How long does it take to receive my goods?
1. A confirmation email will be sent to you once the order is authorized and verified. We begin preparing your order immediately after it is verified.
2. A tracking number will be sent to you by e-mail once items shipped out. 3. You can track your package by your tracking number. Generally speaking, you will receive the items within 3~6 working days(US and EURO) or 9-15 working days(Middle East).
Note: To receive the notice from us, please make sure your e-mail or phone number is correct and available.
Why is the tracking number not working?
When we ship our packages to you, there might be no immediate updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility, it will update. It may take a couple of days to see any activity once the order is shipped out from our company.
If there is still no logistics update after a few days, please click 'contact us', we will get back to you within 24 business hours generally. And if you are at the mobile version, please submit it at the bottom of the page.
How to change my shipping address?
The first thing to do is sending us an email or giving us a call (email is preferred) stating you need to change your shipping address.
Generally, we can only update your shipping address before shipment.
To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
We are unable to cancel an order after shipment. Please keep an eye on your order status to make sure you can receive your order.
What should I do if I'm not at the shipping address when my package is delivered?
You can leave a message when placing the order and we will report your requirement to the express company. Or please contact the express company to give your requirement of specific shipping address and delivery time, which can improve delivery efficiency.
Do you ship internationally?
Yes, SilkSilky Ships to most countries and regions worldwide and will provide you with the tracking information after your order ships out.
Please kindly noted that P.O. Boxes and military addresses (APO, FPO) cannot be delivered.
Any Questions, please feel free to contact our Email firstname.lastname@example.org.
Note: Due to the ongoing health situation in the world, some countries have taken mandatory quarantine measures, and delivery services will be affected. You are suggested to check with your local post office first to find out if they can accept deliveries normally.
What should I do if the package is damaged in transit?
a) When you receive the parcel, please check if the package is damaged, whether the products are correct. If there are any problems mentioned above, please refuse to sign for the parcel and contact us in time.
b) If you encounter the condition that the parcel must be signed before it can be checked. Please sign for and open the parcel in front of the courier. After checking, if there is no problem then you can give the receipt to the courier. If there is any problem, please give feedback to the courier and contact us immediately. (It is suggested you take pictures of the package box, product boxes, products, waybill, etc. And pictures should be clear and easy to identify. )
c) If you(or your client) do not check the parcel and signed, the commitment that logistics undertakes transportation risk will end.
What should I do If I want to return my orders?
1. Submit a ticket or send email to email@example.com and indicate which item(s) you would like to return and the reason for your return.
2. Place the item(s) in the original packing, put in the "Exchange and Return Form" and seal the parcel securely.
3. Drop off your package at the local post office or logistics company. Send us the return tracking number.
4. Once we receive your package, we will promptly process an exchange or issue a refund to your account in accordance with our return conditions.
Note: Return Conditions
1. You have 45 days to decide if the items are right for you if not, you can certainly come to us within 45 days on receipt.
2. The following items couldn't be returned: ①Items on clearance, ②Silk Lingerie, ③Customized Items, ④Monogrammed Items.
3. Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
4. We do not accept returned items that were sent back by you directly without checking with us first.
5. The Return postage should be paid by you and non-refundable. But a refund will be given in the instance of incorrect, damaged or faulty goods.
6. Return RMA Number and return reason should be filled in the "Return And Exchange Form", or any delay we will be out of responsibility.
7. For a refund, it will be returned to your account within 3-5 working days. For an exchange, new items will be reshipped to you within one week.
Do I need to be at my shipping address when my package is delivered?
Generally speaking, you should sign your parcel by yourself. If you are not at the shipping address when the parcel arrives, you can contact the express company and give your delivery requirements, like leaving the parcel at the required place.
How come my package shows delivered but I have not received my package?
We suggest you look around for your parcel first. For example, you can ask your neighbors if they see your parcel or check the condition with the entrance guard. Also, you should contact the local express company for further information. If you still haven't found your parcel, please contact us. We will try our best to help you solve the issue.
How to place a bulk order?
1 What qualifies as a bulk order?
Bulk orders are purchases that consist of 10+ items of the same style, size, and color. Uniform orders for teams of 10 or more people are also considered bulk orders.
