Shipping, returns, refunds, and account help

How to reach support

Email support@saltandsilkgroup.com. Salt & Silk aims to reply within two business days. Launch periods, holidays, and manual review needs can extend that window.

For the fastest help, include the order email, order ID if you have it, the brand involved, and a short summary of what you need.

Account and sign-in help

Salt & Silk defaults to account creation before checkout so receipts, order history, return updates, and brand access stay attached to one account.

If you lose access, start with the password reset from the account page. If the reset does not arrive or you no longer control the checkout email, contact support@saltandsilkgroup.com.

Guest checkout is still available. To recover a guest order or ask support to link a guest purchase to a Salt & Silk account later, email support with the order email, order ID, and the account email you want to use. Salt & Silk may ask for additional verification before linking or disclosing account details.

Shipping scope and processing

Launch checkout is limited to shipping addresses in the United States unless Salt & Silk states otherwise on the site or at checkout.

Most paid orders are processed within five to seven business days. That window is a target, not a guarantee. Preorder timing, launch volume, fraud review, holidays, weather, and carrier delays can extend fulfillment timing.

Salt & Silk sends a receipt after payment, then sends status emails when an order enters a meaningful post-purchase step such as a processing issue, shipment preparation, shipment, return review, or refund review.

Order status updates

Salt & Silk sends post-purchase updates when information is missing, when fulfillment needs attention, when an order is prepared for shipment, and when shipment details are ready.

If tracking is available, it is included in the shipment update email and can also appear in the shared Salt & Silk account history.

Address issues and missing information

If Salt & Silk needs a corrected address, confirmation, or another fulfillment detail, support will reach out at the account email on the order. Respond as quickly as possible so the shipment is not delayed.

Address changes are not guaranteed after fulfillment work starts or after a package has been transferred to a carrier.

Return requests

Start return requests within 14 days of delivery by emailing support@saltandsilkgroup.com. Include the order email, order ID, item name, and reason for the request.

Eligible items must be unworn, unwashed, and returned in original condition with hygienic liners, tags, and included packaging still intact. Customers are responsible for return shipping costs.

Salt & Silk sends return-status emails when a return request is received, approved, denied, received back, or closed. Launch returns are handled as refunds rather than exchanges once the order has shipped.

Refund timing

Approved refunds are issued back to the original payment method after the return or claim review is completed. Original shipping charges are non-refundable unless the item arrived damaged or Salt & Silk made an order error.

Salt & Silk sends refund-status emails when a refund is under review, submitted, completed, or declined.

Cancellations and exchanges

You may request a cancellation any time before Salt & Silk marks the order as shipped. Once an order is marked shipped, cancellation is no longer available.

Salt & Silk does not offer post-shipment exchanges during launch operations. Before shipment, support may help cancel the order instead of changing it.

Damaged, defective, or incorrect orders

Report damaged, defective, or materially incorrect orders within seven days of delivery. Email support@saltandsilkgroup.com with the order email and clear photos when possible.

After review, Salt & Silk may offer a replacement, refund, or another support step depending on the issue and inventory situation.

What goes to hello@ instead

For general brand questions, press, partnerships, creator outreach, or waitlist topics, use hello@saltandsilkgroup.com.

Related policies

The operational summary on this page works alongside the formal Terms of Use and Privacy Policy.