Starting Your Return
If you've decided a product isn't right for you, we've made the return process as simple as possible.
Step-by-Step Return Process
Step 1: Contact Our Team
- Email: support@silkandsnow.com
- Phone: 1-888-316-4859
- Include: Your order number and the reason for your return
Step 2: Receive Return Instructions
Our team will reply within 1–2 business days with:
- Confirmation that your return is eligible
- Specific instructions based on your product type
- A return shipping label (if applicable)
- Scheduled pickup date (for mattresses)
Step 3: Prepare Your Item
For mattresses:
- No need to repackage — we'll arrange a charity pickup
- Ensure the mattress is clean and accessible for pickup
For bedding and accessories:
- Clean and fold items neatly
- Place in the original packaging if available
- Attach the provided return shipping label
For furniture:
- Disassemble if originally shipped unassembled
- Package securely with all original hardware
- Keep items in their original condition
Step 4: Ship or Schedule Pickup
- Mattresses: We'll coordinate pickup with a local charity partner
- Other items: Drop off at the designated carrier location or schedule a pickup
Step 5: Receive Your Refund
- Refunds are processed within 5–10 business days after the item is received or picked up
- Refund will be issued to your original payment method
- You'll receive a confirmation email once processed
Frequently Asked Questions
Can I exchange instead of returning?
Yes! If you'd like to try a different product, let our team know and we can arrange an exchange.
Do I need to keep the packaging?
For mattresses — no. For all other items, keeping the original packaging makes the return process smoother.
Are there any return fees?
Mattress returns are completely free. For other items, return shipping may apply in certain circumstances.
Tip: If you're unsure whether a return or exchange is right for you, contact our team first. We may be able to suggest solutions to improve your experience with the product.