If you received a defective Semper Silkies product, we'll send you a new one.
1. How do I Return/Exchange a silkie?
Send a photo of the apparel item to: email@example.com
You don't even have to mail that mofo back!
2. What about dye-sublimation blemishes?
While white streaks are generally unavoidable with this high-speed technology, we'll redo anything that could have been better!
3. What about non-apparel items?
Email us to coordinate. It's not hard :) Check out more details on the full policy page here.
Refunds, Returns, & Shipping
Semper Silkies offers two types of made-to-order products: the dye-sublimation print and the standard print. Each print requires a different treatment so the length of production time may range from 7 to 14 business days from the time the order was placed. Due to the nature of production, items may sometimes be delayed.
ALL our silkies, T-shirts, Tank Top’s, Racer’s and Hoodies are made-to-order. We do not hold inventory or stock.
If you are unhappy with the items that you have received, please contact customer service FIRST by sending an email to firstname.lastname@example.org. Merchandise returned to the manufacturer without contacting customer service will not be processed correctly.
It is very important that you read the description of each item before you place your order. There is a sizing chart available on site so you can choose your correct size. It is also of equal importance that you provide us with your correct information before you finalize your order.
At this time, we do not accept returns for any reason because as mentioned earlier, we do not hold inventory or stock for all items made-to-order.. If you wish to make a correction on your order, please contact customer service within 24 hours from the time you submitted your order form. We normally send your order information immediately to production facility but if you contact us within the indicated timeframe, we will still be able to make your requested amendments.
On the other hand, if we sent you the wrong order, kindly let us know as soon as possible so that we can send you the correct item. In the instance of our error, you do not have to return the item. You can keep it!
Refunds (if applicable)
Semper Silkies gives refunds as store credits only.
You can use your store credits to purchase any other item/s from our store. You will be given store credits in exchange for any item that is damaged or has missing parts upon delivery.
You will also be given store credits, equivalent to half the amount you paid, if we made a mistake and you declined our offer to send you the correct item.
However, we cannot process refunds as store credits for the following:
* Items purchased while on sale
* Gift cards
Please place your order carefully. You must contact our support should you wish to cancel your order. Our CS staff will try to intercept the order before it goes into production. However we do not guarantee we will be able to do so.
We use the standard shipping method of 3-5 business days from the day the item was released from production. The shipping fee will be included in your final bill, unless it was waived due to some promotion. Shipping fee is non-refundable, and it will be deducted from the cost of refunded store credits, if you are eligible to receive such credits.
Shipping and Delivery
At this time, Semper Silkies ships merchandise to locations within the United States and U.S. territories. We also ship to Australia, Canada, Germany, Japan and United Kingdom. The risk of loss and title for all merchandise ordered on this Web site pass to you when the merchandise is delivered to the shipping carrier and appropriate tracking number issued for the package.
Semper Silkies staff will do it's best to help resolve any issues and achieve total customer satisfaction.
I got the wrong silkie. How can I get my correct order?
In the event of a wrong order, please contact Customer Service at email@example.com. We will ask you to take a picture of what you have received for verification purposes. We will then check our records to verify your claim. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us.
I received a defective or damaged product. What do I do?
Please contact Customer Service at firstname.lastname@example.org. We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us. You will be given store credits, equivalent to half the amount you paid, if we made a mistake and you declined our offer to send you the correct item.
I ordered the correct size but it's a bit small/large can I return it and exchange it to a different size?
Unfortunately, Semper Silkies is currently unable to process a return and exchange due to size because we do not hold inventory or stock.
I entered the wrong address information. Can I still correct it?
We can try to make corrections to your order within 24 hours from the time that you submitted your order form. If you request for the corrections after 24 hours, we will no longer be able to update it on our end. You will then have to wait for your order to be shipped to you.
I just made an order, but I changed my mind and I'd like to cancel it.
Please order carefully. You should contact us in the first 24 hours since placing your order , we will do our best to help you out and cancel your order if possible. Please contact Customer Service at email@example.com.
I made an order 3 days ago and since it hasn’t been shipped yet. I'd like to cancel it.
Please know that all our silkies are made-to-order. Orders are sent to production within 24 hours from the time your they are placed. After 24 hours, we can no longer try to cancel your order. Please bear in mind that production time may take 10-14 business days, but delays may occur during holidays.
What's the ETA of my order?
An ETA can only be provided when your order has been released from production and transferred to the courier. The turnaround time for production varies between 7-21 business days plus 3 business days for shipping. Orders that are in stock usually ship within 3 business days.
I received the shipping notification, but I still haven't received my order.
Please contact the shipping company to check on your order. The tracking number is provided in the shipping notification that you have received. If your package was lost in the mail or missing, then contact customer service at firstname.lastname@example.org, and we will try to help find the order for you.
This item is special. Like you! We have so many designs that we can only keep a handful in stock. So special items like this are only made when you purchase them. Trust us, it's worth the wait!