Customer Care
We want you to love what you ordered. If something isn’t right, you can request a return for an eligible physical item within 30 days of receiving it. This includes both ordinary and personalized physical items.
See our Return and Refund Policy below for item conditions, return postage, exceptions, and how to start a return.
Silly BG Return and Refund Policy
30-day returns
You can request a return within 30 days of receiving an eligible physical item. This includes both ordinary and personalized physical items. For change-of-mind returns under this policy, items must be unworn, unwashed, unused, and undamaged, with their original packaging and any original tags attached.
You pay return postage for change-of-mind returns. Original shipping charges are nonrefundable except where required by applicable law. Silly BG covers return postage when the return is due to an error on our part.
How to start a return
Email support@sillybghub.com with your order number, the item you want to return, and the reason for the return. Please wait for our return instructions before mailing anything back. If you’d like an exchange, ask us about your options before returning the item.
If the carrier returns your order because the shipping address you provided was incomplete or incorrect, we’ll confirm the updated address with you. You’re responsible for any applicable reshipping charges.
Damaged, defective, misprinted, or incorrect items
Please contact us promptly if your item arrives damaged, defective, or misprinted, or if you receive the wrong item. To make a claim under this policy, email us within 30 days of receiving the item. Include your order number and photos if available. We cover the costs of resolving confirmed errors on our part.
Products Conditions
Packages lost in transit
Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached. Please see the tips below for keeping your items in returnable condition.
If your package is lost in transit, email us with your order number within 30 days after the estimated delivery date.
Return exceptions
Our change-of-mind return policy excludes items marked Final Sale, sealed goods that are unsuitable for return for health or hygiene reasons, and Creative Paws digital products, including the Custom Pet Line Art Portrait. Custom Creative Paws Art orders are ineligible for change-of-mind cancellations or refunds. Your rights under applicable law still apply.
Incorrect shipping addresses
Items sent by mistake and unclaimed returns
If you accidentally send us an item you didn’t purchase from Silly BG, contact us as soon as possible. We’ll try to help locate it. Silly BG is unable to guarantee its recovery or provide a replacement or compensation. Unclaimed returns are donated to charity after 30 days.
Refunds
We typically process returns within 2–3 business days after they arrive at the designated return facility. We’ll email you once we’ve reviewed the return and let you know whether your refund was approved. Approved refunds are issued to your original payment method unless otherwise agreed. Your bank or payment provider may take additional time to post the refund.
European Union cancellations
If you’re a consumer in the European Union and the statutory right to cancel applies to your online order, you can generally cancel within 14 days after receiving your goods without giving a reason. Some items may be exempt, including goods made to your specifications or clearly personalized. This statutory cancellation right is separate from our 30-day return policy for eligible physical items.
To cancel, email us within the cancellation period. You then have 14 days to send back the goods. For eligible cancellations, we’ll refund the product price and any amount you paid for our least expensive standard delivery option. We’ll issue the refund within 14 days after you notify us of the cancellation, though we may wait until we receive the goods or you provide proof you sent them back, whichever happens first.
United Kingdom cancellations
If you’re a consumer in the United Kingdom and the statutory right to cancel applies to your online order, you can generally cancel within 14 days after receiving your goods without giving a reason. Some items may be exempt, including goods made to your specifications or clearly personalized. This statutory cancellation right is separate from our 30-day return policy for eligible physical items.
To cancel, email us within the cancellation period. You then have 14 days to send back the goods. For eligible cancellations, we’ll refund the product price and any amount you paid for our least expensive standard delivery option. We’ll issue the refund within 14 days after we receive the returned goods or you provide proof you sent them back, whichever happens first.
Your consumer rights
Contact
This policy does not limit any rights you have under applicable consumer protection law, including rights relating to defective goods, goods that differ from their description, or orders that are not delivered as required.
For returns, cancellations, exchanges, or order issues, email support@sillybghub.com.