2 How do I get a quote?
To receive a quote for your potential order, please provide us with the details of your order via email, such as the SKU, color, size, quantity of the items you want to purchase, the specific reason for the bulk order, the shipping address, and if you have special requirements about the packaging or the arrival date, etc. Once we receive your order details, we will offer you a special price if we are able to fulfill the order.
3. How do I place an order?
Once you've received your quote and determined that you'd like to proceed, please let us know and we will send you a customization link for you to pay via our website. If you prefer to pay via PayPal directly, we can send you a PayPal link for you to pay. Once you have paid to us, please kindly let us know and we will add your items to your order.
4. Do you offer samples?
We do not offer free samples. If you would like to check the items before bulk ordering, please place an order for one or more items directly through our website. If you want to check the silk fabric after receiving the product, please kindly let us know in advance and we will enclose some silk swatches in your order.
5. Do you offer monogramming or customization services on your products?
"We offer monogramming or customization services on most of our items. If you want to monogram or customize your items, please check with us first whether we can do it for you or not.
Note: The customized items or monogramming items can not be returned, exchanged or refunded."
6. Can I return all or part of my bulk order?
We are unable to accept returns of bulk orders at this time.
7. What shipping options do you offer for bulk orders and how long do they take to arrive?
We ship out your order with express shipping. The processing time may vary from your order quantity. After it dispatches, it may take about 4 to 6 working days (9-15 working days for Middle East) to arrive.
8. Do you offer wholesale accounts?
We are currently unable to offer wholesale accounts.
9. What forms of payment do you accept on bulk orders?
We accept PayPal, PayPal express checkout, and a credit card or debit card through Paypal or Stripe.
Why didn't I get an email about my order being shipped?
Our shipping notification email is sent out automatically by our ordering system once your order has been shipped out. If you did not receive an email, you may have entered your email incorrectly or it could have sent to your spam folder. It normally takes 1-2 business days for us to process your order before sending your package out. If you have not received an email about your order being shipped within 2-5 business days of the date you placed your order then please contact SilkSilky customer service by submitting a ticket online.
How do I cancel an order?
The first thing to do is send us an email with all the necessary information or give us a call (email is preferred) stating you wish to cancel your order.
We cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be canceled. Then please wait for your package to arrive and you may either keep it or contact us for return/exchange. You will have to be responsible for the postage required to send the original item to our collection warehouse. In the case of a return, your payment will be refunded to you after we confirm the reception of the order at our collection warehouse.
What if I received a defective/wrong/stained item?
If you have received a defective or stained item or an item you did not order, please submit a ticket on the top right “Online Help,” we will get back to you within 24 business hours generally. And if you are at the mobile version, please submit it at the bottom of the page. And you can also contact us via Live Chat on the business days.
Please make sure not to return anything before sending the message so we can process the return for you and provide you with the necessary information for the return.
When sending the message, please enclose the order number, the SKU number of the item, a description of the issue, and a few clear photos to show us about the exact problem.
We will get back to you as soon as we can.
What is the status of my return or exchange?
Most returns can be processed within 3 business days after we receive your package.
If you return for a refund, it will be issued to your original payment method within 3 to 5 business days of receipt of your item(s) or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.
If you return for exchange, the replacement order will be dispatched within one week.
Note: Please make sure to keep the tracking number or return receipt for checking.
We apologize genuinely for the inconvenience caused and thanks for your kind understanding.
Which items couldn't be returned or refunded?
We are sure you will be delighted with our items, but if not, simply contact us, we will get back to you within 24 business hours generally. And if you are at the mobile version, please submit it at the bottom of the page.
We gladly accept returns within 45 days of receipt for most items in good condition. For the ones that couldn't be returned, please check below.
● Items on clearance
● Silk Lingerie (which includes silk bra, silk underwear, and silk knitted clothing)
● Customized & Monogrammed Items
● Washed or Used Items
● Items over our 45-days return time
How long does it take for my refund to be processed?
Once we receive the returned items, it will take up to 3 business days for us to process the refund. The refund should reflect your account depending on the method of payment. If you would like us to refund the amount to your credit/debit card, that depends on your financial institution which ranges from 3-15 business days. If you would like us to refund the amount to your Paypal account that will take 48 hours.
If you couldn't receive the money in time, please feel free to contact us online or submit a ticket.