Refund policy

Return & Refund Policy

Due to the personal-care nature of our products and for health and hygiene reasons, all sales are final. We do not accept returns or exchanges.

Many of our products are made to order. Please review your order carefully, including product, scent, and size selections, before completing your purchase.

Damaged, Defective, or Incorrect Items

We want you to receive your order in excellent condition. If your order arrives damaged, defective, leaking, or you receive an incorrect item, please contact us within 3 days of delivery at hello@myassilkyessence.com.

Please include your order number, a description of the issue, and clear photos of the product and packaging. Once reviewed, we will work with you to provide an appropriate resolution, which may include a replacement or refund when applicable.

Cancellations

Because products may be prepared specifically for your order, cancellation requests must be submitted within 12 hours of purchase. After preparation has begun, an order cannot be canceled or changed.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout. We are not responsible for packages delivered to an incorrectly entered address.

If a package is returned to us because of an incorrect or incomplete address, additional shipping charges may be required before the order can be reshipped.

Melted or Softened Products

Some of our products contain naturally derived butters and oils that may soften or melt when exposed to high temperatures during transit. Melting does not necessarily affect the quality or effectiveness of the product.

If your product arrives softened or melted, place it upright in a cool area or refrigerator until it returns to a solid consistency. Because temperature conditions during shipping are outside of our control, melting alone is not considered damage and is not eligible for a refund or replacement.

Order Concerns

If you experience an issue with your order, please contact us at hello@myassilkyessence.com. We will review your concern and work with you toward an appropriate resolution.