com.

 

Stock permitting, all orders placed with SKYLENCE are usually dispatched to all customers within 2-3 working days. All preorders and customised orders are dispatched within 10-15 working days. 

**For shipments outside of the UK, please note that all import customs duties for international shipping are the responsibility of the customer.

Due to shipping restrictions, we are not able to ship to Post Office boxes. When placing your order, we suggest customers provide us with an address where our delivery service can obtain a signature upon delivery of your shipment.

UK Standard delivery will be sent using DPD/DHL. All international shipments will be sent using DHL/UPS unless stated otherwise. You will be sent a tracking number once the goods have been dispatched. 

We are only able to ship your order to one location. During the check out process, you will be asked to select the shipping address for your order.
 
We realise that your order may include gifts that require shipping to several different locations. To do this you will be required to place separate orders for each address you wish to ship to.

Return & Refund

UK Returns 

We offer Free UK returns.

How to return your item(s): 

  1. Please email customerservice@skylence.com with a return request. 

  2. Fill out the returns label (sent with your item) and include inside the returns parcel.

  3. Attach the DHL returns label, included in your package, to the outside of the box. If you didn't receive it kindly request another one from customerservice@skylence.com

  4. Drop off your parcel at your local DHL Service Point. You should contact us first in order for us to authorise the return. Please visit this link to find your local DHL Service Point: https://parcel.dhl.co.uk/dhl-service-point/find-your-nearest/  Or, you can call DHL 08442480844 and schedule a DHL pick up at a time that is most convenient for you. 

  5. Exchanges will be shipped and refunds processed only after the original item has been received back to our London studio.

International Returns

We are not currently able to offer free returns on international orders. For all International returns, unless an item is damaged or faulty, the customer is required to arrange and pay for the return of the product(s) to us.

How to return your order:

  1. Email customerservice@skylence.com to request a return. After submitting your request you will receive an email from customerservice@skylence.com to approve your return.
  2. Once your return is approved please fill out the returns form (sent with your item), marking which items you are returning and include inside your parcel.
  3. Place the items you would like to return in the original packaging, including all SKYLENCE labels. Attach your return label to the outside of the box.
  4. Book your DHL collection online: https://www.dhl.com/global-en/home/book-online.html   Do not seal your package until the driver has checked the contents.
  5. Exchanges will be shipped, and refunds processed as soon as possible once your original item has been received by our warehouse. 

All shipping costs and import duties/taxes associated with returns are the responsibility of the customer.

SKYLENCE will offer you a refund provided that the products are returned complete, in perfect condition, unused, fully labelled and with the original packaging undamaged. We are sorry but SKYLENCE cannot accept returns for any non-faulty items that have been worn and tags removed. 

Please note that customers have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, your entitlement to a refund may be affected. We advise that you do not remove tags until you are completely satisfied that the items will not be subject to return within 14 days. 
 
Upon receipt of an order, if any item has been delivered with no tags, customers should notify us by email on the same day. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
 

Except where items are faulty and a replacement is not available, refunds for items may be given and only at the discretion of SKYLENCE. We offer Free returns for all customers in the UK. The SKYLENCE Team will organise the return.

 

​Exchanges

Need a different size or colour? We’re happy to accommodate. Simply send us an email at customerservice@skylence.com specifying your needs.

For all exchanges, the costs associated with the return shipment of the original item and shipment of the new item is the responsibility of the customer. 

We can only exchange an item for the same item in a different size/colour or another item at the same value, subject to availability within 14 days of receipt of your order. If you wish to exchange something, please follow the returns procedure and state in your email that you wish to exchange the item. 
 
Exchanged items will only be dispatched after the returned goods have been received and undergone a quality control check. In this case, any sum debited from your credit or debit card from the sale of the returned goods will be re-credited to your account as soon as possible and in any event within 14 days of your order.

​We suggest all exchanges must be made within 14 days of receipt of your order. We cannot accept exchanges outside of this period. 
 
Please note that customers have a legal obligation to take reasonable care of the items while they are in your possession. We request that you do not remove tags until you are completely satisfied that the items will not be subject to return within 14 days.

Faulty Items

Faulty items will only be accepted if the goods we have delivered to you were damaged on arrival. All items returned as faulty will be inspected and any items deemed to subject to fair wear and tear cannot be accepted as faulty. 
 
We will replace a faulty item if a replacement is in stock and available. We can only replace faulty items for the same item. If you wish to be sent a replacement, please make your request clear when emailing us. 
 
In any case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any shipping costs occurred. Kindly note that refunds onto credit cards can take up to 15 days and are subject to your bank’s refund regulations.