Shipping & Returns
Last updated: July 2026
Every order from One Silk Ribbon is carefully prepared by hand — wrapped in tissue, rolled onto a vintage wooden spool, and sealed with our wax stamp. Here is everything you need to know about how it reaches you.
Shipping
We ship orders from our workshop in China to customers in the United Kingdom, Europe, and worldwide. Shipping is free on orders over £49, otherwise £5.90 per order.
Order Processing
Orders are usually dispatched within 2 business days after payment has been successfully received.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
Delivery Times
Orders are shipped by air and typically arrive within 5–14 days after dispatch.
Please note that delivery times are estimates and may vary depending on the destination country, customs clearance, local postal services, weather conditions, and other circumstances beyond our control.
Tracking
All orders are shipped with tracking information. You can use the tracking number provided in your shipping confirmation email to follow the progress of your shipment.
Please note that tracking information may take some time to become active after your order has been dispatched.
Customs, Duties and Taxes
International orders may be subject to customs duties, import taxes, VAT, or other charges imposed by the destination country.
Any customs duties, import taxes, VAT, or other fees charged by the destination country are the responsibility of the customer unless otherwise stated at checkout. We are not responsible for delays caused by customs clearance.
Returns
We accept returns for eligible products. If you wish to return an item, please contact us before sending anything back — items returned without prior approval may not be accepted.
Standard Returns
You may request a return for eligible products if you change your mind or no longer wish to keep the item. The return shipping cost is the responsibility of the customer.
The returned item must be:
- Unused
- In its original condition
- In its original packaging where applicable
- Suitable for resale
Please contact us at song@onesilkribbon.com before returning your order so that we can provide the appropriate return instructions. Refunds will be issued after the returned item has been received and inspected.
Damaged or Defective Items
If your order arrives damaged or you believe the product has a quality issue, please contact us at song@onesilkribbon.com within 7 days of receiving your order.
Please include:
- Your order number
- A description of the issue
- Clear photographs or videos showing the problem
If the issue is confirmed to be a product quality problem or damage that occurred before delivery, we will provide an appropriate solution. Where a return is required due to a confirmed product quality issue, we will cover the return shipping cost.
Non-Returnable Items
The following items cannot be returned:
- Cut-to-length ribbon
- Products that have been cut or altered according to the customer's requested length
- Custom-made products
- Personalised products
- Products that have been used, altered, damaged, or modified after delivery
Because these products are prepared specifically according to the customer's requirements, they cannot be resold.
Exchanges
We currently do not offer direct exchanges. If you would like a different product, colour, size, or variation, please contact us regarding the available options.
Refunds
Once your return has been received and inspected, we will process the refund for eligible returned items. The refund will generally be issued to the original payment method.
Original shipping charges, if any, may not be refundable unless the return is due to a confirmed product quality issue or an error on our part.
Contact Us
If you have any questions about shipping or returns, please contact us before placing a return request. Email: song@onesilkribbon.com