Returns and Exchanges

As a small maker, every KAILU piece is produced thoughtfully and in limited batches. Unlike mass-market retailers, we cannot absorb the high costs of returns, professional cleaning, and repackaging. Our return policy reflects the care, time, and materials invested in each item:

Please open and inspect your KAILU Raw Silk duvet as soon as it's delivered. If there is a problem with your order, contact our Customer Service team at hello@kailusilk.com within three (3) days of receipt. We guarantee our merchandise to be free of manufacturing defects or other quality-related issues. If you receive a damaged, defective, or incorrect item, we will work with you to make things right.

Event and In-Person Purchases
Items purchased at events, retreats, pop-ups, markets, or any in-person selling environment are final sale. Guests have the opportunity to see, touch, and feel our products in person, and because our handcrafted silk bedding cannot be repackaged or resold once opened, we cannot accept returns or offer refunds for event purchases. Only defective or incorrect items reported within three (3) days will be reviewed for replacement.

Online Returns
For non-defective items purchased online, we offer store credit only. Refunds to the original form of payment are not available for non-defective returns. Returns must be received within 100 days from when you place your order, must be unopened, unused, unwashed, in their original condition, and in their original packaging. Shipping charges, handling, and associated processing costs are not refundable, and customers are responsible for return shipping charges.

A restocking charge equal to 15% of the full retail value will be deducted from all non-defective online returns. Restocking charges go toward cleaning, delivering, and donating duvets to breast cancer patients with the Compassionate Healing Foundation, which provides patients with a restorative experience through complimentary spa therapies. Unopened items are also subject to a restocking charge, as all returned bedding must be professionally cleaned before donation.

Because temperature regulation varies greatly by individual physiology, home environment, and health conditions, returns based on temperature preference or personal comfort are not eligible. These are not considered defects.

Defects and Eligibility
If you believe your item is defective, you must contact us within three (3) days of delivery with photos of the issue before the item is used or washed. Defective claims are evaluated based on manufacturing workmanship only.

Damage or changes that occur after the item has been used or washed—including shrinking, lumping, shifting of fill, texture changes, stains, odors, body oils, fragrance, makeup, moisture exposure, pet damage, or any changes caused by laundering, dry cleaning, spot-cleaning, steaming, or improper care—are not considered manufacturing defects and are not eligible for refund, replacement, or exchange. This includes situations where the item was washed or damaged by another member of the household or a third-party cleaner.

For health and hygiene reasons, silk and silk-filled bedding that shows any signs of use, washing, or handling beyond initial inspection cannot be accepted as defective. All items returned to us are subject to inspection. Decisions regarding damages, defects, and eligibility for return or replacement are final.

Bundles and Sets
Bundles must be returned in full, including any complimentary items. Partial returns from bundles are not accepted. Restocking fees apply to the full retail value of the bundle.

Exchanges
For exchanges, we recommend returning your item(s) for store credit and placing a new order.* We are happy to offer exchanges on gifts*, or issue a gift card in the total amount of the gift item(s) for returns.

Packaging
We’ve taken great care to design and pack shipments to reduce waste and to arrive safely, so please retain the original packing materials and vacuum storage bags, original receipt, and all merchandise packaging for any item you wish to return. Items returned without proper protective packaging may not be eligible for store credit.

Shipping charges are not refundable. We do not accept any returns or exchanges on custom or special orders. Sample sale items are sold as is, and all sales are final.

To start the return process, please contact Customer Service at hello@kailusilk.com.

Delivery Risks
All items purchased from KAILU are made pursuant to a shipment contract. This means that the risk of loss and title for such items passes to you upon our delivery to the carrier.

Cancellation Policy
In-stock items usually ship within 24 to 48 hours after you place an order. If your order has not yet shipped or is on backorder, we will accept cancellation of your order. Once an item has shipped, cancellation is not possible. Custom and special-order items cannot be canceled.

*Please note: Additional shipping costs and sales taxes may apply.